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SITA survey highlights importance of mobile technology and social media

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Currently, just 10% of airports offer wayfinding services on mobile devices, but this is set to rise to 70% over the next three years.

Currently, just 10% of airports offer wayfinding services on mobile devices, but this is set to rise to 70% over the next three years.

The world’s airports are turning to mobile apps, social media and geolocation services to improve the passenger experience, according to the 9th SITA Airport IT Trends Survey.

A key finding from the annual survey – which is carried out in collaboration with Airports Council International (ACI) – is that improving the passenger experience is the number one driver of IT investment for 59% of airports. The findings of the survey also point towards a rapid increase in mobile and social media apps being used to deliver a more personalised customer experience. Keeping passengers informed about their flight status and wait times is the top reason for airports providing mobile apps, with 88% planning to invest in them by the end of 2015. Over the same period, 78% of airports also plan to invest in social media.

Half of the airports surveyed see geolocation as a top priority for reducing passenger congestion. At present, just 10% of airports offer wayfinding services on mobile devices, but this is set to rise to 70% over the next three years.

Airports are also investing in business intelligence solutions to deliver an improved passenger experience. Some 86% of airports see it as a priority for sharing information and collaborating with partners; 83% to ensure more accurate service information for passengers; and 76% to reduce flight delays due to ground operational issues.

Francesco Violante, CEO, SITA, said: “This year’s Airport IT Trends Survey shows that operators are investing in the ‘intelligent airport’ to improve the passenger experience in an operationally efficient manner. With airports planning to invest in business intelligence, and using it to better collaborate with partners, it is clear that there is a strong desire among operators to work together with stakeholders, including airlines and ground handlers, to create a better passenger journey.”

» More information can be found here.

FTE Europe 2016 will take place at RAI Amsterdam

FTE Europe 2016 will take place at RAI Amsterdam from 25-26 April 2016.

Prepare for the passenger experience of 2025 at FTE Europe 2016, 25-26 April, Amsterdam

Future Travel Experience Europe 2016 (25-26 April, RAI Amsterdam) will be the region’s most forward-thinking passenger experience event this year, thanks to the ‘Passenger Experience 2025’ theme, inspirational keynote addresses by Philips Head of Design Pierre-Yves Panis and SkyTeam CEO Perry Cantarutti, two unique conference agendas, an Air France-KLM Innovation Symposium, the Co-creation Forum Europe, the FTE Bag Drop Symposium, an end-to-end exhibition and a social agenda based around the world famous King’s Day celebrations.

Senior figures from the likes of Google, IATA, easyJet, CitizenM, Vueling, daa, Air France-KLM, Schiphol Group, Ryanair, Gatwick Airport, Finavia, Lufthansa, Air New Zealand and Swedavia will address delegates in the ‘On the Ground’ conference, providing an unmatched learning environment. Each of these leading industry experts will share their passenger experience visions and outline how they are planning to leverage new and emerging technologies, ranging from artificial intelligence and robotics, to biometric technology and mobile-enabled digital personalisation, to improve the passenger experience and enhance operational efficiency.

» View the full FTE Europe ‘On the Ground’ conference agenda

» Register to attend FTE Europe 2016


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