if you have seen one passenger, you have seen one passenger’. or is the saying ‘if you have seen...
TRANSCRIPT
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PASSENGER TRENDS & EXPECTATIONS BEYOND 2015Helping Airlines and Airports leverage technology to meet changing passenger demands, ensuring great customer service
Catherine MayerSITA
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AGENDA
Beyond 2015:
•The survey trends
•The technology trends
•Leveraging technology to help airports and airlines meet the evolving passenger expectations
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Beyond 2015 ...
The survey trends
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Airport IT Trends Survey
AIR TRANSPORT IT TRENDS SURVEYS AND REPORTS
5 | The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 2012
Passenger Self-Service Survey
Baggage Report
Airline IT Trends Survey
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TODAY MOBILE TECHNOLOGY IS MORE ATTRACTIVE THAN SOCIAL MEDIA
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WITH COMMERCE SERVICES AS A LOWEST PRIORITY
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Mobile Commerce
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BEYOND 2015, WEB AND MOBILE WILL BE THE TOP TWO CHANNELS FOR SALES
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Beyond 2015:
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BEYOND 2015….
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Airports, airlines, service providers must have attractive, personalized, easy to use mobile and web applications to meet the customers’ evolving purchasing habits
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PASSENGERS WELCOME SELF-SERVICE FOR BAG-DROP, BOARDING & TRANSFER
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Bag ClaimTransferBoardingDwell TimeSecurityBag DropCheck InBooking
Baggage
Transfer
Boarding
Boarding
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BEYOND 2015,WEBSITE AND MOBILE WILL DRIVE PASSENGER PROCESSING
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SecurityBag DropCheck InBooking
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BEYOND 2015....
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And airports, airlines, service providers must offer the technology solutions to meet the needs of the diverse passenger demands
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TODAY, PASSENGERS VERY ACCEPTING OF MULTI CHANNEL CUSTOMER SERVICE
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BEYOND 2015 THE TOP TWO CUSTOMER SERVICE CHANNELS WILL BE MOBILE AND SOCIAL
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BEYOND 2015....
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Airports, airlines, service providers must offer human interaction on demand, via the channel the customer wants
| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
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Beyond 2015 ...
The technology trends
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WEARABLE COMPUTING
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WEARABLE COMPUTING – at the airport
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WEARABLE COMPUTING
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FLEXIBLE SCREEN TECHNOLOGY (OLED)
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TECHNOLOGY IMPACT ON AIRPORTS AND
AIRLINES BEYOND 2015
Social business
Big Data
WiFi positioning
systems
App stores &marketplaces
Cloud computingMedia tablets & beyond
Real-time parking
Business activity monitoring (BAM)
NFC & mobile payments
Next gen BI analytics
Business Intelligen
ce
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BIG DATA
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Beyond 2015…
Leveraging technology to help airports and airlines meet the evolving passenger expectations
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NEW TECHNOLOGIES BEING TESTED TODAY
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NEW TECHNOLOGIES BEING TESTED TODAY
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NEW TECHNOLOGIES BEING TESTED TODAY
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BEYOND 2015….
• A more personal experience will be expected as passengers seek even more control (of information and processes)
• Self service expands but access to the “human touch upon demand,” via multiple channels, will be required
• Airports, airlines, service providers will incorporate new solutions such as wearable, flexible technologies to reduce costs while improving customer service
| Beyond 2015 – Pax Experience | PTE April 2013 | © SITA 2013
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| The Passenger Experience 2015: a 360 degree view | November 2012 | © SITA 201228
Thank [email protected]
To find out more…www.sita.aero/ittrendshub