'If you have seen one passenger, you have seen one passenger’. Or is the saying ‘If you have...
Transcript of 'If you have seen one passenger, you have seen one passenger’. Or is the saying ‘If you have...
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
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Beyond 2015 ...
The survey trends
Airport IT Trends Survey
AIR TRANSPORT IT TRENDS SURVEYS AND REPORTS
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Passenger Self-Service Survey
Baggage Report
Airline IT Trends Survey
TODAY MOBILE TECHNOLOGY IS MORE ATTRACTIVE THAN SOCIAL MEDIA
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WITH COMMERCE SERVICES AS A LOWEST PRIORITY
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Mobile Commerce
BEYOND 2015, WEB AND MOBILE WILL BE THE TOP TWO CHANNELS FOR SALES
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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
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Bag ClaimTransferBoardingDwell TimeSecurityBag DropCheck InBooking
Baggage
Transfer
Boarding
Boarding
BEYOND 2015,WEBSITE AND MOBILE WILL DRIVE PASSENGER PROCESSING
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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
| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
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
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BEYOND 2015....
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Airports, airlines, service providers must offer human interaction on demand, via the channel the customer wants
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Beyond 2015 ...
The technology trends
WEARABLE COMPUTING
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WEARABLE COMPUTING – at the airport
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WEARABLE COMPUTING
FLEXIBLE SCREEN TECHNOLOGY (OLED)
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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
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BIG DATA
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Beyond 2015…
Leveraging technology to help airports and airlines meet the evolving passenger expectations
NEW TECHNOLOGIES BEING TESTED TODAY
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NEW TECHNOLOGIES BEING TESTED TODAY
NEW TECHNOLOGIES BEING TESTED TODAY
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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
| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
| The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 201228
Thank [email protected]
To find out more…www.sita.aero/ittrendshub