The world is getting more connected with 97% of airline passengers carrying at least one personal electronic device. However, passengers have been slow to adopt new airline and airport mobile services when travelling, says a report by air transport IT provider, SITA, titled ‘The Future is Personal”.
Adapting to apps, passengers want personalised connections
Airlines have made significant investments in mobile services over the past four years and half of the world's airports provide flight information via apps.
The report involved talking to more than 6000 passengers “at 106 airports across the world which handled 2.35 billion passengers last year and with airlines that together carried more than half the world’s passenger traffic".
Airlines have made significant investments in mobile services over the past four years and half of the world's airports provide flight information via apps. Interestingly, 24% of passengers have not yet used travel apps at all on their journey.
Nigel Pickford, director market insight, SITA, said, “Our analysis has shown that the successful 'outliers', be they airports or airlines, are focusing on providing excellent customer service experiences that their passengers want. They are harnessing new technologies to give personalised services at the right moment of the journey.”
SITA’s report notes passengers expect personalisation on the ground and in-flight. “This era of continuous engagement means that passengers also expect to be kept informed during periods of disruption and given the ability to manage the changing circumstances of their journey.”
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