Okay, okay. We get it. Mobile in travel is big. Consumers spend more and more time on tablets and smartphones, and travel companies need to do a better job of reaching consumers on mobile devices. What do passengers want from mobile? Not all mobile services are embraced by passengers in the same way. Travel companies need to align their mobile strategies: Which services are the winners and which are the losers? Which services will give you the best return on your mobile investment? Should you go mobile only for some service and continue running a multi channel strategy for others? We surveyed over 2,500 passengers to get an in-depth picture of their wants and needs while flying from six of the world's leading airports: Abu Dhabi, Atlanta, Beijing, Frankfurt, Mumbai, and São Paulo. This presentation will provide insight on what your passengers are thinking: What are their priorities when it comes to mobile usage in travel? Why are passengers not using mobile? What can be done to increase mobile usage? Do passengers REALLY want to go mobile…. …to buy tickets? …for check-in or boarding passes? …to keep their travel documents or get updates? …to use onboard an aircraft?

1. 1
Air Transport Industry Insight
Do Passengers really want to
go mobile?
The Passenger IT Trends Survey 2013

2. OVERVIEW
Attitude towards technology & mobile
Do passengers want m-commerce?
Will passengers use mobile for access?
Do passengers want information on the move?
2

3. “TECHNOLOGY MAKES TRAVELLING
EASIER”
3

4. EXPLOSIVE GROWTH FOR SMART
PHONES AND TRAVEL SERVICES
4

5. STAYING INFORMED IS THE TOP
PRIORITY FOR PASSENGERS
5

6. STAYING INFORMED IS THE TOP
PRIORITY FOR PASSENGERS
Additional
20-30%
“Maybe” use mobile
services
6

7. USABILITY IS THE NUMBER 1
CONCERN
7

8. OVERVIEW
Attitude towards technology & mobile
Do passengers want m-commerce?
Will passengers use mobile for access?
Do passengers want information on the move?
8

9. TRAVELLERS PREFER WEB BOOKING
BUT MOBILE GAINS POPULARITY
88%
9
Of passengers would search for
ticket fares on mobile apps

10. M-COMMERCE EN ROUTE – A BIG OPPORTUNITY
FOR AIRLINES AND PASSENGERS
10

11. OVERVIEW
Attitude towards technology & mobile
Do passengers want m-commerce?
Will passengers use mobile for access?
Do passengers want information on the move?
11

12. MOBILE NOT THE PASSENGERS
FIRST CHOICE
82%
75%
66%
92%
82%
65%

13. MOST PASSENGERS NOT YET READY
TO USE MOBILE FOR SENSITIVE INFO
13

14. OVERVIEW
Attitude towards technology & mobile
Do passengers want m-commerce?
Will passengers use mobile for access?
Do passengers want information on the move?
14

15. MOBILE (SMS) IS STILL THE PREFERRED
CHANNEL FOR FLIGHT INFO UPDATES
15

16. PASSENGERS WANT TO STAY
CONNECTED ON BOARD
Interest in in-flight services on mobile devices
16

17. DO PASSENGERS REALLY WANT TO
GO MOBILE?
YES
• Technology in travel is viewed positively
• Many passengers would definitely use mobile
services
• Information is top priority but there is interest in
mobile services is across the entire journey
BUT
• Usability, Usability, Usability
17

18. Download the survey:
www.sita.aero/surveys
For further information, contact:
Tom Knierim, SITA
thomas.knierim@sita.aero
18
Jack Loop, Flytecraft
jack@flytecraft.com

19. Q&A
19