2016年-数据局_SITA：2015年旅客IT趋势_26页_1mb

报告摘要

2015 Passenger IT Trends Survey Summary

Core Content

The 2015 Passenger IT Trends Survey conducted by SITA Lab under the leadership of Renaud Irminger explores the relationship between passengers' use of technology and their emotional experiences during air travel. The survey involved 5,871 respondents from 17 countries, representing 76% of the world’s passengers. It aims to understand how the integration of IT services impacts passenger satisfaction and behavior throughout their journey.

Main Findings

Emotional Impact of Technology: The survey uses an Emotion Wheel (adapted from Plutchik et al.) to assess the range and intensity of emotions passengers feel at different stages of their journey.
Positive Emotions: There is a strong correlation between the use of technology and positive emotions. Passengers who use mobile booking and check-in services report higher levels of satisfaction.
Mobile Adoption: Mobile devices are widely used in air travel, but their adoption in airport services (ATI) is still limited. Only 26% of bookings and 11% of check-ins are done via mobile apps.
Passenger Demand for New Services: There is a clear demand for new mobile services at airports, such as baggage tracking, NFC boarding passes, and mobile biometrics.
Technology Improvements Needed: Many passengers express dissatisfaction with current mobile services, citing issues like excessive permissions, poor functionality, and user experience.
Future Adoption: The adoption of mobile apps in airport services will increase only if airlines and service providers engage passengers throughout their entire journey.

Key Emotions Experienced

Positive Emotions: Passengers using mobile booking and check-in options experience higher levels of positive emotions, which are statistically significant.
Negative Emotions: There are reports of frustration and disappointment due to technical issues, poor user experience, and lack of functionality in existing mobile services.

Technological Innovations and Services

SITA FLIFO API: This API is used to enhance the passenger journey by providing real-time flight information and improving the check-in process.
NFC Technology: NFC boarding passes and VIP cards are being introduced to improve convenience and reduce wait times.
Mobile Biometrics: The use of mobile biometrics is being explored to streamline the check-in and boarding process.
Geolocation and Maps: Integration of geolocation and maps is being used to enhance passenger navigation and provide proximity-based services.
Beacon Services: Beacon technology is being implemented to offer personalized services and improve the overall passenger experience.

Passenger Feedback on Mobile Services

App Usage and Satisfaction: Passengers express that their phones and apps are essential for their travel experience, but many apps are perceived as useless or poorly designed.
Criticism: Comments such as "Useless app", "Another crap", and "Still bad. Pathetic." highlight the need for improvement in mobile services.
User Experience: Passengers often encounter technical issues and poor functionality, which can lead to negative emotions and disengagement.

Recommendations

Enhance Mobile Services: Airlines and service providers should focus on improving the usability and functionality of mobile services.
Engage Passengers Throughout the Journey: To increase mobile adoption in airport services, it is essential to engage passengers at every stage of their journey.
Leverage Technology for Emotionally Positive Experiences: The right application of technology can lead to more positive emotions, which is crucial for passenger satisfaction and loyalty.

Conclusion

The 2015 Passenger IT Trends Survey confirms that technology, when applied effectively, can enhance the passenger experience and generate positive emotions. However, current mobile services are not meeting passenger expectations, and improvements are needed to ensure better user engagement and increased adoption. The future of airport IT lies in integrated, user-friendly, and emotionally positive technologies that support passengers throughout their journey.

Disclaimer

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