China's airports putting more focus on the passenger | SITA

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

China's airports putting more focus on the passenger

Location: Shanghai
06 November 2014

100% of airports in China investing in social media and mobile services to improve passenger experience

 Airports in China are focusing their IT investments on improving the passenger experience and introducing new self-service options including bag-tag printing, self-boarding and self-bagdrop. This increased attention to the customer experience has also seen the airports embrace new media with 100% of them investing in passenger services via social media and mobiles by 2017. 

This is according to the SITA/ACI Airport IT Trends Survey which was announced today. The research results represent the views of the top 20 airports in China which serve more than 60% of all Chinese airline passengers.

May Zhou, Vice President, SITA China said: "The extensive airport expansion and passenger growth, currently being experienced in China, are major challenges. Airports however are stepping up to these challenges and investing in IT to improve the passenger experience. There is now a real focus to improve the customer experience. We see airports investing in passenger services, and 100% of them are investing in social media and mobile services to provide an efficient and personalized journey."

The survey shows that the massive growth in passenger numbers in China - up 9.7% in 2013 to 745 million - is leading to further investments in self-service to help improve performance and speed of passenger handling throughout the airports. More than half (53%) of airports consider passenger processing as the most important priority for IT investment. In total, 65% of airports in China are investing in major self-service programs and a further 29% are running pilots.

Investments in common-use self-service kiosks continue, with 35% planning to use them for check-in, while 35% plan to install them for other uses. Nearly two-thirds (65%) of China's airports are implementing bag-tag printing. Another area of significant development is self-boarding, which 35% of airports have implemented, up from 8% in 2013.

Behind the airports' investment into new media is a strong desire to develop more personalized customer service through direct interaction, and China's airports are succeeding here. More than half (53%) rate their social media investments as performing well, or above expectations, for customer loyalty. In particular, airports are using mobile and social media to communicate with passengers in times of disruption. By the end of 2017, 94% of airports in China will have implemented real-time notification via social media and mobile.

Some 85% of Chinese airports surveyed said their total IT expenditures would either increase or stay the same in 2014. Much of this spend will be on infrastructure to support airport development in anticipation of future passenger growth. More than half (54%) are investing in IT for airport terminal expansions, 50% for new terminals and 44% for refurbishments.

* Further details on the survey are available here and customizable views of data from all of SITA's industry surveys can be accessed on the IT Trends Hub.

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

    6 minutes 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

    6 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

    7 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

    11 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

    12 hours ago 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

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

    13 hours ago 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

    yesterday from SITAonline
  • sita tweet
    ‘Do tracking points improve baggage delivery?’ | the 2019 SITA-ATW Baggage Webinar will delve into the results of t… https://t.co/hqqkdWrpGC

    2 days ago from SITAonline
Connect with us