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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
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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?
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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
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PASSENGERS’ PRIORITIES FOR TECHNOLOGY ADOPTION
Used self-service check-in on the day of travel
68%
DEPLOYMENT OF NEW SELF-SERVICE OPTIONS UNDER WAY!
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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
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MOBILE SELF-SERVICE READY FOR TAKE OFF
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MULTI-CHANNEL HERE TO STAY
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WEBSITE BOOKINGS DOMINATE, BUT MOBILE BOOKING SET TO GROW
*Airline IT Trends survey 2012
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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
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PASSENGERS CAUTIOUS ABOUT MOBILE ADVERTISING
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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?
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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
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HEALTHY INTEREST, BUT NOT AS STRONG AS MOBILE, YET...?
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AIRLINES AND AIRPORTS DEPLOYMENT PRIORITIES DIFFER
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Source: Airline/Airport IT Trends survey 2012
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Open Q&A
| 2012 Passenger Self-Service Survey | © SITA
