I'll have my 'media to go' please...
As many as 65% of passengers are using mobile devices to access entertainment, according to the 2016 Passenger IT Trends Survey – and SITA’s new DigitalMedia portfolio is starting to play a part.
As ‘media to go’ becomes a new dimension in the passenger experience, SITA is exploring ways to deliver content to passengers about to board flights, by creating DigitalMedia kiosks.
These can make available films, TV programs, newspapers and more on personal devices just before takeoff. Passengers get the content in seconds and can access it without needing or paying for any data connection.
Hear what they say
You can hear reactions on the SITA Online YouTube channel. Swiss International Airlines’ Arnaud Delaloye, Manager Marketing Distribution discusses the innovation with SITA's Product Innovation Manager, Thomas Deillon.
“Swiss passengers at the airport will be able to access a selection of newspapers, magazines, TV reports, news and games refreshed on a daily basis and made available through our ‘Media on the move’ program,” says Delaloye.
Meanwhile, Heathrow’s Head of Commercial Telecoms Roberto Segala explains ‘EntertainMe’, the airport’s media kiosks being trailed with passengers, giving rapid access to a range of media and also providing potential opportunities to work with retailers.
View our Media Kiosk interviews on the SITA YouTube channel with Arnaud Delaloye of Swiss, and Heathrow’s Roberto Segala.
Rolls-Royce harnesses big data from its engines
Rolls-Royce has selected SITAONAIR’s AIRCOM® FlightMessenger to collate and distribute Engine Health Monitoring (EHM) data from its engines.
The engines fly on over 6,000 aircraft and collectively operate for over 100 million hours a year.
As part of its 24/7 monitoring service, Rolls-Royce will use the EHM data distributed by FlightMessenger to anticipate maintenance needs and maximize the operational life of engines.
Rolls-Royce engines intelligently collect and analyze data during flight. This data is transmitted to Rolls-Royce to support its TotalCare® Service Solutions. Across the engine fleet this data amounts to thousands of messages a day.
Rolls-Royce chose SITAONAIR‘s FlightMessenger as a single system to receive and distribute these messages to its analytics and operations teams.
Horizon underpins new passenger services
With a rapidly growing global network, Air Arabia is to introduce SITA’s next generation Horizon® system to further enhance efficiencies across its operations.
Air Arabia carried close to 8 million passengers in 2015, serving 101 destinations from regional hubs in the UAE, Egypt, Morocco and Jordan.
SITA’s Horizon Passenger Service System (PSS) will help the airline better manage the boarding of passengers across all destinations while streamlining the turnaround of aircraft.
The service includes the latest departure control and weight and balance systems.
Air Arabia also renewed SITA’s Type B Messaging Service. The service underpins every operational aspect of the carrier’s business, enabling sharing of crucial operational updates across the globe.
Sky VIP service
Meanwhile, leading Saudi private aviation services company, Sky Prime Aviation Services, is deploying SITA’s Horizon to manage its new VIP flight service for premium passengers.
Targeted at premium travelers, the new VIP initiative will provide the best customer service at each step of the journey, from the moment passengers make a booking to when they leave the aircraft.
SITA will provide a broad portfolio, from a leading-edge mobile platform that allows passengers to book and manage flights directly from smartphones and tablets, to ensuring smooth, on-time departure.
All systems are interconnected in real time to one database, providing instant access to any required service.
Earlier in the year, one of West Africa’s fastest-growing airlines Cameroon Airlines (Camair-Co), chose SITA’s Horizon to manage every aspect of its operation.
The implemented services range from reservations, pricing, ticketing and departure control to loyalty program and business intelligence.
Iraqi Airways opens global contact center
Iraqi Airways has opened a new reservation contact center in Amman, operated by SITA and allowing the airline to better manage its reservations across 13 countries.
Using SITA’s Unified Communications portfolio, the airline is able to consolidate voice, data and audio into one platform.
At the same time, the solution’s cloud-based infrastructure delivers secure, reliable connectivity which links the airline to its far-flung destinations.
With SITA’s Horizon® Passenger Management & Distribution system already in place, Iraqi Airways was able to integrate the new center with the airline’s reservation, ticketing, e-commerce, inventory and departure control systems.
Using a new interface, agents are able to quickly make or change bookings, while coping with growing passenger demands for multi-channel support, including voice, email and chat.
SITA recruited and trained agents in using the system, speaking in English, Arabic and Kurdish.
“As we continue to expand our network, we needed a world-class reservation center that could help passengers 24/7,” said Osama Al Sadr, CEO of Iraqi Airways.
“SITA was able to quickly provide us with a global presence with a fully-trained team. It also ensured that the center was able to accommodate our future growth as our network and operation continues to expand.”
Passengers want choice
European airline passengers are among the world’s keenest users of technology to arrange and manage their flights. And they’re happiest when they have more choice and control over their trips.
That’s the evidence from SITA’s 2016 Passenger IT Trends Survey.
Website usage in Europe is hugely popular – with 80% of passengers booking, 35% checking-in and 31% getting their boarding passes online. This compares to lower rates globally of 75%, 31% and 11% respectively.
Passengers are also carrying a range of devices, a point of key interest for airlines and airports when considering their choice of channels.
Tablets are more popular among European travelers than across the globe with nearly half (46%) of those surveyed in Europe carrying one. At the same time, 83% carry a smartphone and 9% have a smartwatch.
Find out more about airport dwell time, the top five activities at airports, and fluctuating emotions during various steps of the journey across the world. See also our special focus on China.
Melbourne embraces boarding trials
Melbourne Airport continues use technology in new ways to make the journey smoother for passengers and airlines.
Underpinning improvements is SITA’s common-use platform, which has delivered self-service check-in kiosks and automated bag drop throughout the airport.
Self-boarding gates are the next step in delivering a highly efficient self-service passenger experience and reducing the cost of operations for airlines using the airport.
As a trial, SITA and Melbourne Airport have implemented a self-boarding gate in T2 International, allowing passengers to simply scan their boarding pass to gain access to the aircraft.
Speed of processing, passenger perception and accuracy will be measured as the airport evaluates benefits. Following initial positive indications, SITA and Melbourne Airport teams are to analyze the final results.
The initiative is part of the overall airport development to enhance the experience for the 30 international airlines and more than 32 million passengers who currently use it – expected to double to 60 million by 2030.
Survey puts security in spotlight
As colossal 91% of airlines plan to invest in cyber security programs over the next three years, as the connected world of travel becomes a reality. So says the SITA Airline IT Trends 2016 Survey.
The focus on cyber security reflects the move to the ‘Internet of Things’ (IoT) in which a vast number of physical objects will become connected to the internet.
In this issue we focus on the trends. See ‘The connected world of travel,’ and ‘Cyber attacks: not if, but when…’.