'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
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Addressing changing passenger demands while ensuring great customer service is challenging. How can airports, airlines and groundhandlers ensure they are meeting the customer’s needs? This presentation examines the trends from various surveys (airline, airport, passenger, baggage) and explores the expectations of our industry stakeholders when it comes to information technology, solutions, processes and best practices, for ensuring the best customer service and passenger experience in 2015 and beyond Further information: http://www.sita.aero/surveys-reports/industry-surveys-reports/flying-into-the-future?
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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
- 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.