The Insight Files
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The Insight Files
Consumer trends and news curated by Tourism Australia
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Euro passengers book online but check in face-to-face

Euro passengers book online but check in face-to-face | The Insight Files | Scoop.it

European airline passengers like to us technology and 80% book their flights online, a higher rate than other parts of the world. In contrast however, when it comes to check-in, Europeans do so face-to-face at the airport more often than the global average. These are the findings of the 2016 Passenger IT Trends Survey by travel technology provider SITA. The survey, which was conducted across five European countries - France, Germany, Italy, Russia and Spain, representing nearly 60% of European travellers shows that just like the rest of the world, 85% of European passengers are happy. They are also happier at the steps of the journey where they have more choice and control in how they manage their trip. Find out more.

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Improving the passenger experience at airports

Improving the passenger experience at airports | The Insight Files | Scoop.it

In this Skift article, Qatar Airways SVP Customer Experience, Rossen Dimitrov, explains why refining passenger touch points at the airport is as critical to the airline's brand as it is in the skies. Dimitrov was hired in 2013 to bring together all the different departments at Qatar working on individual elements of the passenger experience into a single department, to ensure a seamless delivery of service and product to passengers across all stages of the journey. The process required integration of product design departments and staff training, but also a direct involvement in the design of the passenger experience at the new Hamad International Airport in Doha. Dimitrov relates those needs as a seamless transition between one phase of the journey and the other without any disruption to the brand experience passengers perceive. Find out more.

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Eve-Line Boulle's curator insight, November 23, 2015 8:54 AM

"In a presentation on designing the customer experience at the Aviation Festival in London, Qatar Airways SVP Customer Experience, Rossen Dimitrov, explained why refining passenger touch-points at the airport is as critical to the airline’s brand as it is in the skies."

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Airport experience and digital travel by 2018

Airport experience and digital travel by 2018 | The Insight Files | Scoop.it

The mobile device is overhauling the travel industry to the extent that within two years the passenger experience will be almost totally digitised. Airport and airline IT company SITA says in its latest report that by 2018, some 60% of passengers will use a mobile device self-service check-in, with 90% of airports offering assisted bag drop services. The mobile evolution will also begin to shift into other elements of the passenger journey as an estimated 52% of carriers will use self-service tools to solve disruption and other problems with a trip. Download the report.

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Sophie Chailloux's curator insight, May 19, 2016 11:34 AM
Du mobile dans l'expérience client d'ici 2018