in Features

SITA predicts a global transformation in passenger air travel

Posted 28 February 2013 · Add Comment

By 2015, the way we travel will change significantly fuelled by innovation in IT - used by airlines, airports and passengers, according to air transport communications and IT specialist, SITA.

 

In its report - Flying into the Future -  over the next three years, the industry will see a major transformation in the way passengers buy travel services and use self-service along their journey.
In addition, these journeys will take place in a fully mobile and social environment with airlines and airports intelligently using vast quantities of data to deliver real service and operational improvements.
Nigel Pickford, SITA’s director market insight, said: “Information technology has already had a major influence on air travel. And with the number of global travellers expected to double by 2030, it will continue to lead the way for the industry. Our survey analysis shows four major IT trends which will shape the entire travel experience, from how we book flights to how we interact with airlines and airports during the journey, to the kinds of services we expect.”
Based on SITA’s most recent surveys of airlines, airports and passengers worldwide, the four major trends which will shape the future of global air travel are:
1.   The way passengers buy travel will change. By 2015, both airlines and airports expect the web and the mobile phone to be the top two sales channels. Passengers are asking for a more personalized buying experience, and the industry is responding. For example, Alaska Airlines is one of several airlines with a travel app that alerts fliers to airfare deals from their hometowns and to cities where their friends live.
2. Passengers will take more control. By 2015, 90% of airlines will offer mobile check-in—up from 50% today. Passengers will use 2D boarding passes or contactless technology such as Near Field Communications (NFC) on their phones, at different stages of their journey, such as at boarding gates, fast-track security zones and to access premium passenger lounges. Japan Airline’s Touch & Go Android is one example of an app, which will allow passengers to pass through boarding gates using their NFC-enabled phones. France’s Toulouse-Blagnac Airport is piloting a similar service.
3. Customer services will become more mobile and social. By 2015, nine out of ten airlines and airports will provide flight updates using smart phone apps. The industry is also exploring apps to improve the customer experience. At Japan’s Narita Airport, roaming service employees personalize the customer experience by using iPads to provide airport, flight and hotel information to passengers. In addition, Edinburgh Airport is one of several airports with apps that help passengers plan their journeys to and from the airport, track their flights, access terminal maps and reserve parking spots before they arrive.
4. The passenger experience will improve thanks to better business intelligence. By 2015, more than 80% of airports and airlines will invest in business intelligence (BI) solutions. Most will focus on improving customer service and satisfaction, often through personalized services. For example, one European airline, Vueling, researches customers via social media in an effort to understand them better. It then integrates this information into their BI programs to improve loyalty.
 
Pickford said: “Passenger needs and preferences are changing. Today’s passengers want more control throughout their journey. They expect transformation in both the kinds of services airlines and airports offer, and the way they communicate with them. At the same time, the industry is investing in business intelligence solutions and collaborating more to increase operational efficiency and improve customer service and loyalty.”

 

* required field

Post a comment

Other Stories
Latest News

Riyadh is named as the headquarter for the Regional Safety Oversight Organisation for MENA

The General Authority of Civil Aviation (GACA) has announced the selection of the city of Riyadh as the headquarter for the Regional Safety Oversight Organisation for the Middle East and North Africa (RSOO – MENA).

Ethiopian maps the route to 2025

Ethiopian MRO Services is building its capabilities to meet growing demand for MRO services and to expand its third-party business operations in Africa. Kaleyesus Bekele reports from Addis Ababa.

Aviation drives economic prosperity for Mauritius

The International Air Transport Association (IATA) called on the government of Mauritius to continue to focus on aviation as a strategic enabler of the country’s economic and social development.

Boeing names interim communications leader

The Boeing Company has announced that Phil Musser, senior vice president of Communications, will depart the company in early November due to personal and family considerations. Anne Toulouse, current Boeing vice president of Global

SAA resumes flights from Johannesburg to Hong Kong

South African Airways (SAA) has resumed flights between Johannesburg and Hong Kong following Typhoon Mangkhut.

Partnerships progress in Senegal and New Jersey

Two rounds of the African partnership flight (APF) programme were conducted in March and April 2018. Jon Lake reports on progress.

TAA SK1009311218
See us at
MarrakechAirshow BT2507241018AirCargoAFA_BT220318210219AAD2018 BTAviationAfrica_BT0607280219