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his year marks the 7th Passenger Self-Service Survey, co-sponsored by Air Transport World and SITA. Carried out at six major international airports in key regions of the world, the survey represents passenger opinions about technology used throughout the journey. It provides valuable insights into future IT strategic thinking and trends across the air transport industry. The 2012 Passenger Self-Service Survey addresses the following areas: Do passengers want more self-service? Is mobile self-service at a tipping point? Are passengers ready to buy using mobile phones? Is social media the channel of the future?
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2012 PASSENGER SELF-SERVICE SURVEY Highlights
2
AGENDA
DO PASSENGERS WANT MORE SELF-SERVICE? IS MOBILE SELF-SERVICE AT A TIPPING POINT? SOCIAL MEDIA – THE CHANNEL OF THE FUTURE?
| 2012 Passenger Self-Service Survey | © SITA
DO PASSENGERS WANT MORE SELF-
SERVICE?
3 3 | 2012 Passenger Self-Service Survey | © SITA
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WHAT DO PASSENGERS GET STRESSED ABOUT?
| 2012 Passenger Self-Service Survey | © SITA
SECURITY, TRANSFER AND CHECK-IN CONSIDERED MOST STRESSFUL
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PASSENGERS’ PRIORITIES FOR TECHNOLOGY ADOPTION
| 2012 Passenger Self-Service Survey | © SITA
7 | 2012 Passenger Self-Service Survey | © SITA
PASSENGERS’ PRIORITIES FOR TECHNOLOGY ADOPTION
Used self-service check-in on the day of travel
68%
DEPLOYMENT OF NEW SELF-SERVICE OPTIONS UNDER WAY!
8 | 2012 Passenger Self-Service Survey | © SITA
Source: Airline/Airport IT Trends survey 2012
IS MOBILE SELF-SERVICE AT A TIPPING POINT?
9 | 2011 Passenger Self-Service Survey | © SITA 9 | 2012 Passenger Self-Service Survey | © SITA
SMARTPHONE PENETRATION AMONG PASSENGERS SOARS
10 | 2012 Passenger Self-Service Survey | © SITA
MOBILE SELF-SERVICE READY FOR TAKE OFF
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MULTI-CHANNEL HERE TO STAY
12 | 2012 Passenger Self-Service Survey | © SITA
WEBSITE BOOKINGS DOMINATE, BUT MOBILE BOOKING SET TO GROW
*Airline IT Trends survey 2012
13 | 2012 Passenger Self-Service Survey | © SITA
Base: Channel used for booking tickets on the day of travel
By 2015, airlines expect to sell
of tickets through mobile, social media and kiosk*
12%
DIFFERENT REGIONS – DIFFERENT ATTITUDES
14 | 2012 Passenger Self-Service Survey | © SITA
PASSENGERS CAUTIOUS ABOUT MOBILE ADVERTISING
15 | 2012 Passenger Self-Service Survey | © SITA
MOBILE ADVERTISING: “MY WAY PLEASE”
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DIFFERENT DEPLOYMENT LEVELS
Mobile Commerce
Mobile Self-Service
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Source: Airline/Airport IT Trends survey 2012
SOCIAL MEDIA – THE CHANNEL OF THE FUTURE?
18 | 2011 Passenger Self-Service Survey | © SITA 18 | 2012 Passenger Self-Service Survey | © SITA
MAJORITY 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
19 | 2012 Passenger Self-Service Survey | © SITA
HEALTHY INTEREST, BUT NOT AS STRONG AS MOBILE, YET...?
20 | 2012 Passenger Self-Service Survey | © SITA
AIRLINES AND AIRPORTS DEPLOYMENT PRIORITIES DIFFER
21 | 2012 Passenger Self-Service Survey | © SITA
Source: Airline/Airport IT Trends survey 2012
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Open Q&A
| 2012 Passenger Self-Service Survey | © SITA
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