Future of Travel - The passenger experience 2015

PASSENGER EXPERIENCE 2015

How passenger needs and wants stack up with Airline and Airport plans [Event] [Speaker Name] Title

AIR TRANSPORT IT TREND SURVEYS AND REPORTS

2

Airline IT Trends Survey

Airport IT Trends Survey

Baggage report

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

Passenger Self-Service

Survey

By 2015....

1. Buying behaviour for travel services will have changed

2. Self Service will have come of age

3. Passenger interaction for Customer Services will be both mobile and social

4. Higher quality business and customer intelligence will be essential

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

By 2015 ... Buying behaviour for travel services will have changed

IN 2012 WEBSITE DOMINATES AS PREFERRED BOOKING CHANNEL FOR PASSENGERS…


WEB AND MOBILE WILL BE THE TOP TWO CHANNELS FOR SALES BEYOND 2015


BY 2015, MOST AIRLINES AND AIRPORTS WILL BE LEVERAGING MOBILE FOR COMMERCE


Source: Airline/Airport IT Trends survey 2012

By 2015, airlines expect to sell

12% of tickets through mobile, social media and kiosk

Promotion Sales

TODAY, PASSENGERS CONSIDER MOBILE COMMERCE SERVICES AS THEIR LOWEST PRIORITY


Mobile Commerce

MOBILE ADVERTISING: MAYBE… BUT “MY WAY PLEASE”


BY 2015 ... BUYING BEHAVIOUR FOR TRAVEL SERVICES WILL HAVE CHANGED.... There will be a major focus on web and mobile sales

BUT, • A more personal experience will be expected • Privacy will still be of concern • Passengers will seek control


By 2015 ... Self Service will have come of age

BEYOND 2015,WEBSITE AND MOBILE WILL DRIVE PASSENGER PROCESSING


Bag Claim Transfer Boarding Dwell Time Security Bag Drop Check In Booking

SELF-SERVICE CHECK-IN IS WELL ESTABLISHED & ALREADY MULTICHANNEL



Industry Commitment to Kiosks

2015

THE ROLE OF MOBILE IN SELF-SERVICE IS STARTING TO TAKE OFF


PASSENGERS WELCOME SELF-SERVICE FOR BAG-DROP, BOARDING & TRANSFER



Baggage

Transfer

Boarding

Boarding

Transfer kiosks (CU)

BY 2015 OVER HALF THE AIRLINES AND AIRPORTS WILL HAVE IMPLEMENTED NEW CAPABILITIES



Self Boarding Unstaffed bag drop locations

Self printing bag-tag

BY 2015

SELF-SERVICE WILL HAVE COME OF AGE

• Passengers receptive to new aspects of self-service

• Most airports and airlines will have deployed multiple new services beyond check in

• Mobile will be dominant , but the kiosk will still have a role 17 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

By 2015… Passenger interaction for Customer Services will be both mobile and social

19

PASSENGER COMMUNICATION FOR CUSTOMER SERVICE EVOLVING FAST

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

Top two customer service channels beyond 2015

PASSENGERS VERY ACCEPTING OF MULTI CHANNEL CUSTOMER SERVICE


¾ OF AIRLINES AND AIRPORTS PLANNING TO INVEST IN MORE APPS FUNCTIONALITY


Complaints handling

12%

61%

15%

59%

Flight Status Notification

10%

68%

Missing Baggage Comms

Airport Status Updates

Airport Directions &

Maps

9%

58%

Flight Rebooking

62% OF TRAVELERS ARE ALREADY ACTIVE ON SOCIAL MEDIA

Source: http://www.socialbakers.com/facebook-statistics/

80% of 18-24 year olds are on social media


HEALTHY INTEREST IN SOCIAL MEDIA, BUT NOT AS STRONG AS MOBILE...YET!


AIRLINES’ AND AIRPORTS’ SOCIAL MEDIA BOTH HAVE STRONG AMBITION FOR SOCIAL MEDIA


Source: Airline/Airport IT Trends survey 2012

Real-time flight updates

Promotion Sales Social Seating

Check in

BY 2015 PASSENGER INTERACTION FOR CUSTOMER SERVICES WILL BE BOTH MOBILE AND SOCIAL

• Passengers are receptive to multi channel communications

• Many airports and airlines will have deployed multiple customer service related apps, both mobile and social media

• Mobile channel will dominate, but significant use of social media expected


By 2015 Higher quality business and customer intelligence will be essential

STRONG BUSINESS INTELLIGENCE INVESTMENT TO 2015

Industry Investments into BI

83% 80%


1 Collaboration

57%

2 More accurate information to

passengers

47%

3 Reducing flight

delays

46%

1 Customer Service/

passenger relationship management

39%

2 Travel

Distribution

38%

3 Flight Operation

30%


CHALLENGES AHEAD FOR BI IMPLEMENTATION

THE NEED FOR MORE COLLABORATION IS RECOGNISED


With each other

With ground services providers

With government organizations

VARYING PASSENGER ATTITUDES TOWARD SHARING PERSONAL DATA


BY 2015 ... HIGHER QUALITY BUSINESS AND CUSTOMER INTELLIGENCE WILL BE ESSENTIAL

• BI will have a major impact on operational performance and passenger satisfaction

• Airlines and airports will be committed to continuous improvements using BI

• The industry and passengers will be sharing data more open


THE PASSENGER EXPERIENCE 2015.... A 360 DEGREE VIEW

1. Buying behaviour will have changed

2. Self Service will have come of age

3. Customer Services will use mobile and social media

4. Higher quality business and customer intelligence will be essential


| The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012 33

Find out more… www.sita.aero/ittrendshub

Future of Travel - The passenger experience 2015

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