Airlines prioritising mobile in next three years, improving passenger service tops list
Airlines are using mobile applications across the business and continue to make mobile investment a priority for the next three years.
SITA research shows almost nine out of 10 airlines plan mobile services for flight search, ticket purchase, check-in, boarding passes, ancillaries and flight status by 2015 with complaint handling and lost luggage to follow.
Half of the airlines in the study already offer flight search and check-in via mobile while close to half offer boarding passes, ticket purchase and flight status alerts.
More than half already sell via mobile and by 2015, 89% plan to do so.
The 14th annual Airline IT Trends Survey shows 93% of airlines view investment in mobile services for passengers as the top priority between now and 2015 and 58% are planning major projects. According to SITA last year’s report revealed a similar trend.
Airlines are also focused on reducing the cost of business operations and revenue generation.
The influence of social media is also recognised with nine out of 10 investing in the area by 2015 and 57% saying it can significantly help promote sales while 39% see its importance in customer service.
Less than half are already promoting flights via social media channels but 90% plan to do so by 2015.
Further findings via this clip:
Linda Fox is deputy editor for Tnooz. For the past eight years she has worked as a freelance journalist across a range of B2B titles including Travolution, ABTA Magazine, Travelmole and the Business Travel Magazine.
In this time she has also undertaken corporate projects for a number of high profile travel technology, travel management and research companies.
Prior to her freelance career she covered hotels and technology news for Travel Trade Gazette for seven years. Linda joined TTG from Caterer & Hotelkeeper where she worked on the features desk for more than five years.