Despite airline passengers getting tech-savvy, mobile usage remains low – reveals SITA’s latest report
More than 90% of airline passengers say technology helps them when travelling but using a smartphone for travel services has yet to go main stream. This is despite the finding that three quarters of passengers carry a smartphone according to results of the 2013 SITA/Air Transport World Passenger IT Trends Survey released today.
The survey conducted at six leading airports around the world paints a picture of tech-savvy passengers who are equipped to use the latest mobile travel services, but are cautious about doing so. At 76%, the proportion of passengers carrying smartphones outstrips the global average of 40% in the general population.
Even though passengers are carrying smartphones and say that they would use mobile services the majority has yet to make the transition. Despite the increase in recent years, actual rates of usage of these services, such as check-in and booking, remain below 5%. The majority of passengers – 78% – cite usability concerns and limitations of the device as a possible reason for not using mobile for travel.
Key Highlights – 2013 SITA/Air Transport World Passenger IT Trends Survey
– Phone usability is the top concern for users, with 31% of users fearing that phone will not work
– Staying informed with status updates from start to finish of their travel is the top priority for passengers
– Rise in mobile penetration – in 2013 76% of airline passengers carry smartphone compared to 28% in 2010
Francesco Violante, CEO, SITA:
“Technology has become an indispensable travel tool for the vast majority of today’s passengers. Our survey this year has seen 90% of them say that technology has helped them when traveling. The opportunity for further improvements is here now – with smartphones in their hands passengers are equipped to use sophisticated mobile services.”
“Passengers are ready but remain at the edge of really “going mobile”. This year’s survey has shown that the industry should indeed offer mobile services that make it easier to book travel and manage the entire journey. Improving usability and utilizing the unique capabilities of smartphones is the key to increase usage. Airlines and airports that recognize this, and provide passengers with easy-to-use mobile services that improve the travel experience, will enjoy higher adoption rates and passenger satisfaction.”