ncr traveler experience survey
DESCRIPTION
Common use to multi-use: Navigating the next wave in self-serviceTRANSCRIPT
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Self-service has virtually transformed the way we check in, cutting wait
times and improving the passenger experience. Airports and airlines looking to replicate that
success are now exploring new ways to deploy kiosk, web and mobile self-service solutions
to solve other business challenges such as:
According to the 2013 NCR Traveler Experience Survey conducted for NCR Corporation in the
U.S., U.K., China, Brazil and UAE, travelers worldwide are ready to embrace the ease and
convenience of self-service well beyond check-in. Applying this do-it-yourself mindset to
key pain points throughout the airport can mitigate potential frustration and transform the
passenger experience.
Managing Cash
Processing Baggage
Irregular Operations
Airside Merchandising
Driving Incremental
Revenue
3
TOP 5 AREAS OF OPPORTUNITY
1 BAG TAG
The time saved by checking in online or via mobile is
lost when one must wait for an agent to tag checked
bags. Airlines can maximize web/mobile check-in
bene!ts, increase ancillary baggage fees and mitigate
the number of carry-ons by automating the entire
process from check-in to bag drop.
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Were you frustrated to have to wait in line to check a bag when you had already checked in online or via mobile?
Have you decided not to check a bag because of the anticipated delay/having to get agent assistance?
If you could print your own baggage tags without waiting in line to interact with an agent, would you do so?
21%
31%
25%
35%
28%
U.S.
Brazil
China
UAE
U.K.
14%
13%
17%
27%
22%
U.S.
Brazil
China
UAE
U.K.
83%
88%
88%
88%
77%
U.S.
Brazil
China
UAE
U.K.
BAG TAG
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TOP 5 AREAS OF OPPORTUNITY
2 PROMOTIONS AND RETAILING
Travelers have a desire to shop while at the airport
and are more likely to respond to timely, location-
based offers. Airports and airlines can capitalize on
this desire for right-time, right-place messaging by
leveraging their existing mobile, kiosk and interactive
display channels.
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47%
70%
47%
55%
59%
U.S.
Brazil
China
UAE
U.K.
Receiving a coupon/discount attached to your mobile boarding pass
35%
42%
38%
48%
26%
U.S.
Brazil
China
UAE
U.K.
Receiving a coupon/discount on the back of your paper boarding pass
48%
55%
60%
43%
41%
U.S.
Brazil
China
UAE
U.K.
Seeing a coupon/discount promoted through airport digital signage
22%
28%
19%
52%
25%
U.S.
Brazil
China
UAE
U.K.
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Which of the following would make you more likely to purchase something at the airport?
Do you typically make purchases in an airport prior to your "ight?
PROMOTIONS AND RETAILING
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TOP 5 AREAS OF OPPORTUNITY
3 CASH MANAGEMENT
While airlines and airports wish to minimize cash
handling, a number of consumers still wish to use
it and need to have local currency when traveling
internationally. There is an opportunity to deploy
self-service to eliminate the challenges associated
with cash management while making it easier and
more convenient for passengers by expanding their
payment access and options.
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58%
78%
70%
42%
77%
U.S.
Brazil
China
UAE
U.K.
15%
20%
33%
54%
25%
U.S.
Brazil
China
UAE
U.K.
57%
54%
87%
85%
75%
U.S.
Brazil
China
UAE
U.K.
CASH MANAGEMENT
Many airlines only accept credit cards for onboard purchases, particularly on international "ights. Would you like to be able to use cash for on board purchases?
Upon arrival in another country, have you ever found it dif!cult to obtain local currency for a taxi, train or other immediate purchases?
If your plane had an ATM on board that could provide you with the currency of your destination country, would you use it?
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TOP 5 AREAS OF OPPORTUNITY
4 IRREGULAR OPERATIONS
Having to re-accommodate passengers on delayed
or cancelled "ights can exacerbate an already
stressful situation. Airlines and airports that empower
passengers to search and book alternative "ights can
expedite the process and mitigate further frustration.
10
66%
67%
64%
81%
56%
U.S.
Brazil
China
UAE
U.K.
69%
67%
89%
84%
77%
U.S.
Brazil
China
UAE
U.K.
13
44
43
22 6
53
25
1436
50
4435
21
5341
Never had to wait More than an hourLess than an hour
%US
%UK
%Brazil
%China
%UAE
IRREGULAR OPERATIONS
Have you ever had a cancelled or delayed "ight?
In the event your "ight was cancelled, would you like the ability to search and book an alternate "ight with your mobile phone or kiosk, rather than wait in line?
How long did you have to wait to be rebooked?
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TOP 5 AREAS OF OPPORTUNITY
5 AIRSIDE MERCHANDISING
Empty seats are rare these days. Often times the overhead
bins are full before the plane is !nished boarding, and
blankets or specialty food items run out. Airlines that deploy
merchandising kiosks for things like priority boarding,
blankets and meals at the gate have an opportunity to
better serve passenger, drive incremental revenue and
improve on-time performance.
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13%
22%
17%
21%
25%
U.S.
Brazil
UAE
U.K.
China
28%
9%
20%
29%
21%
U.S.
Brazil
UAE
U.K.
China
36%
48%
69%
53%
52%
U.S.
Brazil
UAE
U.K.
China
12AIRSIDE MERCHANDISING
Have you ever wanted an item such as a blanket or snack on the plane but were unable to purchase one because they had run out?
Have you ever brought a carry-on bag but then had to check it at the gate because the overhead bins were full?
Would you pay a nominal fee for priority boarding to avoid checking your bag at the gate if the overhead bins were full to skip going to baggage claim upon arrival?
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THROUGHOUT THE TERMINAL Make it easy for travelers to !nd and purchase items prior to boarding by
delivering relevant and timely offers through your existing mobile, kiosk
and digital display channels.
AT THE GATE Alleviate last minute frustrations while opening a new source of revenue
by merchandising priority boarding, meals and other items at the gate
through self-service kiosks.
HOW TO DELIVER BETTER SERVICE WITH SELF-SERVICE
IN THE LOBBY Give passengers who choose to use self-service the opportunity to complete
the entire check-in transaction by tagging their own bags or selecting and
booking alternative "ights in the case of disruptions.
NCR Corporation | 3097 Satellite Boulevard . Duluth, Georgia 30096 . USA
NCR continually improves products as new technologies and components become available. NCR, therefore, reserves the right to change speci!cations without prior notice. All features, functions and operations described herein may not be marketed by NCR in all parts of the world. Consult your NCR representative or NCR of!ce for the latest information. All brand and product names appearing in this document are trademarks, registered trademarks or service marks of their respective holders.
©2013 NCR Corporation
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MethodologyThe 2013 NCR Traveler Experience Survey is an online survey of approximately 5,000 adult consumers in the U.S., U.K., China, UAE and Brazil was conducted in January and February of 2013 by market research !rms ORC International and Dimensions Research and Marketing Consultancy.