Show Trend Video 4:22 min
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APG WorldConnect - IT Trends 2012
2012 AIRLINE IT TRENDS SURVEY APG WorldConnect, October, 2012
Tom Knierim Senior Manager, Marketing & Insight
SITA’S SURVEYS & METHODOLOGY Airline IT Trends Survey
• In Association with Airline Business (14th Year) • Airlines representing majority of the world passenger traffic • Responses from all major regions and Airline Tiers
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APG WorldConnect - IT Trends 2012
Passenger SelfService Survey
Airport IT Trends Survey
• In association with Air Transport World
• In Association with Airline Business
• Over 2500 passengers interviewed @ 6 major airports
• Responses from airports operators representing airports
• Airports included: Atlanta, Frankfurt, Abu Dhabi, Beijing, Mumbai, Sao Paulo
• Responses covering all major regions and airports sizes
RESPONDENTS 2012
Representing
53% of global passenger traffic
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APG WorldConnect - IT Trends 2012
SURVEY HIGHLIGHTS 2012
Vision and ambitions for 2015 ..and beyond The Future of Direct Sales Channels Social Media: Does it have a mainstream role
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APG WorldConnect - IT Trends 2012
VISION AND AMBITIONS FOR 2015...AND BEYOND
MOBILE APPS AND WEB WILL DOMINATE INTERACTION BEYOND 2015
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APG WorldConnect - IT Trends 2012
MOBILE APPS AND WEB WILL DOMINATE INTERACTION BEYOND 2015
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APG WorldConnect - IT Trends 2012
FUTURE OF DIRECT SALES CHANNELS
NEW SALES CHANNELS READY FOR TAKE-OFF? By 2015,
12% of sales through mobile, social media and kiosks.
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2012
APG WorldConnect - IT Trends 2012
2015
MULTI-CHANNEL CAPABILITIES IN DIRECT ANCILLARY SALES BY 2015 Each new channel in use by at least
65% of airlines by 2015
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APG WorldConnect - IT Trends 2012
‘PERSONALISATION’ - A PRIORITY FOR DIRECT CHANNELS
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APG WorldConnect - IT Trends 2012
SOCIAL MEDIA: DOES IT HAVE A MAINSTREAM ROLE
WHERE DOES SOCIAL MEDIA PROVIDE MOST VALUE? 1. 2. 3.
91% 14
of airlines plan to invest in social media; most make R&D investments
APG WorldConnect - IT Trends 2012
MULTIPLE SOCIAL MEDIA APPS USED BY THE MAJORITY IN 2015
Today
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APG WorldConnect - IT Trends 2012
SELLING VIA SOCIAL MEDIA IS ACCELERATING Plans for embedded applications by 2015
9 out of 10 Promoting via social media
Up 2-FOLD
63% Selling via social media
Up 4-FOLD
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APG WorldConnect - IT Trends 2012
BY 2015‌.. Mobile will be the dominant channel, enriching the travel experience from booking to boarding and beyond Airlines will get personal – selling direct to passengers through new channels Social media will be a major platform for marketing, customer service and sales 17
APG WorldConnect - IT Trends 2012