Is Travel Better With Technology: Nigel Pickford, Director, Marketing Operations and Market Insight, SITA

IS TRAVEL BETTER WITH TECHNOLOGY?

1 | SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014

SITA AIR TRANSPORT IT TRENDS:

SURVEYS & REPORTS

2

Airline IT Trends

Survey

Airport IT Trends

Survey

Passenger IT Trends

Survey

Baggage

report

| SITA IT Trends 2014: Key Technology-led Trends | Confidential | © SITA 2014

OVERVIEW

The passenger experience today: process & technology

Device-laden passengers want to meet connected agents

Passengers want personalized services


78% OF PASSENGERS GLOBALLY SATISFIED

WITH THEIR TRAVEL EXPERIENCE … BUT…


Europe

consistently more

satisfied at 82%

overall

5

PASSENGER DISSATISFACTION

ACROSS WORLD REGIONS

| SITA Passenger IT Trends Survey 2014 | SITA ICT Forum, Amsterdam | Oct. 29th| © SITA 2014

Tra

nsfe

r

36%

Bag

ga

ge C

olle

cti

on

27%

11%

Bo

ok

ing

Bo

ard

ing

16%

24% In

-flig

ht

Bag

. c

olle

cti

on

Ge

rma

ny

Sp

ain

22%

11%

WEBSITE TECHNOLOGY HAS HAD

THE BIGGEST IMPACT TO DATE


Russia 71% Russia 50% Russia 54%

France 28% France 20%

France 18%

EUROPE

52% EUROPE

40% EUROPE

36%

7

GLOBALLY, MOBILE IS MAKING ITS MARK


Highs Germany

13%

Germany

31%

Germany

46%

Germany

44%

Germany

59%

Lows UK

5%

Russia

16%

Russia

23%

Russia

22%

Russia

34%

EUROPE

7%

EUROPE

39%

EUROPE

20%

EUROPE

28%

EUROPE

29%

GLOBAL INTENTIONS FOR BOOKING INDICATE A

CHANGE IN BEHAVIOUR


Global Europe

Online Self-service kiosk Smart phone apps

1.5

0.7 0.7

1.5

0.7 0.8

OVERVIEW


Device-laden passenger meets the connected agent



GLOBALLY, 97% OF PASSENGERS

CARRY A MOBILE DEVICE


90%

80%

73%

Spain

France

Euro

54%

41%

32%

Russia

Germany

Europe

42%

36%

24%

Spain

UK

Europe

17%

13%

08%

Russia

Germany

Europe

Slide is ok

11

STRONG INTEREST IN NEW MOBILE

SERVICES GLOBALLY….


12

PASSENGERS READY FOR WEARABLES


OVERVIEW


Device-laden passenger meets the connected agent



14

MY TRIP …. MY ALERTS …. MY LIFE


EUROPE

DEFINITELY

EXPECTED

43% 48% 22% 50% 52% 55% 39% 38%

MY TIME …MY DEVICE ...

MY IN-FLIGHT SERVICE


Would definitely use

Europe

average

Highest Lowest

51% Russia

62%

Ger.

37%

48% Russia

59%

Ger.

36%

38% Russia

51%

France

28%

• Significant improvement perceived on pre-flight experience to date

• Wearable technology is welcome

• In Europe, people living in Russia appear the most excited about technology in travel, while those in Germany are the most satisfied today.

YES

• 22% of passengers globally (18% in Europe) are looking for significant improvements

• My trip, my device, my service, my life • There are some significant differences between populations

BUT

16

IS TRAVEL BETTER WITH TECHNOLOGY?


Download the Passenger IT Trends

Survey 2014:

www.sita.aero/surveys

For further information:

email: [email protected]

web: www.sita.aero/ittrendshub

or search the App Store for “SITA IT Trends Hub”


18

MY TRIP …. MY ALERTS …. MY LIFE


Europe

average 43% 48% 22% 50% 52% 55% 39% 38%

Highest Russia

58%

Russia

54%

Russia

27%

Russia

56%

Russia

62%

Russia

74%

Russia

57%

Russia

54%

Lowest Germa

ny

28%

France

39%

German

y

9%

German

y

41%

France

40%

France

44%

German

y

24%

German

y

22%

MY TIME …MY DEVICE ...

MY IN-FLIGHT SERVICE


Would definitely use

Europe

average

Highest Lowest

51% Russia

62%

Ger.

37%

48% Russia

59%

Ger.

36%

38% Russia

51%

France

28%

• Significant improvement perceived on the pre-flight experience

• Wearable technology is welcome

• In europe, people living in Russia appear the most excited about technology in travel, while those in Germany are the most satisfied today.

YES

• 22% of passengers globally, and 18% in Europe, are looking for significant improvements

• My trip, my device, my service, my life • But there are differences between populations

BUT

20

IS TRAVEL BETTER WITH

TECHNOLOGY?
