‘Flying into the Future’ with new Airport IT

momberger

27 February 2013

By 2015, the way we travel will change significantly, fuelled by innovation in IT, according to SITA in a new 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 both airlines and airports intelligently using vast quantities of data to deliver real service and operational improvements. Nigel Pickford, Director of Market Insight at SITA, 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.” 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; 2) Passengers will take more control. By 2015, 90% of airlines will offer mobile check-in - up from 50% today; 3) Customer services will become more mobile and social. By 2015, nine out of 10 airlines and airports will provide flight updates using smart phone apps. The industry is also exploring apps to improve the customer experience; and 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 solutions. Pickford added: “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.”

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