2016 passenger it trends survey - sita · •passengers prefer technologies as it gives them more...

2016 PASSENGER IT TRENDS SURVEYAugust 2016

By: Sam Munda

2016 PASSENGER IT TRENDS SURVEY

“Exploring passenger

behavior:

What are the

connections between

technology adoption and

human factors?”

| Passenger IT Trends Survey | August 2016 | © SITA 2016

“Human behavior flows from

three main sources: desire,

emotion, and knowledge.”

Plato

Emotions

Attitude

IT Usage

Human factors


85% HAPPY PASSENGERS IN 2016


PASSENGERS POSITIVE EMOTIONS ACROSS THE

GLOBE

5 | Passenger IT Trends Survey | August 2016 | © SITA 2016

PASSENGERS PREFER TECHNOLOGY

TO PEOPLE

55% global average

46%

PASSENGERS

MOBILE PENETRATION


PASSENGERS IT USAGE INDEX

8

SUBSTITUTION EFFECT

• 91% of passengers

using Self-service check-

in would switch to

another technology

rather than face to face


HAPPY NOW, BUT NUMBERS ARE GROWING…


ONE SIZE DOES NOT FIT ALL


HYPERCONNECTED

PROFILES

ACROSS THE GLOBE

12

UNHAPPY - REUSE OR USE ?


WHICH TECH FOR CHECK-IN?


‘EASE OF USE’ MATTERS FOR ALL


• Passengers prefer technologies as it gives them more control during their journey

• Multi-channels are key to meet the needs of the different passenger profiles

• Countries variations for technology interaction and passengers

• Perceived ‘Ease of use’: a determinant for travelers’ technology adoption for mobile apps and kiosk


PASSENGERS AND

BAGS

BAGS ARE IMPORTANT

3.2 Billion checked-in

1.14 bags checked-in per passenger


BAG COLLECTION A SOURCE OF

FRUSTRATION


PASSENGERS LESS HAPPY AFTER WAITING

10 MINUTES


CONNECTED BAGS – CONNECTED

PASSENGERS


SOUTH AFRICA

22

IN SOUTH AFRICA PASSENGERS ARE NOT YET

FULLY EMBRACING SELF-SERVICE

55% Global average

45% South Africa average

45%


LOWER USAGE OF TECHNOLOGY ALONG

THE JOURNEY EXCEPT DURING BOOKING


85% OF HAPPY PASSENGERS IN

SOUTH AFRICA


85% Global average

PLANNERS AND PAMPERED DOMINANT PROFILES

IN SOUTH AFRICA


USE OF SELF-SERVICE EXPECTED

TO RISE 15% IN 2017


92% passengers

carry at least one

mobile device in

South Africa of in

2016


http://travelerprofile.sita.aero/

http://travelerprofile.sita.aero/

THANK YOU !

2016 passenger it trends survey - sita · •passengers prefer technologies as it gives them more...

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