Mobile technology is rapidly becoming integral to airline operations and the passenger experience. A joint study conducted in 2012 by Airline Business and SITA, a global provider of aviation technologies and services, found adoption of specialized mobile aviation applications has increased significantly over the past two years. Passengers are increasingly using their smart phones and tablets to book tickets and reserve seats. The Airline Business and SITA study forecasts that by 2015, 90% of airlines will sell tickets through mobile and social media channels, a growth of 51% from 2012. Many customers are also using their mobile devices for self-service check-in, seating assignments and baggage tracking, and for real-time information on flight arrival and departure times and weather and traffic conditions. Airlines are also looking at mobile platforms to provide passenger merchandising of airline and airport ancillary services.
Airlines have long recognized the importance of the business traveler; in fact, business travel accounts for a majority of airlines’ revenue. Therefore, key trends in the enterprise are of great interest to airlines. A 2012 survey of ISG clients found that nearly 90% of companies surveyed have completed or are developing an enterprise mobile strategy. Large enterprises are recognizing the strategic importance of mobile technology, and are allowing employees to use mobile devices for both personal and professional use; many of these employees are frequent business travelers.
Some airlines have introduced or are preparing to introduce iPads for cabin crew to reduce the complicated paper based/manual operations in performing their day-to-day functions like meal distribution and passenger management.
Airlines and airports can use mobile channels to offer better service to passengers at various touch points along the journey, delivering real-time, relevant, and value-added information, offers, discounts, and personalized services that help build a trusted relationship.
This ISG white paper outlines how existing IT infrastructure as well as investments in new platforms is driving emerging mobile trends and enabling strategies to build business and drive customer satisfaction.
