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World Passenger Symposium 2015

2015 IATA

GLOBAL PASSENGER SURVEY

Supported by:

* The information contained in our databases and used in this presentation has been assembled from many sources, and whilst reasonable care has been taken to ensure accuracy, the information is supplied on the understanding that no legal liability whatsoever shall attach to the International Air Transport Association (IATA) and pwc, their offices, or employees in respect of any error or omission that may have occurred.

World Passenger Symposium 2015World Financial Symposium 2014

World Financial Symposium 2014

Global Passenger Survey: A Global PerspectiveNearly 7,300 respondents

World Passenger Symposium 2015

At Home On-Board At Airport of ArrivalAt Airport of Departure

Experience

Engage

Deciding to TravelAirline Brand Perception

Airline Selection

Ready to FlyPre-Travel Arrangements, Ancillaries

Digital Boarding Pass

Inflight ExperienceInflight Preferred Activities

Inflight Entertainment System (IFE)

Ready to ArriveBaggage Tracking

Immigration

Proactive NotificationFlight Related Notifications

Security and Immigration Waiting Times

ConnectivityAirport WiFi

Inflight WiFi



Deciding to Travel

Brand Perception

is

Everything

Top 3 factors that impact airline brand perception

On-time performance (75%)

Aircraft quality and interior (66%)

Customer interaction (54%)



Deciding to Travel

What influences your

ticket purchase?

Top 3 factors influencing ticket purchase on a particular airline

Price (43%)

Schedule and convenient flight time (21%)

Frequent Flyer Program (13%)



Ancillaries

Ready to Fly

48% have bought

Ready to Fly

All about Frills

48% purchased additional airline products or services

in the last 12 months.

Top 3 on the list: Checked bag/excess luggage,

preferred seating and on board food and beverage



Ready to Fly

All in the comfort

of your own home

90% want to be checked-in and know their seat

68% want travel documents to be validated

34% want their bags tagged while check-in



Proactive Notification

Passengers want to

KNOW and be

UP TO DATE

Top 3 PROACTIVE notificationFlight status (93%)

Baggage status and delivery waiting time (74%)

Regulations (visa, customs & health) (68%)



Proactive Notification

Keeping it old

school

More than half of passengers would like to

be notified via SMS rather than other

channels that require internet connectivity



Connectivity

How FREE is

Free Airport WiFi?

80% of passengers’ home

airports have Free WiFi but

42% require registration



Bag drop and processing time

Ready to Fly

Tender

Luggage

Care

Half respondents (48%) prefer to tag/scan and

put their bag(s) into the baggage system without

agent intervention; acceptable drop-off time

between 1 and 3 minutes



Ready to Fly

Can queues be a thing of

the past?

Queuing more than 10 minutes at security is no

longer acceptable--- people want to keep moving



Ready to Fly

Boarding passes: Mobile IN

Paper OUT

69% have used an electronic

mobile boarding pass YET

paper remains



Inflight Experience

Just to your taste7 of 10 would like to choose and order their meals

through the inflight entertainment (IFE) system



Inflight Experience

Sit back,

relax and

watch a

movie

Top 3 favorite activities during a flight

Long haul: watching movies or TV (72%), sleeping (70%)

and eating and drinking (42%)

Short haul: reading (51%), watching movies or TV (44%)

and eating and drinking (36%)



Inflight Experience

Did you B.Y.O.D.?

(bring your own device)

Nearly half of North Asian passengers prefer to use their

own devices for viewing digital content rather than IFE

equipment; This trend is less popular among passengers

from North American and Asia Pacific



Inflight Experience

Are you willing to pay?

45% are willing to pay internet and IFE

36% are willing to pay only for Internet access

14% are willing to pay for stored media

10% are willing to pay for Live TV



Ready to Arrive

Will immigration

become self-service?

48% have used an automated border

control system to cross the boarding,

89% satisfaction with automated

immigration gate



Ready to Arrive

Track your bag

from bag-drop to beach

81% want to be able to track their bags at any

point throughout the journey



How satisfied are you?

64% very satisfied with airlines

68% would recommend the airline

78% would select the airline again

Overall passenger satisfaction (Airs@t)



Passenger of Today and TomorrowIndependent

Self-service attitudeContinuously moving without

interruption or delay

Always informed and

connectedHigher expectations on

products and services

Access the full GPS report at www.iata.org/gps2015

http://www.iata.org/gps2015

2015 global passenger survey - iata - home 2015-global... · world passenger symposium 2015 2015...

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