passenger experience 2015

ning Good mor y jo John, en tary en complim with es beverag fasts reak all b rport in the ai day to lounge

By 2015

BUYING BEHAVIOUR FOR TRAVEL SERVICES WILL HAVE CHANGED

70%

Today, of passengers book through airline websites

74%

61%

of passengers want more personalization before engaging more with mobile commerce

of airlines will sell tickets via mobile apps by 2015

89%

of airline executives believe that mobile apps will be an equally dominant sales channel

By 2015

SELF SERVICE WILL HAVE COME OF AGE

70%

passengers carry a smartphone now

31%
By 2015
PASSENGER INTERACTION FOR CUSTOMER SERVICES WILL BE BOTH MOBILE AND SOCIAL
GO TO
GO TO GATE 12

91%
of airlines believe that mobile apps and social media will become a dominate customer service channel

+50%
Over 50% of airports/airlines have plans to implement transfer and self-boarding kiosks

40%
Today, 40% more passengers are using mobile boarding compared to 2010

90%
By 2015, 90% of airlines will offer mobile check-in

62%
YOUR FLIGHT NO.654 WILL LEAVE FROM GATE 10

of passengers are active on social media today

9 out of 10 passengers want ight status info on mobiles, self-boarding and transfer kiosks

GATE

12

By 2015
80%
of airports will be sharing data with airlines

70% 58%
of airlines of airports
will implement ight status updates via social media

THE INDUSTRY WILL HAVE HIGHER QUALITY BUSINESS INTELLIGENCE

89% of passengers want mobile ght updates, only 65% do via social media

of airlines will be sharing data with airports

53%

80%
Source: SITA's IT Trends Surveys. For more information visit www.sita.aero/surveys

of airports/airlines will invest in business intelligence solutions in the next 3 years

55%
NO
of passengers say to sharing personal data