AIRLINES around the world are investing in technology to offer travellers services that are personalised, stress-free and updated on a timely basis for a better travel experience, according to a SITA report.
The 2015 Air Transport Industry Insights: The Airline IT Trends Survey collected responses from chief information officers at airlines across the world.
On average, an airline uses two-thirds of annual IT spend in 2014 for service continuity, while the remaining 32 per cent goes towards innovation and enhancing existing investments.
Key goals in investing in new IT for passenger experience include: more personalisation, less stressful travel, and to keep travellers informed of what they need to know.
Firstly, airlines want to leverage mobile adoption trends throughout the world, with 75 per cent of airlines planning major smartphone programmes to deliver passenger services in the next three years that will likely include highly personalised smartphone bookings and baggage-tracking functions.
Twenty-two per cent of airlines intend to allow passengers to download content for flight such as books and films, from media tablets to mobile devices, by 2018.
On smoothing air travel for passengers, the SITA survey predicted that while desk check-ins are likely to remain the de facto check-in channel through to 2018, mobile check-ins are likely to become the second-place option at 24 per cent over laptop/desktop check-ins at 20 per cent.
Automatic check-ins could double over the next three years, and some 68 per cent of airlines are expected to offer this on certain routes. The number of airlines offering bag drop facilities should rise from 17 per cent presently to 74 per cent by 2018.
Airlines are also working to keep passengers up-to-date on travel information, as the SITA survey found that 70 per cent of airlines plan to share with passengers the location of their baggage compared to 10 per cent today.
Carriers will also be able to use passenger location to ensure on-time boarding with notifications based on locations.
The report also stated that airlines are looking into increasing mobile device usage among cabin crew, invest in data analysis, and preparing for technologies such as the Internet of Things, wearables, and beacon technology, which SITA is trialling with Hong Kong International Airport.
