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Study highlights strong demand for smartphone-based flight, baggage and disruption services


Study highlights strong demand for smartphone-based flight, baggage and disruption services

Searching for fares, receiving real-time baggage and flight updates, and managing flight disruptions are the main things passengers would like to use their smartphones for when travelling.

The vast majority of passengers want to be able to use their smartphone to manage flight disruptions, receive real-time flight and baggage updates, and search for fares, according to SITA’s ‘Smart Thinking’ study. The report also shows that every airline and 90% of airports are investing in business intelligence solutions to provide the intelligent information across their operations in order to facilitate these services.

The report is based on global passenger research and also incorporates additional input from the likes of British Airways, Saudia, Dublin Airport Authority, London City Airport and London Heathrow.

The findings of the study show that 69% of surveyed passengers would use their smartphone to manage flight disruptions; 72% would use it for real-time flight status updates; 85% for real-time baggage status information; and 90% to search for fares.

In response, the majority of airlines and airports say they intend to offer smartphone-based flight updates by 2016, 61% will offer bag status updates, and 79% plan to offer flight and airport queuing status notifications within two years. More than three-quarters of airlines and airports surveyed also said they plan to offer mobile airport wayfinding.

Nigel Pickford, Director, Market Insight, SITA, said: “Our research has clearly shown that the move to smartphone apps and mobile services is well underway. But many of the services that airlines and airports are planning are heavily dependent on their ability to provide more meaningful data and insight – providing passengers and staff the right information at the right time.

“We asked airlines and airports to measure themselves in four categories of business intelligence best practice for this index: Data Access and Management; Infrastructure; Data Presentation; and Governance. Our analysis shows that on average the industry is only halfway to achieving best-in-class and further progress is needed.”

Future Travel Experience Europe 2015

Interested in learning more about improving your passenger experience? At FTE Europe 2015, which will take place in London from 2-4 February 2015, senior speakers from the likes of Heathrow Airport, Ryanair, Swedavia, Norwegian Air Shuttle, Munich Airport, Virgin Atlantic, Expedia, London City Airport, IATA, Air France-KLM, London Stansted Airport, Lufthansa, Bechtel, Gatwick Airport and United Airlines will share their latest passenger-focused plans and visions in the 'On the Ground' conference.

The event will also include a dedicated 'Up in the Air' conference stream, IATA workshop, an extensive exhibition, tours of Heathrow T2, London Stansted and London City Airport, and a 'Best of British' Gala Evening at Altitude 360 @ Altitude London, London's premier sky venue which offers jetliner views of the city.

» View the full FTE Europe 2015 'On the Ground' agenda

» Register to attend FTE Europe 2015

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