Passengers at the world’s busiest airport, Hartsfield-Jackson Atlanta, are ready and eager to use mobile travel services throughout their journey, according to a new global survey from SITA.
Atlanta, January 22, 2014 -(PressReleasePoint)- Passengers at the world’s busiest airport, Hartsfield-Jackson Atlanta, are ready and eager to use mobile travel services throughout their journey, according to a new global survey from SITA. The SITA/Air Transport World Passenger IT Trends Survey reports that 51% of Atlanta passengers would definitely buy tickets using their mobile phones, one of the highest responses at all the airports surveyed.
Atlanta passengers were also more likely than passengers at other airports to access services via apps on their smartphones while travelling. Approximately 65% of Atlanta passengers said they would definitely use their mobiles to make flight changes, compared to a global average of 47%. In addition 60% of Atlanta passengers said they would definitely use mobiles to buy ancillary services, such as seat upgrades, meals and parking, versus a global average of 39%.
This is a big jump from the previous year, when just 35% of Atlanta passengers said they would use smartphone apps to purchase ancillary services. It indicates a major step change in Atlanta passengers’ attitudes to using mobiles to purchase travel services.
“SITA’s survey shows that we have a great opportunity to increase revenue and create a seamless journey for passengers by offering more mobile services," said Hartsfield-Jackson Atlanta International Airport Interim General Manager Miguel Southwell. "Eighty-two percent of our passengers carry smartphones, the highest of all the airports surveyed. And they are keen to use them for everything from check-in and boarding to accessing information and buying products and services.”
The change in attitude to purchasing travel services on mobile devices is not yet matched by passenger usage. On the day of travel, no passenger surveyed had purchased a ticket using their mobile. More than 62% said usability is the reason they don’t use their mobile for such services. This demonstrates the need for suppliers to make smart phone apps easier and more appealing.
Mobile usage is making headway in other areas of self-service. When it comes to check-in, Atlanta passengers still choose other self-service options, such as kiosks or online check-in via desktops, before mobile check-in. However 38% of Atlanta passengers now use mobile check-in either ‘regularly’ or ‘sometimes’—the highest usage of all airports surveyed—compared to a global average of 31%. On the day of travel, 11% of passengers used their mobile to check-in, a significant increase from 3% in 2011.
Atlanta passengers are also using mobile boarding passes more frequently. On the day of the survey, 10% of passengers in Atlanta boarded their flight with a mobile boarding pass.
Paul Houghton, SITA President, Americas, said: “Over the years, our surveys have shown that Atlanta passengers have a strong preference for self-service. However, this year’s survey reflects a major increase in their desire to use mobile travel services—particularly to purchase tickets and ancillary services. With most passengers now carrying smartphones, travel providers can generate new revenues by creating stronger relationships with passengers through their personal devices. They can then offer services when they need them most.”
SITA and ATW conducted the eighth annual Passenger IT Trends Survey with a sample of the 299 million passengers who pass through six of the world's leading airport hubs: Abu Dhabi International; Beijing Capital International; Chhatrapati Shivaji International, Mumbai; Frankfurt International; GRU Sao Paulo International and Hartsfield-Jackson, Atlanta.
The survey included 2,489 passengers from more than 70 countries. Those surveyed comprised a mix of business and leisure travelers, and occasional and frequent flyers at all locations.
More information on this and other SITA surveys can be found at www.sita.aero/surveys-reports.
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Notes to Editors:
SITA is the world's leading specialist in air transport communications and IT solutions. SITA delivers and manages business solutions for airline, airport, GDS, government and other customers over the world’s most extensive network, which forms the communications backbone of the global air transport industry.
SITA’s portfolio includes managed global communications, infrastructure and outsourcing services, as well as services for airline commercial management and passenger operations, flight operations, aircraft operations and air-to-ground communications, airport management and operations, baggage operations, transportation security and border management, cargo operations and more.
With a customer service team of over 2,000 staff around the world, SITA invests significantly in achieving best-in-class customer service, providing integrated local and global support for both its communications and IT application services.
SITA has two main subsidiaries: OnAir, which is the leading provider of in-flight connectivity, and CHAMP Cargosystems, the world's only IT company dedicated solely to air cargo. SITA also operates a joint venture, Aviareto, which provides aircraft asset management to the air transport community.
SITA is one of the world's most international companies. Its global reach is based on local presence, with services for around 450 air transport industry members and 2,800 customers in over 200 countries and territories. Set up in 1949 with 11 member airlines, SITA today employs people of more than 140 nationalities, speaking over 70 different languages. SITA had consolidated revenues of US$1.57 billion in 2012.
For further information go to www.sita.aero
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