Rapid and reliable services on-demand, instant information at their fingertips and entertainment on tap. What will tomorrow's travelers demand as they progress through every step of the journey, from planning to booking, and arrivals to destination? How will they want to consume the services on offer and what implications does that have for airlines and airport operators? What’s clear is that as we approach a new era of air travel, the challenges of more demanding customers will require better efficiencies coupled with faster and more accurate services. www.sita.aero/surveys Catering for smarter travelers – but what will they be consuming? And wearing?: Allison O’Neill, Vice President, SITA Passenger Solutions

1. CATERING FOR
SMARTER
TRAVELERS
Allison O’Neill
Vice President
SITA Passenger Solutions

2. THE INNOVATION PIPELINE
• Mobility and wireless
• Cloud computing
• Social networking
• API Marketplace
• Biometrics
• Geo-location
• Predictive analytics
• Grid computing

3. ENGAGEMENT WITH TECHNOLOGY
Today’s ubiquitous engagement
• Available anywhere, anytime
• Omni channel
• Mobile, online, social
• Self-service delivery
• Search and shopping
• Multiple forms of payment
• Packaging, ancillary services
• Personalization
• Process automation
• Use of business intelligence
Yesterday’s engagement

4. EVOLUTION OF TECHNOLOGY ENGAGEMENT

5. CORE SYSTEMS EVOLUTION
1947
First IATA
Traffic
Conference
1960
American
Airlines and
IBM Launch
Sabre
1976
SITA Launches
Reservations
Services
1992
Amadeus
Reservations
System goes live
1994
OpenSkies
(Navitaire)
PSS launched
2014
These four systems
manage more than
half of all airline
bookings and
check-ins in the
world

6. ENABLING ENGAGEMENT AND INNOVATION
Global deployment of
services and touch points
Service oriented
reusable business
processes
New data
model
Touch
point
Touch
point
Touch
point
Touch
point
Touch
point
Rule-driven orchestration
Reach
customers
anywhere,
anytime
with easy to use
personalized
service
Consistent and
comprehensive
data available to
airline staff and
self serve or auto
processes
More control and
faster time to
market for tailored
functionality
Consistent service,
faster service
innovation
Efficient
deployment across
the network and
complete customer
journey
Flexible and
scalable new
generation
architecture

7. IN A CHANGING WORLD, WE NEED
SOMETHING WE CAN RELY ON
Global airline operating margin (IATA)
Open
systems!
Customer
centric!
Online
shopping!
Mobile &
social!
Online
enabled!
Personalized
retailing!
Big data!
Make it
efficient!
Make it more
efficient!
Wearable
devices

8. The next
big thing!
As efficiently
as possible
And the
next!
STAYING ALERT, EFFICIENT AND AGILE IS
THE KEY TO STAYING AHEAD OF THE CURVE
Open
systems!
Customer
centric!
Make it
efficient!
Online
shopping!
Mobile &
social!
Personalized
retailing!
Make it more
efficient!
Online
enabled!
Big data!
Global airline operating margin (IATA)
Wearable
devices

9. INNOVATING FOR OUR INDUSTRY

10. DISCLAIMER
Any use, republication or redistribution of this content is
expressly prohibited without the prior written consent of the
Author. Permission to copy and reproduce content may be
granted by the author, at their discretion, and by request
only.
Source: presentation of Allison O’Neill, SITA at the 2014
SITA Air Transport IT Summit, Brussels.
2014 Air Transport IT Summit