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

passengerexperience2015

By 2015 SELF SERVICE WILL HAVE COME OF AGE

of passengers want more ‘personalization’ before engaging more with mobile commerce

61%

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

+50%

By 2015 BUYING BEHAVIOUR FOR TRAVEL SERVICES WILL HAVE CHANGED

By 2015 PASSENGER INTERACTION FOR CUSTOMER SERVICES WILL BE BOTH MOBILE AND SOCIAL

of airlines will sell tickets via mobile appsby 2015

89%

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

Today,of passengers book through airline websites

74%

By 2015 THE INDUSTRY WILL HAVE HIGHER QUALITY BUSINESS INTELLIGENCE

of passengers say

NO to sharing personal data

55%

53%of airlines will be sharing data with airports

80%of airports/airlines will invest in business intelligence solutions in the next 3 years

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

90%

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

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

GO TOGATE 12

GO TOGATE

12

80%of airports will be sharing data with airlines

70% passengers carry a smartphone now

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

40%

will implement flight status updates via social media

58%of airports

70%of airlines

YOUR FLIGHT NO.654 WILL LEAVE FROM GATE 10

91%

of passengers are active on social media today62%

Good morning

John, enjoy

complimentary

beverages with

all breakfasts

in the airport

lounge today

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

70%

31%