sita airline it trends survey 2016
TRANSCRIPT
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2016AIR TRANSPORT INDUSTRY INSIGHTS
SITA INSIGHT
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FOREWORD
We have heard a lot in recent years about thepotential of the Internet of Things (IoT) and oursurvey indicates, for airlines at least, the hype isstarting to turn into reality.
Most projects are currently small scale trials used to gain
knowledge on what might be possible. But a sizeable number
of airlines are investing in smart systems to deliver accurate
information, such as queue lengths and time to gate, to
passengers via mobile apps and, further down the line,
smartwatches.
Technology is also making aircraft smarter. We have taken
a look at how fast the industry is moving towards connected
aircraft and the expected impact they will have. Currently
two-thirds of airlines plan to have them in their fleet by 2019.
This year we have also looked at the hot topic of cyber
security. Encouragingly, more than 60% of airlines placeoversight for cyber security at the board level rather than
within IT departments, suggesting it is starting to be viewed
much more as a business risk.
Overall, IT spend as a percentage of revenue has stayed
broadly flat since our last survey, but it is forecast to pick up
this year and we note an unusually high proportion of CIOs
predicting budget increases for 2017.
Much of that money is earmarked for maintaining existing
IT services and infrastructure, but innovation projects are
starting to take a larger slice with a particular focus on
making mobile apps the go-to technology for self-service,
information or customer service.
For the last 18 years we have been tracking the key
technology trends of airlines. We appreciate it is only possible
to provide such a comprehensive view through the generosity
of time given by the many respondents. We thank you and ask
for your continued support in the years to come.
This is one of three complimentary SITA surveys covering
IT trends from the perspective of airlines, airports andpassengers. Together they provide a unique 360 degree view
on how IT is shaping the way people fly.
For more information on all our surveys and accompanying
features and analysis, visit www.sita.aero/surveys.
Francesco Violante
CEO, SITA
Max Kingsley-JonesEditor, Airl ine Business
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CONTENTS
ABSOLUTE IT SPEND STABLE 4
IOT DRIVING NEW TECHNOLOGIES 6
INDUSTRY HOT TOPICS 8
CONNECTED AIRCRAFT 9
MOBILE DRIVING SELFSERVICE GROWTH 11
FOCUS ON CHINA 13
METHODOLOGY 16
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ABSOLUTE
IT SPEND STABLE
CONFIDENCE GOING FORWARD
Overall IT spend by airlines in 2015 was 2.7% of revenues,
marginally below the 2.8% spent in 2014. Two-thirds of this
was controlled by the CIO, with the remainder spread across
other departments budgets.
In 2016, airlines predict their IT spending will grow as a
percentage of revenues to 3.0% and that confidence looks set
to extend to 2017 with 52% of CIOs predicting their operating
spend and 57% expecting their capital spend, to increase
compared to 2016. This is considerably more positive than
projections in our previous surveys.
This years survey continued to show a growing shift of
operational IT spend away from internally delivered services
towards outsourced or external contractors. In 2015, 35%
was spent on the internal IT department, down on the 42%
spent in 2014 and 2016 looks to follow a similar pattern
with 34% budgeted for internal IT departments and 66% for
outsourcers or external contractors.
57%OF AIRLINES EXPECT CAPITAL IT SPENDTO INCREASE IN 2017
Majority of airlines expect IT spending to increase in 2017
% of airlines expecting IT spend change for next year
Increase
Same
Decrease
2016
Operatng spend
2017
39% 37%
39%
22% 11%
52%
2016
aptal spend
2017
49%
31%
38%
13% 12%
57%
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Service continuity consumes the largest proportion of IT
budgets with maintenance taking the biggest slice grabbing
29% of the total IT spend. However, there are signs of
an increasing focus on advancing capabilities in 2016,
particularly in software development where the proportion of
budget spend has grown compared to the 2015 survey.
INVESTMENT PRIORITIES
Mobile continues to dominate the IT investment agenda
for passenger services. Nearly 80% of airlines plan major
investments in passenger services via smartphones over
the next three years, while 71% of airlines expect to do the
same for tablets. Other major investments in the passenger
experience are centered on generating ancillary revenues
with 64% of airlines planning programs that will achieve this.
Two passenger areas where most airlines are still at the R&D
or pilot project stage are self-service for irregular operations
and IATAs New Distribution Capability, which 43% and 40% of
airlines are evaluating, respectively.
On the operational side, major investments include
implementing Electronic Flight Bags (EFB) (71% of airlines),
while around half of airlines plan to equip staff and ground
handlers with mobile technologies. There is also growing
interest in collaborative platforms, such as Yammer, for staff,
with 36% of airlines planning major programs and a further
41% initiating R&D projects.
This year there has also been a marked increase in the
number of airlines making investments in the Internet of
Things (IoT). 68% of airlines have committed budget to major
projects or research and development over the next three
years, up from just over half in the 2015 survey.
Growing focus on development and innovation
2015 operating and capital IT spend split across categories
Innovation/enriching assets
Service continuity
Maintenance
Software development
Telecommunications/network
Data centre
New deployments
Devices
29%
21%
66%
34%(+1.7pt)
(-1.7pt)16%
14%
8%
12%
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IOT DRIVING NEW
TECHNOLOGIES
There are high expectations that Internet of Things (IoT)
technologies can play a big role in making air travel more
efficient and improve the passenger experience.
In our 2015 survey airlines indicated there were clear benefits
to be had from the IoT and this year we are seeing many
airlines back that belief with serious money. In fact, 29%
of airlines have embarked on major IoT programs, up fromjust 16% in the 2015 survey, while another 38% of airlines
are planning research and pilot projects over the next three
years.
Today, the IoT is still in its infancy within the industry and that
is underlined by the fact that the most common IoT-enabled
initiative of fuel/engine monitoring has been implemented
at only one in five airlines (22%). The second and third most
commonly implemented - managing equipment condition/
consumable levels and managing the aircraft environment
have been achieved at less than one in ten airlines.
Nevertheless, there is a good level of interest in R&D projects
around IoT. Just over 60% of airlines are investigating smart
baggage tagging over the next three years, while 47% and
66% of airlines, respectively, plan to evaluate single travel
token and fuel/engine monitoring.
IOT CONNECTIVITY BEING DEPLOYEDThe number of airl ines showing interest in IoT gateway
technologies like beacons and sensors to provide passenger
information has grown sharply since our 2015 survey. For
example, the number of airlines with no plans to provide
walk to gate times to passengers has fallen from 66% to
38% of airlines. Similarly, the no plans for notification of bag
collection details has dropped to 37% of airlines from 60% in
our last survey.
These technologies will also support airline plans to grow
ancillary revenues. Currently, the key data used to determine
the offers that customers receive is based on frequent flyer
information, but our survey suggests the passengers location
will play a greater role in future.
Smart baggagetagging to enable
continuoustracking
61%
Fuel / enginemonitoring to
generateefficiencies
66%
Passengeridentification(single travel
token)
47%
Monitoring
location/conditionof assets
42%
Manage
equipmentcondition
/consumablelevels
50%
Major focus on IoT for passenger and operational benefits
% of airlines focusing resources on IoT initiatives over next three years
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CHALLENGES
While momentum behind the IoT is starting to gather pace,
airlines still see a number of potential issues that could slow
progress. Top of the list is the upfront cost of implementing
IoT devices, cited as a major challenge by 53% of airlines,
while developing machine-learning techniques is a major
concern for 49% of airlines.
For passenger-related projects, 97% of airlines believed the
perceived invasion of passenger privacy was an IoT challenge
to some degree.
WEARABLES ARE CATCHING ON BUT SLOWLY
Among emerging technologies starting to appear in the
industry are passenger wearables, such as smart glasses or
watches, which are seen as having the most potential over the
next five years. Currently, 11% of airlines are in the process
of trialling services for these, with another 28% expecting to
over the next five years.
Wearables for staff have been adopted less by airlines so far,
but in five years, 40% of airlines will undertake R&D projects
or trials, putting it on par with passenger wearables.
Longer term, the single biometric travel token is expected
to become a viable alternative to current passenger identity
processes. In the next ten years, just over half of airlines
(54%) plan to evaluate the technology, while 43% will do the
same for artificial intelligence (AI).
Next 5 years Next 10 years
40% 39% 30% 23% 20%
51% 53% 54% 44% 37%
Single biometrictravel token for
identitymanagement
Wearablesfor staff
(Smartwatch /Smartglasses)
Virtual realityservices forpassengers
Specificwearable-enabled
services forpassengers
ArtificialIntelligence
19%
37%
Virtual realityservices for
staff
Mid term trials planned for wearables
% of airlines expecting to trial new technologies in next five to ten years
68%OF AIRLINES PLANNING IOTPROJECTS BY 2019
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CYBER SECURITY
Cyber threats have become a hot topic for CIOs in recent
years and this is reflected in our survey with 63% of
respondents indicating it is a board level responsibility at
their airline.
With its higher visibility, a large majority of CIOs (72%) are
investing in major cyber security projects, with a further 19%
engaged in R&D projects.
It means most airlines believe they are better positioned to
deal with potential threats than a few years ago. In fact 48%
of airlines indicate they are prepared for the common types
of cyber threats, compared to only 17% that believed this was
the case three years ago.
In addition, while only 5% of airlines were robustly prepared
three years ago to deal with any type of cyber threat, that has
now increased to 24% of airlines. More than 70% of airlines
have beefed up education and training around cyber securit y
and that will be the norm across almost all airlines in the nextthree years.
Other initiatives around cyber security, such as software
development, incident response, and intelligence and
analytics, will all be almost universally adopted within the
next 3 years.
BAGGAGE TRACKING
The industry is working towards making baggage as easy
to track as parcels. Much of the work around this has been
driven by IATA Resolution 753, which calls on airlines to
ensure end-to-end tracking of baggage from June 2018.
Interestingly, compliance with the resolution figures fairly
low in airline IT investment priorities over the next three
years. Only 24% of airlines have a major program focused on
it, while 26% have no plans at all. The remaining airlines are
evaluating technologies through trials or pilot projects with
smart bag tagging a key area of evaluation.
Looking behind these numbers airlines are citing a number of
challenges they face to comply with the resolution. The major
issue most commonly mentioned by airline respondents is
the lack of visibility of the investment and running costs of abaggage tracking solution - 43% of airlines report this as a
major challenge.
Poor communication with airports also appears to be a
common factor. Nearly two in five airlines (39%) cited airport
collaboration as a major challenge, while 37% indicated lack
of awareness of airport readiness.
Despite the challenges, airlines expect a number of business
benefits to materialize from making the investment. Most
airlines (77%) believe improving customer satisfaction is the
major benefit. That will be helped by being able to provide
passengers with visibility on their bags. In fact, 61% of airlinesnoted more accurate and timely baggage information for
passengers as a major benefit.
INDUSTRY HOT TOPICS
26%OF AIRLINES HAVE MADE NO PLANS FORCOMPLIANCE WITH IATAS BAGGAGE
TRACKING RESOLUTION 753
Cyber security is an investment priority
% of airlines investing in major programs over the next three years
24%
Complianceto IATA
Resolution753
(bag tracking)
72%Cyber
security
initiatives
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CONNECTED AIRCRAFT
Aircraft with advanced communication capabilities are
starting to enter the fleet. These so called connected aircraft
open the door to better aircraft utilization through efficiency
improvements and the introduction of new services for
passengers and crew.
This year we have extended our survey to gauge where
the industry is and where it sees the benefits of connectedaircraft.
Slightly over one-third of respondent airlines (37%) operate
connected aircraft today, but this will nearly double to 66%
within the next three years. Just over one in four airlines
(27%) have yet to place any orders for connected aircraft.
There is a strong consensus that the main benefit from these
aircraft will come largely from service improvements for
passengers rather than operations. Just under half (46%) of
airlines cite improving the passenger experience as the main
expected benefit.
46%OF AIRLINES SEE IMPROVING PASSENGEREXPERIENCE AS MAIN CONNECTEDAIRCRAFT BENEFIT
Two thirds of airlines to operate connected aircraft in next three years
% of airlines with connected aircraft plans
Already operatingconnected aircraft
37%
Already operating & currentlytaking delivery of connectedaircraft
45%
Already operating and takingdelivery of connected aircraftby end of 2019
66%
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Only 15% of airlines see maintenance/aircraft health
monitoring as the main driver for purchasing connected
aircraft, while 12% see benefits for pilots and 7% cabin crew
improvements, such as tablet apps and credit card payments,
as the main benefit.
WIFI TO CHANGE IFE STRATEGIES
Interest in installing Wi-Fi on board for both crew and
passenger usage is rising. Around half of airlines are
planning major projects in this area over the next three years,
up from around 40% reported in the 2015 survey. Around 30%
of airlines expect to initiate trials by 2019.
This trend is leading to declining interest in traditional
seatback IFE systems. In this years survey there has been a
sharp reduction in the number of airlines of fering or planning
to offer services to passengers through seatback screens,
including voice calls and SMS, internet access and file
streaming.Conversely airlines are attaching growing importance
to providing connectivity and entertainment through the
passengers own device. In fact by the end of 2019, nearly
three-quarters (74%) of airlines will provide wireless internet
access to passengers and 70% will provide multi-media
streaming to the passengers own device.
Airlines driving on-board services to passenger devices
% of airlines planning in-flight services
Passenger devces Arlne suppled devces
33%Today Today Today Today Today
By 2019 By 2019 By 2019 By 2019 By 2019
24% 21% 23% 19%
74% 70% 58% 57% 61%
Mobile phoneInternet InternetMulti-media file
streamingMulti-media file
streaming
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MOBILE DRIVING
SELFSERVICE GROWTH
Airlines are positioning their mobile apps as the go-to place
for passengers by adding self-service functionality, ancillary
services, as well as providing more information and better
customer service options.
STEADY GROWTH OF MOBILE CHECKIN
Three out of four airlines have already made check-in andboarding passes widely available through their mobile app
and these services will become almost universal - surpassing
the 90% mark by 2019.
Passenger usage of them is also picking up as familiarity with
mobile services increases. In 2015, check-in via a mobile app
(smartphone and tablets) accounted for 12% of passengers, a
steady growth on the 9% seen in the previous survey. Airlines
forecast this to reach nearly one-third (31%) of passengers
by 2019.
REVENUE GENERATION
Monetizing mobile investments through revenue generation
is well underway. Today, around two-thirds of airlines offer
flight booking through their app, and by 2019 a further 18%
plan to implement the service.
Currently the value of sales through mobile apps is low with
airlines globally stating around 4% of their total revenue
comes this way. However, airlines predict this will nearly
triple to reach a global average of close to 12% in the next
three years.
The expectation for non-ticketing sales is even higher.
Although just over 4% of ancillary revenues are generatedthrough mobile apps today, by 2019 that figure is expected to
jump to just over 14%.
To help build usage, airlines are adding ancillary services to
their apps in greater number. Initially the focus is on airline-
related offers, such as lounge access, Wi-Fi and seating, but
by 2019 the number offering non-airline services on their app,
such as car rental and travel insurance, will jump from 45% of
airlines to 80%.
INFORMATION SERVICES ENHANCINGMOBILE APPS
More airlines are adding notification services to enhance
the value of their mobile app and provide customer service
support via smartphones and tablets.
Flight status updates are already common, but there has
been a surge over the last year in the number of airlines
providing location-based notifications, such as time to gate.
This has doubled from 7% in last years survey to 14% this
year and this will continue to rise in the next three years to
reach 70% of airlines.
Resolving customer service issues, such as missed flights,
is another mobile functionality that has been widely added to
apps since our last survey with around one-third now offering
the possibility, compared to only 8% previously.
The focus for future mobile notification services has moved
to baggage. The majority of airlines (circa 60%) are planning
to introduce baggage-related features to their smartphoneand tablet apps over the next three years, including baggage
location updates, missing bag communication and lost bag
reporting.
Implemented today
Planned by 2019
Missing baggage
communication
Real-time baggage status
information for passengers
Location-based
notifications
Baggage location
status updates
72%(+8%pts on 2015)
70%(+5%pts on 2015)
14%
12%
7%
71%(+8%pts on 2015)
11%
66%(-4%pts on 2015)
More airlines planning location based
smartphone/tablet services
% of airlines planning smartphone/tablet based services
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47%OF AIRLINES WILL OFFER SMARTWATCH
BOARDING BY 2019
SMARTWATCHES
A number of airlines are looking to extend their mobile
services to smartwatches with three areas garnering strong
attention check-in, boarding passes and f light updates.
Within the next three years, nearly half of airlines will have
implemented these services on smartwatches with flight
updates and boarding passes the most commonly available at47% of airlines.
WIFI IS AN ISSUE
For all the good intentions of airlines to drive passenger
usage of their mobile apps with new features and
functionality, many believe access to Wi-Fi is an obstacle,
particularly on board aircraft. In fact 89% of airlines see
inadequacy of Wi-Fi and Internet access in-flight as an issue
with 55% believing it to be a major challenge.
EXTENDING SELFSERVICE INFRASTRUCTUREOutside of mobile investments, airlines continue to expand
self-service to other passenger pain points, particularly
around baggage and flight boarding.
Self-printing of bag tags from airport kiosks is already a fairly
common experience for passengers and the vast majority
(86%) of airlines will have implemented this service by 2019.
Much newer is home printing of bag tags. Only 10% of airlines
offer this today, but there is strong growth predicted over the
next three years with a fur ther 49% planning to make this
option available to passengers.
Closely associated is the availability of bag drop facilities.
Nearly two-thirds of airlines (63%) have already introduced
the assisted version, significantly up on the 37% reported in
last years survey. A further 24% of airlines plan to do so in
the next three years.
Unassisted bag-drop has been less prevalent among airlines
up to now, with only 23% having deployed it, slightly up on the
17% reported in the 2015 survey. However, as passengers
grow in confidence with baggage processing technology, a
further 50% of airl ines plan to introduce unassisted bag-drop
in the next three years.
Self-boarding gates are further behind the self-service curve
and they are not always within the jurisdiction of airlines.
Today, only 10% of airlines have implemented them, but if
investment plans are realized this will grow to 42% of airlines
by the end of 2019.
Inadequate coverageor speed of Wi-Fi
At airport
On board
Passengers not willing/able to use Wi-Fi
Inconsistency/inadequacy of Wi-Fi
Passengers not willing/able
to use connectivity on board
27% 78%
Major challengeChallenge
11% 52%
55% 89%
29% 72%
Major connection challenges are on-board and in airport
% of airlines stating challenges to deliver services
to mobile devices
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FOCUS ON CHINA
Last year was another stellar year for Chinese aviation with
traffic growth of 15%, helped by soaring international traffic
up 33%. Not surprisingly, confidence among Chinese CIOs
is high. None of those responding is expecting a budget
decrease for 2017, while just over half (52%) expect their
budget to increase.
Overall airline IT spend at 2.9% of revenues is outpacing theglobal level. Driving the f igure is capital investment, which in
2016 is projected to be 40% higher per dollar of revenue than
global counterparts.
Looking deeper at where that money is being spent reveals
that most airlines have a number of major IT programs for
passengers planned over the next three years. In particular,
80% of airlines are planning to upgrade their passenger
management system and a similar number will implement
passenger services via smartphones and social media.
In terms of investing in specific technologies, 80% of Chinese
airlines have plans for a major program on cloud, 44% onpredictive analytics, and 90% on data centers.
SELFSERVICE ADOPTION
Currently, passengers of Chinese airlines are behind the
curve on using self-service technologies for check-in.
Globally, airlines say 48% of passengers use self-service
to check-in, compared to 39% reported by Chinese airlines,
with most of the difference accounted for on mobile usage.
Worldwide, 12% of passengers use either a smartphone or
tablet to check-in versus 7% in China.
However, airlines are predicting aggressive adoption of self-
service by passengers over the next three years, which will
see them catch up to the global level by 2019.
Despite the lower passenger adoption, Chinese airlines are
ahead of global levels for many self-serv ice technologies.
For example, 70% of Chinese airlines have already deployed
automatic check-in, more than double the number of airlines
globally, although only 3% of passengers are currently using
it according to airlines in China, slightly below global levels.
Providing staff with mobile dev ices to help with check-in
and boarding is also twice as common in China, compared
to elsewhere. 80% of Chinese airlines have staff with mobiledevices for passenger processing versus 41% of airlines
globally.
Another area where Chinese airlines are well ahead of their
global counterparts is self-boarding gates. One-third have
deployed them, more than three times the global level.
For baggage self-service, Chinese airlines are largely in l ine
with global levels. Home bag tag printing is available at 11%
of airlines, while 44% allow bag tag printing from airport
kiosks. The majority of Chinese airlines have implemented
either assisted or unassisted bag-drop, although there is a
much stronger implementation of unassisted bag-drop (33%
of airlines) than seen globally (23%).
78%OF AIRLINES IN CHINA PLAN MAJOR IOTPROJECTS BY 2019
Increase DecreaseSame
48%
0%
52%52%
hnalobal
2017
37%
11%
Airlines in China more positive on future operating spend
% of airlines expecting IT spend change for next year
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BUILDING REVENUES
Self-service technologies have revolutionized the way airlines
can generate ancillary sales, and that is no different in China.
Today, around 40% of total ancillary sales for Chinese airlines
are made through the airline website or mobile app, and
while slightly below the 46% globally, it points the way to the
shifting mix of airline distribution in the country.
By 2019, these two channels will represent 52% of total
ancillary sales, with mobile dr iving the increase, climbing
from 6% to 16% of ancillary sales as Chinese airlines rollout
revenue generating services on their apps. Among the
types of services being implemented by all airlines are, seat
booking, baggage fees, Wi-Fi access and lounge access.
Currently, frequent flier status is the main piece of data used
to determine which offers to present to passengers, but by
2019 three in four Chinese airlines will be using the more
sophisticated techniques of customer behavior and location to
attract sales.
GROWING INTEREST IN THE IOT
Interest in the opportunities offered by the IoT is higher in
China than in the rest of the world. Nearly 80% of Chineseairlines plan to invest in major IoT programs by 2019.
Currently the only IoT initiative already implemented at
Chinese airlines is fuel/engine monitoring and this by just
10% of airlines. Nonetheless, one in five Chinese airlines is
evaluating IoT though R&D projects, with smart bag tags,
asset tracking and monitoring the aircraft environment the
main areas of focus. Another 40-50% of Chinese airlines
expect to initiate projects in these three areas by 2019.
Major focus for airlines in China on IoT for passenger and operational benefits
% of airlines in China focusing resources on IoT initiatives over next three years
Global
61%
Smart baggagetagging to enable
continuoustracking
50%
Passengeridentification(single travel
token)
50% Global47% Global42%
Global
50%
Monitoringlocation/condition
of assets
40%
Manageequipmentcondition
/consumablelevels
40%
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LESS FOCUS ON NEW TECHNOLOGIES
For the most part Chinese airlines show less appetite to
invest in emerging technologies than seen globally. The main
exception is wearables, such as smart watches or glasses,
where 90% of Chinese airlines expect to carry out some pilots
or trials over the next ten years, compared to only 51% of
airlines globally.
Chinese airlines are also planning R&D projects with other
emerging technologies. Over the next five years, 44% will
evaluate biometric travel tokens, while artificial intelligence,
which could provide longer term opportunities, will be trialed
by 55% of Chinese airlines over the next decade.
CHINA WELL POSITIONED FOR CONNECTEDAIRCRAFT
The growing need to acquire new aircraft to cope with
soaring passenger numbers means Chinese airlines have
comparatively modern fleets so are well ahead of global
levels for connected aircraft. In fact, 80% of Chinese airlines
already fly or are just taking delivery of connected aircraftversus a 45% global average. In addition, only 10% have no
connected aircraft on order, much lower than the 27% of
airlines globally.
Chinese airlines largely agree with the global consensus that
the key benefit of connected aircraft will be improving the
passenger experience, but there are 20% of Chinese airl ines
that see the key benefit as operational improvements in the
cockpit, such as advanced Electronic Fl ight Bags (EFBs) and
real-time weather tracking, compared to a global average of
12%.
Global airlines
Already operating & currently
taking delivery ofconnected aircraft
45%
China
Already operating & currently
taking delivery ofconnected aircraft
80%
Airlines in China ahead of connected aircraft global curve
% of airlines already operating and taking delivery of connected aircraft today
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METHODOLOGY
ABOUT SITAS AIRLINE SURVEY
SITAs Airline IT Trends Survey, conducted in association
with Airline Business, is well established as the global
benchmarking survey for the airline industry. The surveys
(www.sita.aero/surveys) investigates emerging trends and
technologies that are set to transform the industry in the
years to come. Business Intelligence, Mobile Travel andPassenger Management are at the forefront of this change,
and tracking their evolution is an important element in this
survey. Many other emerging and established trends are
tracked, and, as every year, we benchmarked the industry IT
spending in the current year and beyond.
The survey was first produced in 1999, and was designed
to offer all air transport industry stakeholders the latest
facts, figures and trends related to technology adoption and
spending. Comparisons to previous surveys are made where
appropriate, although the respondent sample may vary
between years.
During Spring this year questionnaires were sent to senior
IT executives in each of the top 200 passenger carr iers,
including low cost operators, together with carriers
representing important players in the regional and leisure
sectors. The survey represents the views and insights of over
half of the top 100 carriers, providing a clear insight into IT
strategic thinking and developments for the industry.
The responses to this survey are confidential, and are
received by an independent research company. The data
analysis is based on the aggregated response of all airlines.
For more information go to:
www.sita.aero/surveys
www.sita.aero/resources/it-trends-hub
Africa/
Middle East
Asia-Pacific
Europe
Americas
25m+
Passengers Up to 3m
Passengers
10-25m
Passengers
31%25%
20%24%
Passengers carried
Regions
3-10m
Passengers
31
20%
23%
14%
34%
24%
28%
23%
34%
Split of respondents
RESPONDENTS PROFILE
The survey is truly a global one, and we received a significant
response from major carriers in every geographical region.
-
7/25/2019 SITA Airline It Trends Survey 2016
17/17
For further information,
please contact sita by
telephone or e-mail:
Americas
+1 770 850 4500
Asia Pacific
+65 6545 3711
Europe
+41 22 747 6111
Middle East, India & Africa
+961 1 637300
Follow us on www.sita.aero/socialhub
SITA 2016All trademarks acknowledged. Specifications subject to change without pr ior notice. This literature provides outlinei f i l d ( l ifi ll d h b SI TA i i i ) i f d
#SITAINSIGHTS
SITA AT A GLANCE
SITA transforms air travel through technology -for airlines, at airports and on aircraft.
Our vision is to be the chosen technology partner of
the industry, a position we will attain through flawless
customer service and a unique portfolio of IT and
communications solutions that covers the industrys
every need 24/7.
We are the innovators of the industry. Our experts and
developers keep it fuelled with a constant stream of
ground-breaking products and solutions. We are the
ones who see the potential in the latest technology
and put it to work.
Our customers include airlines, airports, GDSs and
governments. We work with about 400 air transport
industry members and 2,800 customers in over 200
countries and territories.
We are open, energetic and committed. We work in
collaboration with our partners and customers to
ensure we are always delivering the most ef fective,
most efficient solutions.
We own and operate the worlds most extensive
communications network. Its the vital asset that
keeps the global air transport industry connected.
We are 100% owned by the air transport industry
a unique status that enables us to understand and
respond to its needs better than anyone.
Our annual IT surveys for airlines, airports and
passenger self-service are industry-renowned and
the only ones of their kind.
In 2015, we had consolidated revenues of US$1.7 billion.
For further information, please visit www.sita.aero