ATW SITA Technology webinar 01OCT2014

8/11/2019 ATW SITA Technology webinar 01OCT2014

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Air Transport Industry Insight

Is travel better with technology?

1

The SITA Passenger IT Trends Survey 2014


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OVERVIEW

Passenger sentiment towards todays technology-based se

The device-laden passenger

The passenger experience today

Passengers want personalized services

Welcoming wearable technologies

2 2014 Passenger IT Trends survey - 01 October 2014


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78% OF PASSENGERS SATISFIED WITH THEIR

TRAVEL EXPERIENCE BUT



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4

PASSENGER DISSATISFACTION

ACROSS WORLD REGIONS

2014 Passenger IT Trends survey - 01 October 2014


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ROOM FOR IMPROVEMENT ON FARES SEARCH

REAL TIME INFO AND IN-FLIGHT SERVICES



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OVERVIEW








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WEBSITE TECHNOLOGY HAS HAD

THE BIGGEST IMPACT TO DATE



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8

MOBILE IS MAKING ITS MARK



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PASSENGERS FUTURE INTENTIONS

FOR BOOKING



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OVERVIEW








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97% OF PASSENGERS CARRY A

MOBILE DEVICE



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12

STRONG INTEREST IN NEW MOBILE

SERVICES



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OVERVIEW








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14

MY TRIP . MY ALERTS . MY LIFE



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MY TIME MY DEVICE ...

MY IN-FLIGHT SERVICE



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OVERVIEW








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17

PASSENGERS READY FOR WEARABLES



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Significant improvement perceived on the pre-experience

Wearable technology is welcome

YES

Over a fifth of passengers are looking for signiimprovements

My trip, my device, my service, my life

BUT

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IS TRAVEL BETTER WITH TECHNOLOG



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Download the Passenger IT T

Survey 2014:www.sita.aero/surveys

For further information:

email: [email protected]: www.sita.aero/ittrendshub

or search the App Store for SITA IT Trends Hub



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Turkish Airlines JourneyTowards ADigital Customer Experienc

Kerem Kzltun, CIO Turkish Airlines

A d


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Agenda

Turkish Airlines Journey Towards A Digital Customer Experience

Discover Turkish Airlines

The IT Challenge: An Evergrowing Airline

Overcome The Challenge: Digital Aviation Vision

Digital Customer Experience

Digital Operations

Digital Office

Looking Ahead

Di T ki h Ai li


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Discover Turkish Airlines

The best airline in Europe which flies to most countries in the w

The number of aircraft in the Turkish Airlines fleet is 257,

with an average fleet age of 6.7 years.

Wide Body: 50

Narrow Body: 198

Cargo: 9

Passengers Carried

Passengers Growth

59.5 M passengers are expected to


Winner of 4 awards at the 2014 Skytrax World Airline Awards:

Best Airline Europe

Best Business Class Catering

Best Airline in Southern Europe

Best Business Class Lounge Dining

Country coverage is greater than any o

world.

World's 4th largest flight netw

257 destinations in 107 coun



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Turkish Airlines Diagonal Growth


Overcoming The Challenge: Digital Aviation Vision


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Digital

CustomerExperience

Digital

Operations

Digita

Office

Overcoming The Challenge: Digital Aviation Vision




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To strengthen direct sales, customer oriented kiosk, we

mobile applications

Kiosk 2.0

Web 3.0



Mo

Web 3 0


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Web 3.0


Increasing

online volume

Customer

oriented and

innovative

Compatibility

with the digital

strategy

Compatibilitywith mobile

devices&tablets

Integration with

Social MediaCustomer

Experience

Personalization

High

performance &

ease of use

Flexible system

architecture

Why Mobile Apps?


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Why Mobile Apps?


User friendly

Effective

advertising,

marketing

and sales

Mobile 2 0


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Mobile 2.0


Platforms:

iPhone

iPad

Android Phone&Tablet

Windows 8 Phone&Tablet

Functions

Ticketing

Reservation

Check-in

Miles&Smiles Loyalty

Baggage

Customer Relations

Interactive Marketing

Personalization

Mobile App Itself Is The Tip Of The Iceberg


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Mobile App Itself Is The Tip Of The Iceberg


Dead-end multichannel

coordination

Business

processes for

integration

Inadequate servers & infrastructure for large volume data

Poor midd

applicatio

models co

integratio

Misalign

developm

governanfor mobi

Kiosk Is Not Dead


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34%

32%

34%

LONDON HEATHROW

(LHR)

66%

33%

1%

iZMR ADNAN MENDERESAIRPORT (ADB)

Counter

CheckIn

Online CheckIn

Kiosk CheckIn

Kiosk Is Not Dead


Digital Operations


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Mobile Crew Operations

Mobile Device Management

Mobile Hub

Solutio

Mobile Ground Mobile Training

Mobile Main

Digital Cabin ManagementPaperless Cabin

Electronic Flight Bag

Paperless Cockpit

Improve operational efficiency by mobile appl

Digital Operations


Operations Will Be More Efficient


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Operations Will Be More Efficient


Bag Drop Bag Tag Printer

RFID FFP Card Video Kiosk

Digital Customer

Satisfaction Survey

System

Digital Office


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Document

Management System

Electronic Signature

ERP Mobile Approval

Digital vision for o

solutions

Digital Office


Looking Ahead


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Looking Ahead


Wearable Technology Internet of Thin

Unexpected mainten

Missing luggage

Delayed flights

Long che


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Thank You

ATW SITA Technology webinar 01OCT2014

Documents

Transcript of ATW SITA Technology webinar 01OCT2014