Australian passengers turn to tech for travel plans and new experiences | SITA

 
Like this post?
get more like it as soon as they are published

Australian passengers turn to tech for travel plans and new experiences

Location: Hobart, Australia
13 October 2015

A new survey that examines the emotions and types of airline travelers reveals that Australian passengers are an interesting mix of ‘careful planners’ and ‘open-minded adventurers’ who all look to technology to provide the best travel experience.

This year for the first time, the annual global survey, conducted by air transport IT provider SITA, took a look at air travelers in Australia to identify a number of common profiles, as well as to capture their emotions and the impact of technology at different stages of their journey. Passengers traveling through seven major international airports across Australia, representing 80% of the country’s passenger traffic, were surveyed and four different personas were identified:

  • Independent and hyper-connected
  • Pampered
  • Careful Planner
  • Open-minded adventurer

Though all four personas were visible among the Australian respondents two in particular stood out – 60% identified themselves as ‘Careful Planners’ and 20% as ‘Open-minded Adventurers’.

The ‘Careful Planner’ appreciates the control and convenience provided by self-service technologies. They are happy to use technology for the planning stage and throughout the journey. However, they like to arrive early at the airport carrying printed documents and welcome interaction with airline agents to confirm everything is on track and going to plan. The ‘Open-minded Adventurers’ are excited by the prospect of their journey. They tend to be tech-savvy people, keen to use technology for travel-related tasks and early adopters of new mobile services, but frustrated by a lack of integration which required using multiple apps to manage different parts of their trip.

Speaking at the Australian Airports Association National Conference in Hobart, Ilya Gutlin, SITA President, Asia Pacific, said: “Our survey shows that 80% of Australians had a positive experience throughout their last trip and technology is helping. Airlines and airports can be assured that passengers are happy to use self-service. Mobile check-in is an outstanding example, 100% of passengers who used their mobile for check-in had a positive experience in contrast to 82% who checked in at a counter.

“At SITA we are working with the industry in Australia and encouraging airlines and airports to implement strategies that accelerate adoption of technology in travel. Our survey shows that passengers are happy to use these services. Offering Australian passengers efficient self-service is an essential element of overall efforts to improve customer satisfaction and the end-to-end passenger experience.”

Though the survey results indicate that Australians are happy to use technology during their journey overall they are behind the curve in adoption. One area however, where Australia is out in front is in the adoption of self-service bag drop with 26% of domestic passengers processing their bag themselves rather than going to an airport counter - well ahead of the 20% global average.

Looking to the future, it is clear that Australians want to use more self-service and adoption of mobile services in particular is expected to increase dramatically. When asked about their next flight, more Australians expect to use their mobile devices for travel-related services, in fact, 11% intend to use mobile check-in for their next flight, nearly three times the current usage rate of 4%.  

*Further details on SITA’s research into the Australian air passenger can be found here.

Back to the top
  • sita tweet
    MT @ACI_EUROPE: Viggo's Jelmer Melissen shares insights from implementation of CDM at @EINairport: All our staff is… https://t.co/qjxbLupvBQ

    5 hours ago from SITAonline
  • sita tweet
    SITA collaborates with #airports and #airlines to ensure that every stage of the passenger journey is utterly seaml… https://t.co/rMwtgnrJC7

    12 hours ago from SITAonline
  • sita tweet
    Airports should embrace emerging technologies to break down operational silos and ensure disruptions are handled be… https://t.co/oU604LxDk9

    18 hours ago from SITAonline
  • sita tweet
    Paul Cross, SITA’s Director of Border Management , is at @BiometricsInsti's #biometricsAPAC 2019 Conference talking… https://t.co/DV6FF1WjdD

    19 hours ago from SITAonline
  • sita tweet
    Airports are where great journeys begin. We are helping #airports harness the latest technologies to make operation… https://t.co/Fbggnj5Emk

    23 hours ago from SITAonline
  • sita tweet
    As a long-standing member of the @BiometricsInsti, SITA is proud to be the platinum sponsor of #biometricsAPAC 2019… https://t.co/qGX8E3dOD8

    yesterday from SITAonline
  • sita tweet
    We are fully committed to the @BiometricsInsti’s mission to promote the responsible and ethical use of biometrics,… https://t.co/5UhUdaSSOX

    yesterday from SITAonline
  • sita tweet
    RT @FlightGlobal: ANALYSIS: How racing legend #NikiLauda disrupted the airline industry. Story: @Oliver__Clark… https://t.co/QejXsP5FUR

    yesterday from SITAonline
  • sita tweet
    The SITA 2019 Baggage IT Insights report findings show that implementation of bag tracking, especially at loading,… https://t.co/qJPfoZ3yCx

    yesterday from SITAonline
  • sita tweet
    SITA analyzed ten million records using machine learning tools to help us understand the impact of bag tracking. Re… https://t.co/At1spsQdan

    yesterday from SITAonline
  • sita tweet
    RT @MarcoPici: Attending Digital Aviation Forum? I'll be pleased to meet you at the event around my speaking slot.… https://t.co/WTOUiC1KD5

    yesterday from SITAonline
  • sita tweet
    .@EtihadAirways reported a 33% improvement in mishandled baggage compared to 2017, thanks to the implementation of… https://t.co/EFvOlh9pio

    2 days ago from SITAonline
Connect with us