Undertaken annually by SITA and Airline Business magazine the Airline IT Trends Survey has helped to underline the strategic importance of IT within the airline industry. Now in its 10th year, the data provides a set of global benchmarks offering a detailed picture of the latest IT trends in the industry.
Key findings of this year's survey include:
IT Management/Strategy
- While airlines IT budget went through a positive period in recent years, indications are that the coming years may see a tightening of budgets.
- IT’s top investment drivers lie in reducing cost and improving customer service. The airline process areas that are most likely to see these investments are: passenger processing & services (63%), aircraft management/operations (44%), Passenger Security (34%).
Self-Services
- Top initiatives for self-service are web check in, mobile phone self-service (e.g. passenger notification, check-in) and online trip change services.
- The proportion of passengers using self service kiosks to check in will grow steadily; currently 32% (29% in 2007), 39% are anticipated to do so by the end of 2009
- Check-in via mobile phone will become a real alternative by 2009, with approx. 6% of passenger using this option to check-in.
- Self-service will become the prime path for passengers to check-in. The number of passenger using the traditional desk check-in will reduce from currently 64 % to only 38 % in 2009, while passenger using some form of self-service check-in will double.
Mobility/On the move connectivity
- The use of handheld devices to support specific airline processes is becoming more popular in the future. Many airlines will consider adoption in the next 1-3+ for many process areas. Among the most popular are maintenance & engineering, boarding control, baggage/cargo handling, In-flight cabin crew.
- Adoption of mobile phone and Internet usage on board an aircraft will go mainstream in 1-2 years from now, with the majority of airlines stating plans to implement a solution within this timeframe.
- Airlines also consider additional “value-added” services for mobile phones such as: Supporting staff processes, mobile marketing, passenger notification services
Travel Distribution /Others
- 91% of airlines are currently using their own website to sell seats. Of their total online sales, a quarter are through their own website (24%), 16% via call centres and a quarter though online channels (27%). Around 8 in 10 (81%) of ticket sales are fulfilled as e-tickets.
- Credit Card Payment fraud is the biggest concern when it comes to online sales.
- Respondents were providing on average 4 governments data and anticipated this would rise to 7 by the end of next year. Of these, around two fifths were outsourced with the remainder managed in house.
For more information, Airlines IT Trends Survey 2008 Executive Summary.
About the 2008 survey
Over the past 10 years the Airline IT Trends Survey has enjoyed a steady rise in the number of responses from airlines, underlining the importance and relevance of this type of survey to the industry.
The research was conducted in spring 2008, targeted at the world’s top 200 airline groups, including low-cost carriers, together with operators representing important players in the cargo, regional and charter sectors. A record number of 121 questionnaires were returned, providing an even and representative spread across the world’s top airlines. Nearly two-thirds of the responses are from flag carriers or major airline groups. In addition, every year an increasing number of low-cost carriers are taking part.
The complete research results of the Airline IT Trends Survey 2008 are available for purchase on CD, providing the responses to all of the survey questions together with a commentary. Although individual replies remain strictly confidential, results are broken down by geography and airline size, also with results weighed by revenue. All 2008 survey respondents will receive the CD for free.
Full results on CD
The full survey results, covering more than 30 questions, are available to buy on CD for US$ 499. For details email info@sita.aero.