if you have seen one passenger, you have seen one passenger’. or is the saying ‘if you have seen...

PASSENGER TRENDS & EXPECTATIONS BEYOND 2015Helping Airlines and Airports leverage technology to meet changing passenger demands, ensuring great customer service

Catherine MayerSITA

AGENDA

Beyond 2015:

•The survey trends

•The technology trends

•Leveraging technology to help airports and airlines meet the evolving passenger expectations

3 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013

Beyond 2015 ...

The survey trends

Airport IT Trends Survey

AIR TRANSPORT IT TRENDS SURVEYS AND REPORTS

5 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

Passenger Self-Service Survey

Baggage Report

Airline IT Trends Survey

TODAY MOBILE TECHNOLOGY IS MORE ATTRACTIVE THAN SOCIAL MEDIA

WITH COMMERCE SERVICES AS A LOWEST PRIORITY

Mobile Commerce

BEYOND 2015, WEB AND MOBILE WILL BE THE TOP TWO CHANNELS FOR SALES

Beyond 2015:

BEYOND 2015….

Airports, airlines, service providers must have attractive, personalized, easy to use mobile and web applications to meet the customers’ evolving purchasing habits

| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013

PASSENGERS WELCOME SELF-SERVICE FOR BAG-DROP, BOARDING & TRANSFER

Bag ClaimTransferBoardingDwell TimeSecurityBag DropCheck InBooking

Baggage

Transfer

Boarding

BEYOND 2015,WEBSITE AND MOBILE WILL DRIVE PASSENGER PROCESSING

SecurityBag DropCheck InBooking

BEYOND 2015....

And airports, airlines, service providers must offer the technology solutions to meet the needs of the diverse passenger demands

TODAY, PASSENGERS VERY ACCEPTING OF MULTI CHANNEL CUSTOMER SERVICE

BEYOND 2015 THE TOP TWO CUSTOMER SERVICE CHANNELS WILL BE MOBILE AND SOCIAL

BEYOND 2015....

Airports, airlines, service providers must offer human interaction on demand, via the channel the customer wants

Beyond 2015 ...

The technology trends

WEARABLE COMPUTING

18| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013

WEARABLE COMPUTING – at the airport

19| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013

WEARABLE COMPUTING

FLEXIBLE SCREEN TECHNOLOGY (OLED)

TECHNOLOGY IMPACT ON AIRPORTS AND

AIRLINES BEYOND 2015

Social business

Big Data

WiFi positioning

systems

App stores &marketplaces

Cloud computingMedia tablets & beyond

Real-time parking

Business activity monitoring (BAM)

NFC & mobile payments

Next gen BI analytics

Business Intelligen

BIG DATA

Beyond 2015…

Leveraging technology to help airports and airlines meet the evolving passenger expectations

NEW TECHNOLOGIES BEING TESTED TODAY

BEYOND 2015….

• A more personal experience will be expected as passengers seek even more control (of information and processes)

• Self service expands but access to the “human touch upon demand,” via multiple channels, will be required

• Airports, airlines, service providers will incorporate new solutions such as wearable, flexible technologies to reduce costs while improving customer service

Thank youCatherine.Mayer@sita.aero

To find out more…www.sita.aero/ittrendshub

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