Highlights - 2015 Global Passenger Survey

2015 IATA
GLOBAL PASSENGER SURVEY

Supported by:
* The information contained in our databases and used in this presentation has been assembled from many sources, and whilst reasonable care has been taken to ensure accuracy, the
information is supplied on the understanding that no legal liability whatsoever shall attach to the International Air Transport Association (IATA) and pwc, their offices, or employees in
respect of any error or omission that may have occurred.
World Passenger Symposium 2015
Global Passenger Survey: A Global Perspective

Nearly 7,300 respondents
World Financial Symposium 2014
At Home
At Airport of Departure
On-Board
Deciding to Travel
Ready to Fly
Airline Brand Perception

Airline Selection
Pre-Travel Arrangements, Ancillaries

Digital Boarding Pass
At Airport of Arrival
Inflight Experience
Ready to Arrive
Inflight Preferred Activities

Inflight Entertainment System (IFE)
Baggage Tracking
Immigration
Experience
Proactive Notification
Connectivity
Flight Related Notifications

Security and Immigration Waiting Times
Airport WiFi
Inflight WiFi
Engage
Deciding to Travel
Top 3 factors that impact airline brand perception

On-time performance (75%)
Aircraft quality and interior (66%)
Customer interaction (54%)
Brand Perception
is
Everything
What influences your

ticket purchase?
Deciding to Travel
Top 3 factors influencing ticket purchase on a particular airline

Price (43%)
Schedule and convenient flight time (21%)
Frequent2014
Flyer Program (13%)
World Financial Symposium
All
about
Frills
Ready to Fly
Ancillaries
48% have bought
48% purchased additional airline products or services

in the last 12 months.
Top 3 on the list: Checked bag/excess luggage,
preferred seating and on board food and beverage
Ready to Fly
All in the comfort

of your own home
90% want to be checked-in and know their seat

68% want travel documents to be validated
34% want their bags tagged while check-in
Passengers want to
KNOW and be
UP TO DATE
Top 3 PROACTIVE notification

Flight status (93%)
Baggage status and delivery waiting time (74%)
Regulations (visa, customs & health) (68%)
Keeping it old
school
More than half of passengers would like to

be notified via SMS rather than other
channels that require internet connectivity
How FREE is
Free Airport WiFi?
Connectivity
80% of passengers home

airports have Free WiFi but
42% require registration
Ready to Fly
Tender
Bag drop and processing time
Luggage
Half respondents (48%) prefer to tag/scan and
put their bag(s) into the baggage system without
Care
agent intervention; acceptable drop-off time
between 1 and 3 minutes
Ready to Fly
Can queues
be a thing of
the past?
Queuing more than 10 minutes at security is no

longer acceptable--- people want to keep moving
Boarding passes: Mobile IN

Paper OUT
Ready to Fly
69% have used an electronic

mobile boarding pass YET
paper remains
Inflight Experience
Just to your taste

7 of 10 would like to choose and order their meals
through the inflight entertainment (IFE) system
Sit back,
Top 3 favorite activities during a flight
relax and
watch a
movie
Inflight Experience
Long haul: watching movies or TV (72%), sleeping (70%)

and eating and drinking (42%)
Short haul: reading (51%), watching movies or TV (44%)
and eating and drinking (36%)
Inflight Experience
Did you B.Y.O.D.?

(bring your own device)
Nearly half of North Asian passengers prefer to use their

own devices for viewing digital content rather than IFE
equipment; This trend is less popular among passengers
from NorthSymposium
American and2014
Asia Pacific
World Financial
Inflight Experience
Are you willing to pay?

45% are willing to pay internet and IFE
36% are willing to pay only for Internet access
14% are willing to pay for stored media
10% are willing to pay for Live TV
Will immigration
become self-service?
48% have used an automated border

control system to cross the boarding,
89% satisfaction with automated
immigration gate
Ready to Arrive
Ready to Arrive
Track your bag

from bag-drop to beach
81% want to be able to track their bags at any

point throughout the journey
How satisfied are you?

Overall passenger satisfaction (Airs@t)

64% very satisfied with airlines
68% would recommend the airline
78% would select the airline again
Passenger of Today and Tomorrow

Independent
Self-service attitude
Continuously moving without

interruption or delay
Access the full GPS report at www.iata.org/gps2015
Always informed and

Higher expectations on
connected
products and services

Highlights - 2015 Global Passenger Survey

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2015 IATA

GLOBAL PASSENGER SURVEY

World Passenger Symposium 2015

Global Passenger Survey: A Global Perspective

World Financial Symposium 2014

World Passenger Symposium 2015

Airline Brand Perception

Pre-Travel Arrangements, Ancillaries

Inflight Preferred Activities

Flight Related Notifications

Top 3 factors that impact airline brand perception

World Financial Symposium 2014

World Passenger Symposium 2015

What influences your

Top 3 factors influencing ticket purchase on a particular airline

World Financial Symposium 2014

World Passenger Symposium 2015

World Financial Symposium 2014

48% purchased additional airline products or services

World Passenger Symposium 2015

All in the comfort

World Financial Symposium 2014

90% want to be checked-in and know their seat

World Passenger Symposium 2015

Top 3 PROACTIVE notification

World Financial Symposium 2014

World Passenger Symposium 2015

More than half of passengers would like to

World Financial Symposium 2014

World Passenger Symposium 2015

World Financial Symposium 2014

80% of passengers home

World Financial Symposium 2014

World Passenger Symposium 2015

World Financial Symposium 2014

World Passenger Symposium 2015

World Financial Symposium 2014

Queuing more than 10 minutes at security is no

World Passenger Symposium 2015

Boarding passes: Mobile IN

World Financial Symposium 2014

69% have used an electronic

World Passenger Symposium 2015

Just to your taste

World Financial Symposium 2014

World Passenger Symposium 2015

Long haul: watching movies or TV (72%), sleeping (70%)

World Financial Symposium 2014

World Passenger Symposium 2015

Did you B.Y.O.D.?

Nearly half of North Asian passengers prefer to use their

Are you willing to pay?

World Financial Symposium 2014

World Passenger Symposium 2015

48% have used an automated border

World Passenger Symposium 2015

Track your bag

81% want to be able to track their bags at any

World Passenger Symposium 2015

How satisfied are you?

World Financial Symposium 2014

Overall passenger satisfaction (Airs@t)

Passenger of Today and Tomorrow

Continuously moving without