IATA-2017年IATA全球旅客调查（英文版）-2017-19页-3mb

IATA 2017 Global Passenger Survey Highlights Summary

Core Content

The IATA 2017 Global Passenger Survey provides insights into passenger satisfaction and expectations across the entire travel journey. Conducted with 10,675 respondents, the survey highlights key trends in digitalization, time efficiency, and in-flight experience preferences.

Main Findings

1. Passenger Satisfaction with Last Travel Experience

• Satisfaction Drivers: The survey identifies several factors that influence passenger satisfaction throughout their journey.
• Key Areas for Improvement:
  • Real-time information sharing (63%)
  • Flight re-booking (53%)
  • Hotel accommodation (42%)

2. Digitalization and Passenger Control

• Electronic Boarding Pass: 74% of passengers used an electronic boarding pass on their smartphone in the past 12 months.
• Biometric Identification: 64% of passengers prefer biometric identification as their travel token, indicating a growing acceptance of technology for security and convenience.
• Self-Service Options:
  • 49% prefer self-bag drop (up from 46% in 2016)
  • 72% prefer self-boarding
  • 33% would replace boarding tokens with biometric recognition

3. Time Efficiency Preferences

• Acceptable Time Limits:
  • Maximum acceptable bag-drop time: 3 minutes (78%)
  • Maximum acceptable queuing time at immigration: 10 minutes (74%)

4. In-Flight Experience

• Digital Content Preferences:
  • 42% of passengers want to watch digital content on their own devices
  • 45% prefer content on seatback devices
• IFE (In-Flight Entertainment) Rating:
  • The survey includes ratings of IFE from Airs@t North America - Europe, covering Q1/2012 to Q2/2017, showing a trend in passenger expectations.
• Wi-Fi Usage Preferences:
  • Browse the internet (73%)
  • Send/receive emails (62%)
  • Instant messaging (62%)

5. Preferred Notification Methods

• SMS (42%) is the most preferred method for receiving travel notifications.
• E-mail (26%) and Smartphone app (28%) are also popular, showing a shift towards more personalized and immediate communication channels.

Key Information

• The survey emphasizes the importance of time efficiency and digital convenience in enhancing the passenger experience.
• Biometric identification and self-service options are increasingly preferred, indicating a move towards more personalized and tech-driven travel processes.
• Real-time information, flight re-booking, and hotel accommodation are highlighted as the top services that can improve the travel disruption experience.
• Digital content on personal devices is nearly as popular as content on seatback screens, suggesting a demand for more flexible and personalized in-flight entertainment.

Survey Context

• The IATA 2017 Global Passenger Survey (GPS) is a comprehensive benchmarking tool that covers 30+ airlines, 35+ airports, and 70+ travel attributes across the entire passenger experience (pre-travel, in-flight, post-flight).
• It provides a valuable resource for airlines to understand passenger needs and improve their services accordingly.

Conclusion

The 2017 GPS report underscores the evolving expectations of passengers in the digital age. With a strong emphasis on efficiency, personalization, and technology integration, airlines are encouraged to adopt innovative solutions that enhance the overall travel experience while maintaining a balance between convenience and security.