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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
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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
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Deciding to Travel

Top 3 factors that impact airline brand perception


On-time performance (75%)
Aircraft quality and interior (66%)
Customer interaction (54%)

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Brand Perception
is

Everything
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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%)
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All
about
Frills

Ready to Fly

Ancillaries
48% have bought

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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
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Ready to Fly

All in the comfort


of your own home
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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

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Proactive Notification

Passengers want to
KNOW and be
UP TO DATE
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Top 3 PROACTIVE notification


Flight status (93%)
Baggage status and delivery waiting time (74%)
Regulations (visa, customs & health) (68%)

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Proactive Notification

Keeping it old
school
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More than half of passengers would like to


be notified via SMS rather than other
channels that require internet connectivity

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How FREE is
Free Airport WiFi?

Connectivity

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80% of passengers home


airports have Free WiFi but
42% require registration

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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
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Ready to Fly

Can queues
be a thing of
the past?

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Queuing more than 10 minutes at security is no


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


Paper OUT

Ready to Fly

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69% have used an electronic


mobile boarding pass YET
paper remains
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Inflight Experience

Just to your taste


7 of 10 would like to choose and order their meals
through the inflight entertainment (IFE) system
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Sit back,
Top 3 favorite activities during a flight
relax and
watch a
movie
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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%)

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Inflight Experience

Did you B.Y.O.D.?


(bring your own device)
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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
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from NorthSymposium
American and2014
Asia Pacific
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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
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Will immigration
become self-service?
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48% have used an automated border


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

Ready to Arrive

Track your bag


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


point throughout the journey
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How satisfied are you?


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Overall passenger satisfaction (Airs@t)


64% very satisfied with airlines
68% would recommend the airline
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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
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products and services

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