PASSENGER EXPERIENCE 2015
How passenger needs and wants stack up with Airline and Airport plans [Event] [Speaker Name] Title
AIR TRANSPORT IT TREND SURVEYS AND REPORTS
2
Airline IT Trends Survey
Airport IT Trends Survey
Baggage report
| The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
Passenger Self-Service
Survey
By 2015....
1. Buying behaviour for travel services will have changed
2. Self Service will have come of age
3. Passenger interaction for Customer Services will be both mobile and social
4. Higher quality business and customer intelligence will be essential
3 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
By 2015 ... Buying behaviour for travel services will have changed
IN 2012 WEBSITE DOMINATES AS PREFERRED BOOKING CHANNEL FOR PASSENGERS…
5 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
WEB AND MOBILE WILL BE THE TOP TWO CHANNELS FOR SALES BEYOND 2015
6 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
BY 2015, MOST AIRLINES AND AIRPORTS WILL BE LEVERAGING MOBILE FOR COMMERCE
7 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
Source: Airline/Airport IT Trends survey 2012
By 2015, airlines expect to sell
12% of tickets through mobile, social media and kiosk
Promotion Sales
TODAY, PASSENGERS CONSIDER MOBILE COMMERCE SERVICES AS THEIR LOWEST PRIORITY
8 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
Mobile Commerce
MOBILE ADVERTISING: MAYBE… BUT “MY WAY PLEASE”
9 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
BY 2015 ... BUYING BEHAVIOUR FOR TRAVEL SERVICES WILL HAVE CHANGED.... There will be a major focus on web and mobile sales
BUT, • A more personal experience will be expected • Privacy will still be of concern • Passengers will seek control
10 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
By 2015 ... Self Service will have come of age
BEYOND 2015,WEBSITE AND MOBILE WILL DRIVE PASSENGER PROCESSING
12 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
Bag Claim Transfer Boarding Dwell Time Security Bag Drop Check In Booking
SELF-SERVICE CHECK-IN IS WELL ESTABLISHED & ALREADY MULTICHANNEL
13 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
Bag Claim Transfer Boarding Dwell Time Security Bag Drop Check In Booking
Industry Commitment to Kiosks
2015
THE ROLE OF MOBILE IN SELF-SERVICE IS STARTING TO TAKE OFF
14 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
PASSENGERS WELCOME SELF-SERVICE FOR BAG-DROP, BOARDING & TRANSFER
15 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
Bag Claim Transfer Boarding Dwell Time Security Bag Drop Check In Booking
Baggage
Transfer
Boarding
Boarding
Transfer kiosks (CU)
BY 2015 OVER HALF THE AIRLINES AND AIRPORTS WILL HAVE IMPLEMENTED NEW CAPABILITIES
16 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
Bag Claim Transfer Boarding Dwell Time Security Bag Drop Check In Booking
Self Boarding Unstaffed bag drop locations
Self printing bag-tag
BY 2015
SELF-SERVICE WILL HAVE COME OF AGE
• Passengers receptive to new aspects of self-service
• Most airports and airlines will have deployed multiple new services beyond check in
• Mobile will be dominant , but the kiosk will still have a role 17 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
By 2015… Passenger interaction for Customer Services will be both mobile and social
19
PASSENGER COMMUNICATION FOR CUSTOMER SERVICE EVOLVING FAST
| The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
Top two customer service channels beyond 2015
PASSENGERS VERY ACCEPTING OF MULTI CHANNEL CUSTOMER SERVICE
20 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
¾ OF AIRLINES AND AIRPORTS PLANNING TO INVEST IN MORE APPS FUNCTIONALITY
21 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
Complaints handling
12%
61%
15%
59%
Flight Status Notification
10%
68%
Missing Baggage Comms
Airport Status Updates
Airport Directions &
Maps
9%
58%
Flight Rebooking
62% OF TRAVELERS ARE ALREADY ACTIVE ON SOCIAL MEDIA
Source: http://www.socialbakers.com/facebook-statistics/
80% of 18-24 year olds are on social media
22 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
HEALTHY INTEREST IN SOCIAL MEDIA, BUT NOT AS STRONG AS MOBILE...YET!
23 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
AIRLINES’ AND AIRPORTS’ SOCIAL MEDIA BOTH HAVE STRONG AMBITION FOR SOCIAL MEDIA
24 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
Source: Airline/Airport IT Trends survey 2012
Real-time flight updates
Promotion Sales Social Seating
Check in
BY 2015 PASSENGER INTERACTION FOR CUSTOMER SERVICES WILL BE BOTH MOBILE AND SOCIAL
• Passengers are receptive to multi channel communications
• Many airports and airlines will have deployed multiple customer service related apps, both mobile and social media
• Mobile channel will dominate, but significant use of social media expected
25 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
By 2015 Higher quality business and customer intelligence will be essential
STRONG BUSINESS INTELLIGENCE INVESTMENT TO 2015
Industry Investments into BI
83% 80%
27 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
1 Collaboration
57%
2 More accurate information to
passengers
47%
3 Reducing flight
delays
46%
1 Customer Service/
passenger relationship management
39%
2 Travel
Distribution
38%
3 Flight Operation
30%
28 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
CHALLENGES AHEAD FOR BI IMPLEMENTATION
THE NEED FOR MORE COLLABORATION IS RECOGNISED
29 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
With each other
With ground services providers
With government organizations
VARYING PASSENGER ATTITUDES TOWARD SHARING PERSONAL DATA
30 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
BY 2015 ... HIGHER QUALITY BUSINESS AND CUSTOMER INTELLIGENCE WILL BE ESSENTIAL
• BI will have a major impact on operational performance and passenger satisfaction
• Airlines and airports will be committed to continuous improvements using BI
• The industry and passengers will be sharing data more open
31 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
THE PASSENGER EXPERIENCE 2015.... A 360 DEGREE VIEW
1. Buying behaviour will have changed
2. Self Service will have come of age
3. Customer Services will use mobile and social media
4. Higher quality business and customer intelligence will be essential
32 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
| The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012 33
Find out more… www.sita.aero/ittrendshub