The Insight Files
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The Insight Files
Consumer trends and news curated by Tourism Australia
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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 
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SITA provides new bag tracking technology

SITA provides new bag tracking technology | The Insight Files | Scoop.it

SITA’s BagJourney makes locating passengers’ baggage as easy as tracking a parcel. Global IT provider SITA can now provide airlines and airports with accurate information on the whereabouts of passengers' baggage with SITA's Bagjourney. SITA has used 2.5 billion data messages to enable them to track bags just like parcels through its BagMessage service. Each day, over 220 airports and 500 airlines exchange information on the location of passenger baggage through the secure, global messaging service. The amount of data managed by SITA is rapidly increasing, at almost 20% growth per year. SITA's Bagjourney is uniquely paired with WorldTracer, a global tracing service of delayed bags, to allow bags to be tracked even if they are mishandled.

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Is your airport ready for the connected traveller?

Is your airport ready for the connected traveller? | The Insight Files | Scoop.it

The 11th edition of the Airport IT Trends Survey looks at data for 2014 and beyond. The survey reveals how airports are rising to the challenge of meeting the expectations of the connected traveller, including topics such as IT investment, mobile apps and business intelligence. Notably, 50% of airports provide flight updates via mobile, with 66% of airports forecast to provide mobile alerts to passengers for travel disruption over the next three years. Additionally, by 2017 89% of airports will be using business intelligence analysis to conduct Airport Service Quality Analysis.

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Sacrificing free coffee and peanuts for on-board wifi

Sacrificing free coffee and peanuts for on-board wifi | The Insight Files | Scoop.it

In a similar vein as guests are apparently now willing to swap some hotel amenities for free Wi-Fi, air passengers are also willing to trade items to get connected. SITA recently pulled together data collected from its OnAir platform, to get a better sense of what people are doing when using Wi-Fi facilities on a flight. There are currently more than 20 airlines offering free Wi-Fi (including Emirates), with some predicting this will increase massively in the years to come as it becomes a competitive element against other carriers. But are passengers spending their time on-board mostly browsing the web and checking their email, or perhaps posting videos onto YouTube? The infographic above captures some of the study's results.

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The future is personal

The future is personal | The Insight Files | Scoop.it

The ubiquity of mobile technology has already spurred airlines and airports to invest in mobile products to help air travellers on their journey. As these begin to mature, new opportunities will open up to enable delivery of a more personal service. The next three years will see all airlines and the vast majority of airports further investing in mobile services, but service roll-out and user adoption is, perhaps inevitably, proving rather complex. Looking ahead, the opportunity and the new frontier for mobile passenger services will be using apps to improve customer relationships and enabling passengers to personalise the services they use to suit their needs on their journey.

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