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….

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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

Boarding

BEYOND 2015,WEBSITE AND MOBILE WILL DRIVE PASSENGER PROCESSING


SecurityBag DropCheck InBooking

BEYOND 2015....

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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


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


BEYOND 2015....

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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

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

ce


http://iconbug.com/detail/icon/469/hippo/

http://iconbug.com/detail/icon/270/wireless/

http://sfpark.org/?page_id=1899

BIG DATA


Beyond 2015…

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

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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


| The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 201228

Thank [email protected]

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