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
| Passenger IT Trends Survey | August 2016 | © SITA 2016
85% HAPPY PASSENGERS IN 2016
| Passenger IT Trends Survey | August 2016 | © SITA 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
| Passenger IT Trends Survey | August 2016 | © SITA 2016
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
| Passenger IT Trends Survey | August 2016 | © SITA 2016
HAPPY NOW, BUT NUMBERS ARE GROWING…
| Passenger IT Trends Survey | August 2016 | © SITA 2016
ONE SIZE DOES NOT FIT ALL
| Passenger IT Trends Survey | August 2016 | © SITA 2016
HYPERCONNECTED
PROFILES
ACROSS THE GLOBE
12
UNHAPPY - REUSE OR USE ?
| Passenger IT Trends Survey | August 2016 | © SITA 2016
WHICH TECH FOR CHECK-IN?
| Passenger IT Trends Survey | August 2016 | © SITA 2016
‘EASE OF USE’ MATTERS FOR ALL
| Passenger IT Trends Survey | August 2016 | © SITA 2016
• 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
| Passenger IT Trends Survey | August 2016 | © SITA 2016
PASSENGERS AND
BAGS
BAGS ARE IMPORTANT
3.2 Billion checked-in
1.14 bags checked-in per passenger
| Passenger IT Trends Survey | August 2016 | © SITA 2016
BAG COLLECTION A SOURCE OF
FRUSTRATION
| Passenger IT Trends Survey | August 2016 | © SITA 2016
PASSENGERS LESS HAPPY AFTER WAITING
10 MINUTES
| Passenger IT Trends Survey | August 2016 | © SITA 2016
CONNECTED BAGS – CONNECTED
PASSENGERS
| Passenger IT Trends Survey | August 2016 | © SITA 2016
SOUTH AFRICA
22
IN SOUTH AFRICA PASSENGERS ARE NOT YET
FULLY EMBRACING SELF-SERVICE
55% Global average
45% South Africa average
45%
| Passenger IT Trends Survey | August 2016 | © SITA 2016
LOWER USAGE OF TECHNOLOGY ALONG
THE JOURNEY EXCEPT DURING BOOKING
| Passenger IT Trends Survey | August 2016 | © SITA 2016
85% OF HAPPY PASSENGERS IN
SOUTH AFRICA
| Passenger IT Trends Survey | August 2016 | © SITA 2016
85% Global average
PLANNERS AND PAMPERED DOMINANT PROFILES
IN SOUTH AFRICA
| Passenger IT Trends Survey | August 2016 | © SITA 2016
USE OF SELF-SERVICE EXPECTED
TO RISE 15% IN 2017
| Passenger IT Trends Survey | August 2016 | © SITA 2016
PASSENGERS DEMAND FOR NEW MOBILE
SERVICES
28| Passenger IT Trends Survey | August 2016 | © SITA 2016
92% passengers
carry at least one
mobile device in
South Africa of in
2016
| Passenger IT Trends Survey | August 2016 | © SITA 2016
| Passenger IT Trends Survey | August 2016 | © SITA 2016
| Passenger IT Trends Survey | August 2016 | © SITA 2016
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THANK YOU !