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
4
WHAT DO PASSENGERS GET STRESSED ABOUT?
| 2012 Passenger Self-Service Survey | © SITA
SECURITY, TRANSFER AND CHECK-IN CONSIDERED MOST STRESSFUL
5 | 2012 Passenger Self-Service Survey | © SITA
6
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
11 | 2012 Passenger Self-Service Survey | © SITA
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”
16 | 2012 Passenger Self-Service Survey | © SITA
DIFFERENT DEPLOYMENT LEVELS
Mobile Commerce
Mobile Self-Service
17 | 2012 Passenger Self-Service Survey | © SITA
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
22
Open Q&A
| 2012 Passenger Self-Service Survey | © SITA
