DUBAI / GENEVA - 11 February 2013 - By 2015, the way we travel will change significantly fuelled by innovation in IT - used by airlines, airports and passengers. This is according to SITA, the world's leading specialist in air transport communications and IT solutions, in its report published today - 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 airlines and airports intelligently using vast quantities of data to deliver real service and operational improvements.

Nigel Pickford, Director Market Insight, SITA, said: "Information technology has already had a major influence on air travel. And with the number of global travelers 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, from how we book flights to how we interact with airlines and airports during the journey, to the kinds of services we expect."

Based on SITA's most recent surveys of airlines, airports and passengers worldwide[1], the four major trends which will shape the future of global air travel are:

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. Passengers are asking for a more personalized buying experience, and the industry is responding. For example, Alaska Airlines is one of several airlines with a travel app that alerts fliers to airfare deals from their hometowns and to cities where their friends live.

Passengers will take more control. By 2015, 90% of airlines will offer mobile check-in--up from 50% today. Passengers will use 2D boarding passes or contactless technology such as Near Field Communications (NFC) on their phones, at different stages of their journey, such as at boarding gates, fast-track security zones and to access premium passenger lounges.  Japan Airline's Touch & Go Android is one example of an app, which will allow passengers to pass through boarding gates using their NFC-enabled phones. France's Toulouse-Blagnac Airport is piloting a similar service.

Customer services will become more mobile and social. By 2015, nine out of ten airlines and airports will provide flight updates using smart phone apps. The industry is also exploring apps to improve the customer experience. At Japan's Narita Airport, roaming service employees personalize the customer experience by using iPads to provide airport, flight and hotel information to passengers. In addition, Edinburgh Airport is one of several airports with apps that help passengers plan their journeys to and from the airport, track their flights, access terminal maps and reserve parking spots before they arrive. 

The passenger experience will improve thanks to better business intelligence. By 2015, more than 80% of airports and airlines will invest in business intelligence (BI) solutions. Most will focus on improving customer service and satisfaction, often through personalized services. For example, one European airline, Vueling, researches customers via social media in an effort to understand them better. It then integrates this information into their BI programs to improve loyalty.

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."

Infographic available here:

http://www.sita.aero/file/8700/Passenger-experience-2015-infographic.pdf

SITA photos and videos available here:

http://www.sita.aero/content/sita-logos-and-image-library

About SITA
SITA is the world's leading specialist in air transport communications and IT solutions. SITA delivers and manages business solutions for airline, airport, GDS, government and other customers over the world's most extensive network, which forms the communications backbone of the global air transport industry.

SITA's portfolio includes managed global communications, infrastructure and outsourcing services, as well as services for airline commercial management and passenger operations, flight operations, aircraft operations and air-to-ground communications, airport management and operations, baggage operations, transportation security and border management, cargo operations and more.

With a customer service team of over 2,000 staff around the world, SITA invests significantly in achieving best-in-class customer service, providing integrated local and global support for both its communications and IT application services.

SITA has two main subsidiaries: OnAir, which is the leading provider of in-flight connectivity, and CHAMP Cargosystems, the world's only IT company dedicated solely to air cargo. SITA also operates two joint ventures providing services to the air transport community: Aviareto for aircraft asset management and CertiPath for secure electronic identity management.

SITA is one of the world's most international companies. Its global reach is based on local presence, with services for over 500 air transport industry members and 2,700 customers in over 200 countries and territories. Set up in 1949 with 11 member airlines, SITA today employs people of more than 140 nationalities, speaking over 70 different languages. SITA had consolidated revenues of US$1.517 billion (€1.09 billion) in 2011.

For further information go to www.sita.aero

[1] *Airline IT Trends Survey, released in June 2012 and Airport IT Trends Survey 2012, released in September 2012 (both in association with Airline Business); Passenger Self-Service Survey released in October 2012 (in association with Air Transport World); and the Baggage Report, released in April 2012.

Media interviews are available. For further information (not for publication) please contact:
SITA
Brenda Flinter
Media Relations Manager
Mobile: +353 87 750 6229
Email: Brenda.Flinter@sita.aero

Leidar
Charlie Pryor
Tel : +44 (0)20 7031 8270
Email : charlie.pryor@leidar.com
Skype: LEIDAR_Charlie

SITA
Natasha Georgiev
Head of Marketing
Middle East, India & Africa
Tel: +27-11-517-7063
Email: natasha.georgiev@sita.aero

Active PR
Sawsan Ghanem
Tel : +971 4 3900228
Email : sawsan@activepr.biz

© Press Release 2013