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PASSENGER TRENDS &
EXPECTATIONS
BEYOND 2015
Helping Airlines and Airports leverage
technology to meet changing passenger
demands, ensuring great customer service
Catherine Mayer
SITA
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
6 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
WITH COMMERCE SERVICES AS A
LOWEST PRIORITY
7 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
Mobile Commerce
BEYOND 2015, WEB AND MOBILE WILL BE
THE TOP TWO CHANNELS FOR SALES
8 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
Beyond 2015:
BEYOND 2015….
9
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
10 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
Bag ClaimTransferBoardingDwell TimeSecurityBag DropCheck InBooking
Baggage
Transfer
Boarding
Boarding
BEYOND 2015,WEBSITE AND MOBILE
WILL DRIVE PASSENGER PROCESSING
11 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
SecurityBag DropCheck InBooking
BEYOND 2015....
12
And airports, airlines, service providers must
offer the technology solutions to meet the
needs of the diverse passenger demands
| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
TODAY, PASSENGERS VERY ACCEPTING
OF MULTI CHANNEL CUSTOMER
SERVICE
13 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
14
BEYOND 2015 THE TOP TWO CUSTOMER
SERVICE CHANNELS WILL BE MOBILE AND
SOCIAL
| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
BEYOND 2015....
15
Airports, airlines, service providers must
offer human interaction on demand, via the
channel the customer wants
| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
Beyond 2015 ...
The technology trends
WEARABLE COMPUTING
17 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
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)
20 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
TECHNOLOGY IMPACT ON AIRPORTS AND
AIRLINES BEYOND 2015
Social
business
Big Data
WiFi
positioning
systems
App stores &
marketplaces
Cloud computing
Media tablets & beyond
Real-time parking
Business activity
monitoring (BAM)
NFC & mobile
payments
Next gen BI analytics
Business
Intelligen
ce
21 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
BIG DATA
22 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
Beyond 2015…
Leveraging technology
to help airports and
airlines meet the
evolving passenger
expectations
NEW TECHNOLOGIES BEING TESTED
TODAY
24 Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
25 Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
NEW TECHNOLOGIES BEING TESTED
TODAY
NEW TECHNOLOGIES BEING TESTED
TODAY
26 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
27
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
| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
| The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 201228
Thank you
Catherine.Mayer@sita.aero
To find out more…
www.sita.aero/ittrendshub

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'If you have seen one passenger, you have seen one passenger’. Or is the saying ‘If you have seen one airport you have seen one airport’? by Catherine Mayer

  • 1. PASSENGER TRENDS & EXPECTATIONS BEYOND 2015 Helping Airlines and Airports leverage technology to meet changing passenger demands, ensuring great customer service Catherine Mayer SITA
  • 2. 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
  • 3. Beyond 2015 ... The survey trends
  • 4. 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
  • 5. TODAY MOBILE TECHNOLOGY IS MORE ATTRACTIVE THAN SOCIAL MEDIA 6 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • 6. WITH COMMERCE SERVICES AS A LOWEST PRIORITY 7 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013 Mobile Commerce
  • 7. BEYOND 2015, WEB AND MOBILE WILL BE THE TOP TWO CHANNELS FOR SALES 8 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013 Beyond 2015:
  • 8. BEYOND 2015…. 9 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
  • 9. PASSENGERS WELCOME SELF-SERVICE FOR BAG-DROP, BOARDING & TRANSFER 10 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013 Bag ClaimTransferBoardingDwell TimeSecurityBag DropCheck InBooking Baggage Transfer Boarding Boarding
  • 10. BEYOND 2015,WEBSITE AND MOBILE WILL DRIVE PASSENGER PROCESSING 11 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013 SecurityBag DropCheck InBooking
  • 11. BEYOND 2015.... 12 And airports, airlines, service providers must offer the technology solutions to meet the needs of the diverse passenger demands | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • 12. TODAY, PASSENGERS VERY ACCEPTING OF MULTI CHANNEL CUSTOMER SERVICE 13 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • 13. 14 BEYOND 2015 THE TOP TWO CUSTOMER SERVICE CHANNELS WILL BE MOBILE AND SOCIAL | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • 14. BEYOND 2015.... 15 Airports, airlines, service providers must offer human interaction on demand, via the channel the customer wants | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • 15. Beyond 2015 ... The technology trends
  • 16. WEARABLE COMPUTING 17 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • 17. 18 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013 WEARABLE COMPUTING – at the airport
  • 18. 19 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013 WEARABLE COMPUTING
  • 19. FLEXIBLE SCREEN TECHNOLOGY (OLED) 20 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • 20. TECHNOLOGY IMPACT ON AIRPORTS AND AIRLINES BEYOND 2015 Social business Big Data WiFi positioning systems App stores & marketplaces Cloud computing Media tablets & beyond Real-time parking Business activity monitoring (BAM) NFC & mobile payments Next gen BI analytics Business Intelligen ce 21 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • 21. BIG DATA 22 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • 22. Beyond 2015… Leveraging technology to help airports and airlines meet the evolving passenger expectations
  • 23. NEW TECHNOLOGIES BEING TESTED TODAY 24 Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • 24. 25 Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013 NEW TECHNOLOGIES BEING TESTED TODAY
  • 25. NEW TECHNOLOGIES BEING TESTED TODAY 26 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • 26. 27 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 | Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
  • 27. | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 201228 Thank you Catherine.Mayer@sita.aero To find out more… www.sita.aero/ittrendshub

Notas do Editor

  1. A brief introduction to our surveys: The Airport survey, represents ~200 airports which manage 43% of world traffic, 2.3billion pax (in and out) The Airline survey released in June 2012, represents airlines carrying 1.25 billion pax, ~100 airlines equal to 57% of world passenger traffic The Passenger Self Service / Passenger Trends is released early October 2012 in association with Air Transport World ( 7 th year). Results based on o ver 2500 passengers interviewed @ 6 major airports, Airports to be included in 2012: Atlanta, Frankfurt, Abu Dhabi, Beijing, Mumbai, Sao Paulo All 4 surveys are built on a solid methodology, and enjoy a very good level of engagement to ensure very relevant results.