Smarter at every step The Mega Trends CXO Perspective

Mittu Chandilya

Customer Experience Leveraging Technology

Leveraging TechnologyOn-board

In-Flight EntertainmentGate-to-Gate technology accessIn-flight internet connectivity

Mobile booking and terminal experience

Mobile check-in and smartphone boarding passesBag DropsSelf Check-in

Social Media

Invaluable tool to promote brands and improve customer engagement Enables an airline to add value to the customer experienceAs a direct and immediate communication tool, can be very dangerous

The way aheadFast, simple and efficient experiences

Fuelled by standards set by experiences that passengers have

in other industries

Managing Expectations

Passenger Expectations

Need for a holistic

approach to customer

experience in Aviation

Higher Revenues

TechnologyReducing Costs and Emissions

Source - http://marketrealist.com/2014/09/must-know-environmental-awareness-airline-industry/.

Technology Impact on Fuel

Retrofits WingletsAdvanced EnginesLighter materialsLower energy consumption

7-13%

New aircraft design before 2020

Geared Turbo Fan / LEAP enginesOpen Rotor EngineCounter rotating fanLaminar Flow to reduce aerodynamic drag

25-35%

New aircraft design after 2020

Blended wing bodyRevolutionary engine architectureFuel cell system

25-50%

The Indian Aviation Sector

Overview

By 2030, India’s working population to be thrice the total population in the US

By 2016, India’s middle incomeclass to be triple the total population in Germany

Working population is estimated to increase from 825 million in 2015 to 900 million by 2030, almost three times the US population

India’s middle income population is expected to 267 million by 2016 equivalent to over three-times Germany’s population

3rd largest aviation market by 2020Travel & tourism to contribute USD 475.43 billion to GDP by 2025

By 2020, passenger traffic atIndian airports is expected toincrease to 421 million from 106.45 million in 2016106.45

421

2016* 2020million

142.65

475.43

2015 2025E

USD billion

97.20

192.83

19.34 36.53

2015 2025E

CAGR: 41.02%

CAGR: 12.79%

Leisure Travel & Tourism spending (in USD Billion)

825

900

2015 2030million

CAGR: 0.6%

160

267

2011 2016million

CAGR: 10.8%

Challenges & Opportunities

Challenges

◇ Policy constraints and Security Regulations

◇ I.T. viewed as a non‐core strategy

◇ Lack of alignment among stakeholders

◇ Scarcity of skilled manpower in aviation IT technologies

◇ High attrition of trained resources

Opportunities

◇ Project Gagan

◇ Largely untapped market with huge growth opportunities

◇ Greater government focus onInfrastructure

◇ Threat of substitute product low resulting in innovation as a potential differentiator

A connected airline gets the right information to the

right places at the right time, which helps to

improve decision-making and resolve operational

problems in the short-term and reduce costs and

increase revenue in the long-term.

Source - http://www.pwc.com/us/en/industrial-products/publications/tailwinds-the-connected-airline.html

Thanks!Any questions?You can find me at:

@mittuchandilya

officialmittuchandilya

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Source: presentation of Mittu Chandilya

at the 2016 SITA Air Transport IT Summit, Barcelona.

2016 Air Transport IT Summit. Confidential. © SITA 2016