First generation mobile services don’t inspire regular use, reports SITA Survey
Mumbai, MH, March 06, 2014 -(PressReleasePoint)- Passengers at Chhatrapati Shivaji International Airport in Mumbai have expressed strong interest in accessing and purchasing travel services using their mobiles, according to a recent global survey from SITA. However, first generation mobile travel services are not yet appealing enough for passengers to use them regularly, reports the SITA/Air Transport World Passenger IT Trends Survey.
Smartphone penetration in Mumbai ranks among the lowest of all airports surveyed at 62%, compared to a global average of 76%. However, the desire to use mobile travel services is considerably higher in Mumbai in than other regions surveyed, according to the report. For example, 76% of Mumbai passengers would definitely access baggage status information on their mobiles, compared to 52% globally. In addition, 65% of passengers would make changes to their bookings on a mobile and 54% would buy tickets via mobiles, compared to a global average of 47% and 37% respectively.
This interest seems to contradict Mumbai passengers’ current use of mobile services. Only 4% of Mumbai passengers use mobile check-in regularly, the lowest of all airports surveyed--compared to a global average of 8%. And 9% of passengers regularly use mobile boarding passes, compared to usage levels above 10% in airports in Atlanta and Frankfurt.
Maneesh Jaikrishna, Vice President, India and Subcontinent, SITA, said: “In India, there is an opportunity to promote more self-service in general, including via mobiles. Although passengers have not adopted self-service as quickly as they have at other airports in the world, this is changing steadily. Over the next decade, passenger numbers in India are expected to triple to 450 million. To help manage this growth, self-service, including mobile services, will become increasingly important.”
Jaikrishna added: “Our survey shows that airlines have a great opportunity to gain a competitive advantage and earn passenger loyalty by providing superior services such as travel services on the move. This includes enabling passengers to use their mobiles for everything from accessing information to checking in and boarding, and buying tickets and other travel services.”
When asked why they don’t use mobile services, 76% of Mumbai passengers cited usability concerns. Twenty-two percent of passengers said they feared the mobile services wouldn’t work when they needed them. However, 28% didn’t see any benefit in using current mobile apps, as compared to other options such as websites and SMS, and 27% said they considered the apps too complicated.
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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GVK Mumbai International Airport Pvt Ltd (MIAL) is a Public Private Partnership joint venture between GVK-led consortium and Airports Authority of India (AAI). GVK MIAL was awarded the mandate for operating and modernizing Chhatrapati Shivaji International Airport, Mumbai (CSIA). Through this transformational initiative, GVK MIAL aims to make CSIA one of the world’s best airports that consistently delight customers besides being the pride of Mumbai. The new integrated Terminal 2 at CSIA enhances the airport’s capacity to service 40 million passengers and one million tons of cargo annually. The new Terminal 2 resonates cultural richness and legacy of India through a seamless amalgamation of architecture, design and the largest programme for art in public space spanning across the terminal. It also represents the new, contemporary and modern India through its enabling business ecosystem as well as efficient functioning made possible by state-of-the-art facilities and advanced technological systems adopted.
GVK is a leading Indian conglomerate with presence across energy, resources, airports, and transportation, hospitality and life sciences sectors. GVK set up India’s first independent power plant and has around 6000 MW projects under generation and development. It is the first company in India to develop six‐lane road project under PPP model and has around 3000 lane km expressway projects under operations and development. As one of India’s largest private sector airport operators, GVK handles 44 mppa through India’s first brownfield airport under PPP model – Chhatrapati Shivaji International Airport, Mumbai and Bengaluru International Airport, Bangalore and will develop two airports in Indonesia. Having already invested over USD 3.3 billion, GVK has projects worth over another USD 6.6 billion in the pipeline, in India. It has acquired Australian Coal Mines in Queensland with 8 bt reserves for USD 1.26 billion and envisages an investment of USD 10 billion to for setting up mines, 500 km rail project and 60 mtpa port project which will form one of the world’s largest integrated coalmining operations.
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