2016年IATA全球旅客调查（英文版）_24页-7mb

2016 Global Passenger Survey Summary

Core Content

The 2016 IATA Global Passenger Survey (GPS) provides insights into the preferences, behaviors, and expectations of air travelers worldwide. It covers the entire travel journey, from pre-travel research and ticket purchase to the in-flight experience and post-travel baggage retrieval. The survey highlights the evolving needs of passengers and the industry's response to these changes.

Main Findings

Passenger Preferences and Expectations

• Travel Experience: Passengers want their travel experience to be smooth and hassle-free, preferring to spend time shopping rather than queuing at the airport.
• Tech Integration: With increasing tech adoption, passengers expect a seamless and tech-enhanced travel experience.
• Inflight Experience: Inflight Wi-Fi is highly desired, with passengers using it to send/receive emails, instant message, and browse the internet.
• Baggage Handling: There is a growing demand for convenience in baggage handling, such as electronic bag tags, home bag drop, and real-time baggage tracking.
• Security Process: Passengers find the current security process burdensome, especially the requirement to remove shoes, belts, and jackets, and the variation in screening procedures across airports.
• Communication: Passengers value timely communication from airlines, especially regarding flight status, baggage tracking, and waiting times at security and border control.
• Boarding Experience: Concerns around boarding include queueing, carry-on luggage management, and boarding gate facilities.

Touchpoint Satisfaction

• Passenger satisfaction is influenced by the efficiency and convenience of each touchpoint in the travel journey.
• The survey emphasizes the need for the industry to be more agile and open to rethinking current practices to meet passenger expectations.

Data Utilization

• 85% of passengers are willing to provide additional personal information to speed up government checks.
• This data can be used to enhance the travel experience and streamline processes.

Disruptions and Improvements

• For those who experience flight disruptions, the top areas for improvement include better information sharing, efficient rebooking, and alternative transportation options.

Inflight Activities

• Long haul: Watching movies (77%), sleeping (69%), and eating/drinking (40%) are the most preferred inflight activities.
• Short haul: Reading (53%), watching movies (42%), and sleeping (38%) are the main inflight activities.

Key Areas for Improvement

• Streamlining Processes: Reducing the need to go through security and border control multiple times.
• Enhancing Communication: Providing real-time updates on flight status, baggage tracking, and waiting times.
• Technology Integration: Offering mobile boarding passes, inflight Wi-Fi, and electronic bag tags.
• Inflight Experience: Improving the inflight entertainment and comfort.
• Cabin Crew Interaction: Ensuring attentive and helpful cabin crew for older passengers.
• Data Sharing: Establishing a culture of data sharing to improve efficiency and personalization.

Survey Methodology

• The 2016 survey collected data from approximately 7,000 air travelers across 140 countries.
• Respondents included individuals of all ages, genders, and classes who had traveled in the last 12 months.

Products and Resources

• GPS 2016 - PDF Report: A comprehensive report on survey findings.
• Airs@t: A platform offering PPT reports, raw data, and online reporting tools for in-depth analysis and benchmarking.

Conclusion

The survey underscores the need for the aviation industry to adapt to changing passenger expectations by integrating technology, improving communication, streamlining processes, and enhancing the overall travel experience. Airlines and airports should focus on agility, data sharing, and personalization to meet these demands and drive transformative change in the travel journey.