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Nigel Pickford Director, Market Insight, SITA
IT TRENDS 2013, AN AIRLINE VIEW
Survey Introduction
IT TRENDS 2013, AN AIRLINE VIEW
SITA SURVEYS: BACKGROUND & METHODOLOGY
Passenger Self-Service Survey
• In association with Air Transport World
• Over 2500 passengers interviewed @ 6 major airports
• Airports included: Atlanta, Frankfurt, Abu Dhabi, Beijing, Mumbai, Sao Paulo
Airline IT Trends Survey
• In association with Airline Business
• Airlines representing majority of the world passenger traffic
• Responses from all major regions and airline tiers
• In association with Airline Business
• Responses from airports operators representing airports
• Responses covering all major regions and airports sizes
Airport IT Trends Survey
REPRESENTING 50% OF GLOBAL PASSENGER TRAFFIC
IT Spend & Priorities
IT TRENDS 2013, AN AIRLINE VIEW
IT SPEND 2013 UP AS AIRLINE REVENUES CONTINUE TO GROW
REGIONAL DIFFERENCES HINDER GLOBAL RECOVERY
BY 2016
• Airlines will maximise revenue opportunities and relevancy for passengers – selling more, directly through mobile & kiosks
• Mobile services will become mainstream and extend across the entire passenger journey offering more choice for the passenger
• Airlines will have much deeper business insight – offering more tailored services to passengers and better visibility of operational performance
Thomas Knierim Senior Analyst, IT Trends, SITA
IT TRENDS 2013, AN AIRLINE VIEW
Ancillary sales channels
IT TRENDS 2013, AN AIRLINE VIEW
ANCILLARY SALES: INCREASING DEPENDENCE ON DIRECT CHANNELS
SALES ON MOBILE ACCELERATING – SOCIAL MEDIA STRUGGLING
By 2016,
14% of sales through mobile, social media and kiosks
MOBILE APPS FOR ANCILLARY SALES TO BECOME MAINSTREAM
By 2016,
10% of ancillary revenue through mobiles apps
By 2016… Airlines will maximise revenue opportunities and relevancy for passengers – selling more directly through mobile & kiosks
By 2016…… Airlines will maximise revenue opportunities and relevancy for passengers – selling more directly through mobile & kiosks …Panel Discussion
Mobile services
IT TRENDS 2013, AN AIRLINE VIEW
MOBILE SERVICES EXTEND ACROSS ENTIRE JOURNEY
% already implemented
Add
ition
al
% im
plem
ente
d by
20
16
THE LANDSCAPE FOR CHECK-IN IS EVOLVING
By 2016,
8% of passengers won’t need to check-in
MORE OPTIONS FOR MOBILE BOARDING
MOBILE SERVICES WILL TRANSFORM AIRLINE OPERATIONS
By 2016…
Mobile services will extend across the entire passenger journey Airlines will offer more options for check-in and mobile boarding New mobile services will transform airline operations
By 2016…
Mobile services will extend across the entire passenger journey Airlines will offer more options for check-in and mobile boarding New mobile services will transform airline operations
…Panel Discussion
Business intelligence
IT TRENDS 2013, AN AIRLINE VIEW
PRIORITIES FOR BUSINESS INTELLIGENCE
100% of airlines invest in Business Intelligence in the next 3 years
IT ALL DEPENDS ON DATA!
Sales & Marketing Operational Awareness
Business Intelligence
Passenger Experience
88% Personalisation
*Airline plans by 2016
90% Mobile – ancillary sales 92% Mobile – Promotions 69% Real-time baggage status to staff
Mobile Flight dispatch/Ramp Mgt 59%
Cabin Crew Mobile 77%
95% Flight Status Notification 68% Missing Baggage Reporting
Bag status notification 61% Geo-location technology 59%
Aircraft Maintenance 71%
MULTIPLE CHALLENGES TO OVERCOME
*Airline IT Trends Survey 2012
5% of airlines see no challenges with data or system compatibility Only
ROI on BI
BI Best practice
BI organisation
Governance
OUR INDUSTRY IS MAKING GOOD PROGRESS IN SEVERAL AREAS
Fully accomplished
1
2
3
Self-service dashboards
Data quality
Data access
Data mgt Required Latency
4
BI M
atur
ity In
dex
Integration across the business
1
2
3
4
Technical Infrastructure
Dashboards & Visualisation
Infrastructure & Integration
Data access & quality
0 0 Business & Organisation
By 2016… Airlines will have much deeper business insight – enabling more tailored services to passengers and better visibility of operational performance
By 2016… Airlines will have much deeper business insight – enabling more tailored services to passengers and better visibility of operational performance
…Panel Discussion
Industry Insight Sessions: IT Trends 2013, An Airline View 30
Find out more… www.sita.aero/ittrendshub
DISCLAIMER
Any use, republication or redistribution of this content is expressly prohibited without the prior written consent of the Author. Permission to copy and reproduce content may be granted by the author, at their discretion, and by request only. Source: presentation of Nigel Pickford and Thomas Knierim, SITA at the 2013 SITA Air Transport IT Summit, Brussels. 2013 Air Transport IT Summit
