AIRLINE IT SPEND REMAINS STABLE

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SELF SERVICE BAG DROP GAINING TRACTION

87% plan to use self-service

technologies to improve passenger services during

periods of disruption

DISRUPTION MANAGEMENT: THE NEXT FRONTIER FOR SELF-SERVICE

81%Increase awareness

0%No action taken

95%Improve usability

95%More mobile services

ALL AIRLINES WILL NEED TO WORK HARDER TO BOOST MOBILE USAGE

2013

1.5%Operating spend

0.6%Capital spend

2014

1.4%Operating spend

0.8%Capital spend

% o

f airl

ines

offe

ring

serv

ices

BY 2017

TODAY

0%Communication Passenger

recovery PreventionStaff situationalawareness

40%

20%

60%

2.4% 11.6%

98% of airlines will invest in ancillaryservice expansion in the next 3 years

MOST SUCCESSFUL AIRLINES HAVE THREE TIMES THE GLOBAL AVERAGE USAGE

% of

pas

seng

ers u

sing

mob

ile ch

eck-

in to

day

Global average Highest usageLow Cost Airlines average

4.6% 8.6%15%

MOBILE TRENDS

MOBILE EXPECTED TO BE A MAJOR SOURCE FOR ANCILLARY REVENUE

% of total ancillary sales via mobile

SELF-SERVICE TRENDS

9% Today only

Of airlines offer self-service bag drop

69%By 2017

Of airlines offer self-service bag drop

SELF-SERVICE USAGE LEVELS DIFFER WIDELY

12%Global average usage of kiosks

21%Global average usage of websites

83%Highest current usage of websites

Highest current usage of kiosks

50%

as % of revenue

Today By 2017