FUELLED by technological innovations, air passengers will increasingly use mobile services during their purchase and journeys, while airlines and airports will rely on vast quantities of data to deliver real service and operational improvements by 2015, according to SITA’s latest report, Flying into the Future.
Nigel Pickford, director market insight, SITA, 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.”
The four major trends that 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 personalised buying experience.
2. Passengers will take more control. By 2015, 90 per cent of airlines will offer mobile check-in – up from 50 per cent today. Passengers will use 2D boarding passes or contactless technology such as near field communications on their phones and at different stages of their journey, such as at boarding gates, fast-track security zones and to access premium passenger lounges.
3. Customer services will become more mobile and social. By 2015, nine out of 10 airlines and airports will provide flight updates using smartphone apps.
4. The passenger experience will improve thanks to better business intelligence. By 2015, more than 80 per cent of airports and airlines will invest in business intelligence solutions. Most will focus on improving customer service and satisfaction, often through personalised services.
