Back to Regional e-Newsletter LAC Q3 2010
The Airline IT Trends Survey 2010
Cristiane Dart
Marketing Manager
You may have seen this year's Airline IT Trends Survey, the results of which were officially announced at SITA's annual event, the Air Transport IT Summit, in Brussels this past June.
I would like to share with you some key findings which include self-service and mobility trends.
The airlines stated ambition is to reduce the number of passengers processed via agent check-in from 50.7% to 28.9% by 2013. Kiosk check-in is expected to remain static at just below 20% while web check-in options will grow from 21.6% today to 35.5% in 2013, and mobile check-in will advance from 28% today to 70% by 2013.
Although the proportion of passengers using check-in kiosks remains static, the survey confirms the important role of kiosks in a multi-channel environment. 47% of airlines plan to increase the number of kiosks they deploy as they gradually move towards the next step of adoption by adding new functionality for flight transfers and disruption management. The survey also found that 80% of the largest airlines plan to use kiosks as sales points..
In addition, 70% of airlines have a strategy in place to use the passenger's mobile phone as a further distribution channel to sell air tickets. Currently, 18% of airlines sell tickets over mobile phones and the ambition is to reach 70% by 2013. Some 85% of the largest airlines responding to the survey plan to offer such services by 2013. The mobile phone will become an essential tool for airline travel by 2013 with 86% of airlines planning to offer flight notifications; 80%, online check-in; 76%, send electronic boarding passes to mobiles; and 68% using the mobile phone to target passengers with travel offers.
As of 2010 Airline IT Trends Survey is the 12th edition, in conjunction with Airline Business, has a new partner: ALTA, the Latin American and Caribbean Air Transport Association. The main purpose of this partnership is to improve our knowledge base in area of passenger behavior, customer interface, air travel/ cargo market, IT investments with more participants from the region.
It is quite easy to participate in our annual survey: the questionnaire can be completed online or sent by fax. For each questionnaire completed, we offer a free annual subscription to Airline Business as well as a copy of the full report on CD (available for US$ 450 to non-participants). This survey is conducted by an independent research agency and your answers will be treated with total confidentiality. The findings are analyzed and presented in aggregate form only, so that the data will not be attributable to specific respondents. The questionnaires for the Airline IT Trends Survey are submitted at the beginning of the year, as the results are shown in June.
I encourage you to visit our website and learn more about SITA's Industry Surveys & Reports.
Please contact me if you need further information.
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