This presentation is drawing on findings from SITA’s four annual industry research initiatives. It provides valuable insights into future IT strategic thinking and trends across the air transport industry. Most of our content is based on three global surveys. Every year, SITA surveys senior executives at the top 200 airlines and airports in the world to ask about technology adoption in their organisation. Carried out at six major international airports in key regions of the world, SITA also runs a survey representing the passenger opinions about technology used throughout the journey.

1. PASSENGER
EXPERIENCE 2015
How passenger needs and wants stack up with
Airline and Airport plans
[Event]
[Speaker Name]
Title

2. AIR TRANSPORT IT TREND SURVEYS AND
REPORTS
Airline IT Trends Airport IT Trends
Survey Survey
Passenger Baggage report
Self-Service
Survey
2 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

3. 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

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

5. IN 2012 WEBSITE DOMINATES AS
PREFERRED BOOKING CHANNEL FOR
PASSENGERS…
5 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

6. WEB AND MOBILE WILL BE THE TOP TWO
CHANNELS FOR SALES BEYOND 2015
6 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

7. BY 2015, MOST AIRLINES AND AIRPORTS WILL
BE LEVERAGING MOBILE FOR COMMERCE
By 2015, airlines
expect to sell
12%
of tickets through
mobile, social media
and kiosk
Promotion Sales
Source:
Airline/Airport IT
Trends survey 2012
7 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

8. TODAY, PASSENGERS CONSIDER MOBILE
COMMERCE SERVICES AS THEIR LOWEST
PRIORITY
Mobile Commerce
8 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

9. MOBILE ADVERTISING: MAYBE…
BUT “MY WAY PLEASE”
9 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

10. 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
10 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

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

12. BEYOND 2015,WEBSITE AND MOBILE WILL
DRIVE PASSENGER PROCESSING
Booking Check In Bag Drop Security Dwell Time Boarding Transfer Bag Claim
12 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

13. SELF-SERVICE CHECK-IN IS WELL
ESTABLISHED & ALREADY MULTICHANNEL
2015
Industry Commitment to Kiosks
Booking Check In Bag Drop Security Dwell Time Boarding Transfer Bag Claim
13 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

14. THE ROLE OF MOBILE IN SELF-SERVICE IS
STARTING TO TAKE OFF
14 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

15. PASSENGERS WELCOME SELF-SERVICE
FOR BAG-DROP, BOARDING & TRANSFER
Transfer
Baggage
Boarding
Boarding
Booking Check In Bag Drop Security Dwell Time Boarding Transfer Bag Claim
15 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

16. BY 2015 OVER HALF THE AIRLINES AND AIRPORTS
WILL HAVE IMPLEMENTED NEW CAPABILITIES
Self printing Unstaffed bag drop
Self Boarding Transfer kiosks (CU)
bag-tag locations
Booking Check In Bag Drop Security Dwell Time Boarding Transfer Bag Claim
16 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

17. 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

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

19. PASSENGER COMMUNICATION FOR CUSTOMER
SERVICE EVOLVING FAST
Top two customer service channels beyond 2015
19 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

20. PASSENGERS VERY ACCEPTING OF MULTI
CHANNEL CUSTOMER SERVICE
20 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

21. ¾ OF AIRLINES AND AIRPORTS PLANNING TO
INVEST IN MORE APPS FUNCTIONALITY
61% 59% 68%
58%
12% 15%
10% 9%
Complaints Flight Status Airport Status Missing Flight Airport
handling Notification Updates Baggage Rebooking Directions &
Comms Maps
21 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

22. 62% OF TRAVELERS ARE ALREADY ACTIVE
ON SOCIAL MEDIA
80% of 18-24 year olds are
on social media
Source: http://www.socialbakers.com/facebook-statistics/
22 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

23. HEALTHY INTEREST IN SOCIAL MEDIA,
BUT NOT AS STRONG AS MOBILE...YET!
23 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

24. AIRLINES’ AND AIRPORTS’ SOCIAL MEDIA BOTH
HAVE STRONG AMBITION FOR SOCIAL MEDIA
Sales Promotion Social Check Real-time flight
Seating in updates
Source:
Airline/Airport IT
Trends survey
2012
24 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

25. 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
25 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

26. By 2015
Higher quality
business and
customer
intelligence will be
essential

27. STRONG BUSINESS INTELLIGENCE INVESTMENT
TO 2015
39%
38%
30%
1
Customer Service/
passenger
2 3
Travel
83% 80% relationship Distribution Flight Operation
management
57%
47%
1 46%
Industry Investments
Collaboration
2 3
More accurate
into BI information to
Reducing flight
delays
passengers
27 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

28. CHALLENGES AHEAD FOR BI
IMPLEMENTATION
28 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

29. THE NEED FOR MORE COLLABORATION IS
RECOGNISED
With each other
With ground services providers
With government organizations
29 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

30. VARYING PASSENGER ATTITUDES
TOWARD SHARING PERSONAL DATA
30 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

31. 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
31 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

32. 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
32 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012

33. Find out more…
www.sita.aero/ittrendshub
33 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012