Passenger Survey 2012: How technology eases travel stress - webinar
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Transcript of Passenger Survey 2012: How technology eases travel stress - webinar
2012 PASSENGER SELF-SERVICE SURVEY Highlights
2
AGENDA
DO PASSENGERS WANT MORE SELF-SERVICE? IS MOBILE SELF-SERVICE AT A TIPPING POINT? SOCIAL MEDIA – THE CHANNEL OF THE FUTURE?
| 2012 Passenger Self-Service Survey | © SITA
DO PASSENGERS WANT MORE SELF-
SERVICE?
3 3 | 2012 Passenger Self-Service Survey | © SITA
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WHAT DO PASSENGERS GET STRESSED ABOUT?
| 2012 Passenger Self-Service Survey | © SITA
SECURITY, TRANSFER AND CHECK-IN CONSIDERED MOST STRESSFUL
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PASSENGERS’ PRIORITIES FOR TECHNOLOGY ADOPTION
| 2012 Passenger Self-Service Survey | © SITA
7 | 2012 Passenger Self-Service Survey | © SITA
PASSENGERS’ PRIORITIES FOR TECHNOLOGY ADOPTION
Used self-service check-in on the day of travel
68%
DEPLOYMENT OF NEW SELF-SERVICE OPTIONS UNDER WAY!
8 | 2012 Passenger Self-Service Survey | © SITA
Source: Airline/Airport IT Trends survey 2012
IS MOBILE SELF-SERVICE AT A TIPPING POINT?
9 | 2011 Passenger Self-Service Survey | © SITA 9 | 2012 Passenger Self-Service Survey | © SITA
SMARTPHONE PENETRATION AMONG PASSENGERS SOARS
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MOBILE SELF-SERVICE READY FOR TAKE OFF
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MULTI-CHANNEL HERE TO STAY
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WEBSITE BOOKINGS DOMINATE, BUT MOBILE BOOKING SET TO GROW
*Airline IT Trends survey 2012
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Base: Channel used for booking tickets on the day of travel
By 2015, airlines expect to sell
of tickets through mobile, social media and kiosk*
12%
DIFFERENT REGIONS – DIFFERENT ATTITUDES
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PASSENGERS CAUTIOUS ABOUT MOBILE ADVERTISING
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MOBILE ADVERTISING: “MY WAY PLEASE”
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DIFFERENT DEPLOYMENT LEVELS
Mobile Commerce
Mobile Self-Service
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Source: Airline/Airport IT Trends survey 2012
SOCIAL MEDIA – THE CHANNEL OF THE FUTURE?
18 | 2011 Passenger Self-Service Survey | © SITA 18 | 2012 Passenger Self-Service Survey | © SITA
MAJORITY OF TRAVELERS ARE ALREADY ACTIVE ON SOCIAL MEDIA
Source: http://www.socialbakers.com/facebook-statistics/
80% of 18-24 year olds are on social media
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HEALTHY INTEREST, BUT NOT AS STRONG AS MOBILE, YET...?
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AIRLINES AND AIRPORTS DEPLOYMENT PRIORITIES DIFFER
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Source: Airline/Airport IT Trends survey 2012
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Open Q&A
| 2012 Passenger Self-Service Survey | © SITA