Sita It Trends 2017

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© SITA 2017
Air Transport IT Trends Insights
AIRLINE AIRPORT
2017 AIR
TRANSPORT
IT TRENDS
© SITA 2017
AIRLINE
IT TRENDS
This year’s highlights include an increase in
overall IT spend in 2016, with CIOs planning key
investments in cybersecurity, cloud services
and business intelligence.
The 2017 Airline IT Trends Survey provides
a clear insight on the airline industry’s IT
strategic thinking and developments.
© SITA 2017
AIRLINE IT TRENDS
Click to jump
to the relevant
section.
INVESTMENT INDUSTRY
IT SPEND SELF-SERVICE MOBILE
PRIORITIES CHALLENGES
© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

AIRLINE | IT SPEND IT spend
AIRLINE CATEGORIES
IT SPEND HEADLINES Investment priorities
Self-service
Mobile
Industry challenges
IT SPEND ON
BUSINESS
IT SPEND HAS TRANSFORMATION IT SPEND
INCREASED GROWING IN 2017 GROWING ON
IN 2016 EXTERNAL
RESOURCES
MOST AIRLINES
EXPECTING
IT SPEND TO INCREASING
INCREASE IN FOCUS ON
2017 BUT MORE SOFTWARE
CAUTIOUS FOR 2018 AND DEVICES
Hover over a headline
to reveal more, then
click to jump to the
relevant data.

AIRLINE CATEGORIES
IT SPEND HAS INCREASED AND SET TO GROW FURTHER Investment priorities
Self-service
Mobile
24.3 Industry challenges

VIEW ANALYSIS 4%
21.5 21.9
20
Running the business 19.4 US$BN
is the key need for
IT spend for airlines
(60% of IT spend)
3% 3.3%
There are signs that 3.1% 15
US$BN
CIOs realise the
capability for IT to 2.8%
2.7%
transform the business
and share of IT spend
on this area is set to 2% 10
increase in 2017 US$BN
1.9% 1.9%
1.7% 1.7%
1.4% Estimated value
of IT spend
1.2%
5
1.1% US$BN Total IT spend
1% 1.0%
Operating IT spend
Capital IT spend
2014 (Actual) 2015 (Actual) 2016 (Actual) 2017 (Planned)

AIRLINE CATEGORIES
MOST AIRLINES EXPECTING IT SPEND TO INCREASE IN 2017 Investment priorities
BUT MORE CAUTIOUS FOR 2018 Self-service
Mobile
Operating spend Capital spend
Industry challenges
VIEW ANALYSIS
Running the business

is the key need for
(60% of IT spend)
52% 57% 42%
There are signs that
32%
CIOs realise the
capability for IT to
transform the business Increase
on this area is set to
Stay the same
increase in 2017
37% 40% 40% Decrease
31%
2017 2018 2017 2018
11% 12% 18%

28%
Expected change in IT spend as % of revenue

AIRLINE CATEGORIES
SHARE OF IT SPEND ON BUSINESS TRANSFORMATION TO GROW Investment priorities
Self-service
Mobile
56.6% 2017 Planned

Industry challenges
VIEW ANALYSIS 26.4%
is the key need for
(60% of IT spend) 13.9%

CIOs realise the
increase in 2017 17.0%
26.1%
Run the business

2016 Actual
60.0% Grow the business
Transform the business
% split of IT spend in 2016 and expectations for 2017

AIRLINE CATEGORIES
INCREASING FOCUS ON SOFTWARE AND DEVICES Investment priorities
Self-service
Mobile
Industry challenges
VIEW ANALYSIS
Devices Devices
is the key need for
(60% of IT spend)
Data center
systems
9.7% Data center 10.5%
systems
There are signs that IT services IT services
32.9% 30.6%
CIOs realise the
capability for IT to 16.5% 16.6%
and share of IT spend ACTUAL PLANNED
on this area is set to 2016 2017
increase in 2017
17.3% 17.4%
Communication Communication
services 23.6% services 24.9%
Software
Software
% split of IT spend on IT requirements

AIRLINE CATEGORIES
INTERNAL IT DEPARTMENT INFLUENCE TO DECLINE? Investment priorities
SPEND GROWS ON EXTERNAL RESOURCES Self-service
Mobile
Industry challenges
VIEW ANALYSIS

is the key need for
21.3% 23.1% 25.1%
(60% of IT spend)
There are signs that 35.3% 34.2% 29.7%
CIOs realise the
increase in 2017 43.4% 42.7% 45.2%
External contractors
Internal IT department
Actual Actual Planned
2015 2016 2017 Outsourced services
% split of IT spend on IT resources

AIRLINE | INVESTMENT PRIORITIES IT spend
AIRLINE CATEGORIES
INVESTMENT PRIORITIES HEADLINES Investment priorities
Self-service
Mobile
Industry challenges
CYBER GROWING
SECURITY INVESTMENT
ESTABLISHED TO TACKLE
AS A KEY DISRUPTION AND
INVESTMENT ITS EFFECTS
FOCUS
HALF OF AIRLINES CONNECTED

TO INVEST IN AIRCRAFT TO
ARTIFICIAL ENABLE NEW ERA
INTELLIGENCE OF ONBOARD
AND COGNITIVE SERVICES BY 2020
COMPUTING IN
NEXT THREE Hover over a headline
YEARS to reveal more, then
relevant data.

AIRLINE CATEGORIES
CYBERSECURITY ESTABLISHED AS A KEY INVESTMENT FOCUS Investment priorities
Self-service
Mobile
95% 95% 94%
91% 96% Industry challenges
VIEW ANALYSIS
87% 92%
84%
is the key need for
(60% of IT spend)
CIOs realise the
Cybersecurity initiatives Cloud services Applications for passenger mobile services
and share of IT spend 92% 91% 94%
increase in 2017 84% 91%
73%
Passenger services via social media Business Intelligence (BI) solutions
2017 2016 2015
% of airlines planning major programs/R&D in the next three years

AIRLINE CATEGORIES
GROWING INVESTMENT TO TACKLE DISRUPTION AND ITS EFFECTS Investment priorities
Self-service
Mobile
Industry challenges
VIEW ANALYSIS

is the key need for
82%
(60% of IT spend)
There are signs that 82% 80% 99%
2017 2017
CIOs realise the 2017 2017
increase in 2017
72% 78%
2016
72%
2016
82% 2016
2016
Self-service solutions for Disruption warning/prediction system Real-time information and Mass notification via social media
irregular operations notification via passenger’s mobile
% of airlines planning major programs/R&D % of airlines with implemented or planned

disruption management solutions

AIRLINE CATEGORIES
CONNECTED AIRCRAFT TO ENABLE NEW ERA OF ONBOARD Investment priorities
SERVICES BY 2020 Self-service
Mobile
Real-time wait time monitoring system 57% Industry challenges

VIEW ANALYSIS
Interactive wayfinding/navigation solutions 55%
Running the business At the airport Biometric identity management solutions 43%
is the key need for
(60% of IT spend) Wireless services for cabin crew/pilots 94%
CIOs realise the
Wireless in-flight services for passengers 91%
capability for IT to Automatic aircraft data management 78%
and share of IT spend Full satellite broadband connectivity to aircraft 69%
increase in 2017 On board
Wearable services for passengers 35%
Virtual reality services for passengers 29%
Expansion of ancillary services 76%

IATA’s New Distribution Capabilities (NDC) 73%
Solutions to improve personalization 68%
Commercial Mobile payment capabilities (e.g. eWallet apps) 56%
% of airlines planning major programs/R&D by 2020

AIRLINE CATEGORIES
HALF OF AIRLINES TO INVEST IN ARTIFICIAL INTELLIGENCE Investment priorities
AND COGNITIVE COMPUTING IN NEXT THREE YEARS Self-service
Mobile
Industry challenges
Top Five Emerging Technologies in 2017

VIEW ANALYSIS

is the key need for
(60% of IT spend)
CIOs realise the
AI
increase in 2017
67% 44%
61% 52% 50%
Internet of Things Software Defined Artificial Intelligence Cognitive computing Wearable technology
initiatives (e.g. sensors) Networking for staff
% of airlines planning major programs/R&D

AIRLINE | SELF-SERVICE IT spend
AIRLINE CATEGORIES
SELF-SERVICE HEADLINES Investment priorities
Self-service
Mobile
Industry challenges
SELF-SERVICE SELF-SERVICE
CHECK-IN TO OPTIONS
BE #1 METHOD BECOMING MORE
BY 2020? WIDESPREAD
ACROSS THE
JOURNEY

relevant data.

AIRLINE CATEGORIES
DESK CHECK-IN STILL HOLDING ITS OWN, Investment priorities
BUT SELF-SERVICE SET TO BE CLEAR #1 METHOD BY 2020 Self-service
Mobile
Industry challenges
VIEW ANALYSIS 50%
Agent/check-in desk 49% 48% 49%
is the key need for
IT spend for airlines 40%
(60% of IT spend)
CIOs realise the 30%
capability for IT to 28% App
26% Agent/check-in desk
on this area is set to Browser 23%
20% 21% Browser
increase in 2017 20%
19% 18% Kiosks
16%
15%15%
Kiosks 12% 12%
10%
App 9%
Other 7% 7% Other
4%
0% 2%
2015 2016 2017 2020 (Forecast)
% of passengers using check-in methods stated by airlines

AIRLINE CATEGORIES
SELF-SERVICE OPTIONS BECOMING MORE WIDESPREAD Investment priorities
ACROSS THE JOURNEY Self-service
Mobile
Industry challenges
VIEW ANALYSIS
Check-in Bag-drop
Running the business 100% 88%
is the key need for Web 100% Assisted 87%
IT spend for airlines 96% 78%
(60% of IT spend)
There are signs that 86% 80%
Mobile device
78% Unassisted 73%
CIOs realise the assistance from staff
76% 74%
on this area is set to Bag-tag Baggage tracking
Printing Real-time
59% 82%
at home info for staff
N/A 69%
95% 84%
Printing at airport Real-time info
86% 71%
for passengers
N/A 63%
2017 2016 2015
% of airlines with implemented or planned self-service initiatives

AIRLINE | MOBILE IT spend
AIRLINE CATEGORIES
MOBILE HEADLINES Investment priorities
Self-service
Mobile
Industry challenges
MOBILE GROWING
IMPORTANCE OF FOR AIRLINE
MOBILE AS A INTERACTIONS
SALES CHANNEL WITH PASSENGERS
INCREASING
MOBILE GROWING
COMMERCIAL FOR BAGGAGE
OPPORTUNITIES NOTIFICATIONS
FOR MOBILE ARE
TOP PRIORITY FOR TO PASSENGERS
DEVELOPMENT
relevant data.

AIRLINE CATEGORIES
IMPORTANCE OF MOBILE AS A SALES CHANNEL INCREASING Investment priorities
Self-service
Mobile
Industry challenges
VIEW ANALYSIS
Running the business 3.9% 8.4% 16.7%

is the key need for
48.1% 36.8%
by
(60% of IT spend) 29.3%
2016 2017 2020

CIOs realise the
capability for IT to 14.0%
on this area is set to 7.0%
increase in 2017 4.3%
48.0% 54.8% 54.0%
2016 2017 by 2020

% of total airline sales made via sales channel % of ancillary sales made via app
$ Airline direct web/ Partners/GDS/ Airline app

phone/ticket office travel agents

AIRLINE CATEGORIES
MOBILE SERVICES GROWING FOR AIRLINE Investment priorities
INTERACTIONS WITH PASSENGERS Self-service
Mobile
Industry challenges
VIEW ANALYSIS
10.10
00123
BARCELONA
Sales Notifications/updates
Running the business Flight 97% Notification about 98%
is the key need for discovery 86% flight status 93%
(60% of IT spend)
Promotion of 96% Real-time flight 92%
There are signs that airline offers 88% updates via N/A
social media
CIOs realise the
capability for IT to 50% Location based 78%
Sell Movies/TV
transform the business 34% notifications 70%
Sell Newspapers/ 37%
Check-In
increase in 2017 magazines 29%

Check-in
Check-in via 98%
mobile app 91%
2016 2017
% of airlines with implemented or planned passenger mobile services in the next three years

AIRLINE CATEGORIES
MOBILE SERVICES GROWING FOR BAGGAGE Investment priorities
NOTIFICATIONS TO PASSENGERS Self-service
Mobile
Industry challenges
VIEW ANALYSIS 08.30
23D
ROME
Boarding Customer service

Running the business Boarding passes 97% Customer 87%
is the key need for via app 91% relationship 75%
IT spend for airlines e.g. issues resolution
(60% of IT spend) BAG 78%
Self-service for
STATUS
There are signs that Baggage irregular operations 62%

CIOs realise the
capability for IT to Report missing 80%
AI driven 68%
transform the business baggage 67%
chatbot services N/A
on this area is set to Missing baggage 79%
increase in 2017 communication 72%
Send baggage 77%

location status 66%
updates
2016 2017
% of airlines with implemented or planned passenger mobile services in the next three years

AIRLINE CATEGORIES
COMMERCIAL OPPORTUNITIES FOR MOBILE Investment priorities
ARE TOP PRIORITY FOR DEVELOPMENT Self-service
Mobile
Industry challenges
VIEW ANALYSIS
Via bespoke
Running the business independent
is the key need for
42% developer 68%
(60% of IT spend) 58% 57%
Via developer within
large tech company 42% 50% 48%
CIOs realise the
transform the business 72% 30%
36%
on this area is set to Via ATI specialist In house
23%
increase in 2017 developer development
14%
Commercialization Streamlining Customer relationship Context/location-aware

(e.g. ancillary services into management services (e.g. sensor
SPECIAL
OFFER
revenue) one single app (e.g. service recovery) enabled alerts)

(e.g. seamless
experience)
% of airlines using methods to develop
passenger apps in 2017
% of airlines stating these as priority areas for app development High Priority Priority

AIRLINE | INDUSTRY CHALLENGES IT spend
AIRLINE CATEGORIES
TACKLING INDUSTRY CHALLENGES Investment priorities
Self-service
Mobile
Industry challenges
CYBERSECURITY PASSENGER IDENTITY MANAGEMENT BAGGAGE TRACKING

Airlines prepared to deal with any threats Single travel token/One identity using biometric IATA Resolution 753 by June 2018
25%
BY 2020
56%
PARTIALLY
35%
TODAY
35%
FULLY
% of airlines prepared % of airlines planning to % of airlines who will be

to deal with any cyber implement by 2020 fully/partially compliant
threats today with IATA Resolution 753
by June 2018
Look out for more SITA IT trends insights on these industry challenges over the next few months...

AIRPORT
IT TRENDS
Despite a decrease in 2016 IT spend,
airport CIOs are optimistic about the future
and a growing proportion plan investments in
cybersecurity, self-service and cloud services.
Based on a survey of leading airports, the
2017 Airport IT Trends Survey provides a
clear insight on airports’ IT strategic thinking
and developments.
© SITA 2017
AIRPORT IT TRENDS
Click to jump
to the relevant
section.
INVESTMENT SELF-SERVICE INDUSTRY

IT SPEND MOBILE
PRIORITIES CHALLENGES
© SITA 2017 VIEW AIRLINE INSIGHTS AIRPORT INSIGHTS

AIRPORT | IT SPEND IT spend
AIRPORT CATEGORIES
IT SPEND HEADLINES Investment priorities
Self-service
Mobile
Industry challenges
POSITIVE INTENT
IT SPEND HAS FOR IT SPEND
TO GROW IN IT SERVICES TO
SLOWED, BUT ACCOUNT FOR
EXPECTED TO SHORT TERM
ALMOST 1/3 OF
GROW IN 2017 IT SPEND IN 2017
BUSINESS OPTIMISM TO
TRANSFORMATION INCREASE IT
TO GET LARGER SPEND ON
SHARE OF IT EXPANSION
SPEND AND NEW
PROJECTS Hover over a headline
relevant data.

AIRPORT CATEGORIES
IT SPEND HAS SLOWED, BUT EXPECTED TO GROW IN 2017 Investment priorities
Self-service
Mobile
10
US$BN Industry challenges
VIEW ANALYSIS
8.43
is the key need for 7.80 7.83 8
US$BN
IT spend for airlines 6% 7.00
(60% of IT spend)
5.82%
CIOs realise the
5% 5.21% 6
5.05% US$BN
transform the business 4.42%
and share of IT spend 4%
3.07% 2.71%
increase in 2017 4
3% 2.91% US$BN
2.41%
2.75% Estimated value
2% of IT spend
2.30% 2.01% 2
2.34%
US$BN Total IT spend
1% Operating IT spend
Capital IT spend
2014 (Actual) 2015 (Actual) 2016 (Actual) 2017 (Planned)

AIRPORT CATEGORIES
POSITIVE INTENT FOR IT SPEND TO GROW IN SHORT TERM Investment priorities
Self-service
Mobile
Industry challenges
VIEW ANALYSIS
71% 69%
is the key need for
(60% of IT spend)
CIOs realise the
2017 2018
10% 12%
Expected change in IT spend versus previous year

AIRPORT CATEGORIES
BUSINESS TRANSFORMATION TO GET LARGER SHARE OF IT SPEND Investment priorities
Self-service
Mobile
Industry challenges
VIEW ANALYSIS

is the key need for
62.8%
60.6%
(60% of IT spend)
There are signs that 24% 23.8%
CIOs realise the 15.6%
on this area is set to 13.2%
increase in 2017
2016 Actual 2017 Planned
% split of IT spend in 2016 and expectations for 2017

AIRPORT CATEGORIES
IT SERVICES TO ACCOUNT FOR ALMOST 1/3 OF IT SPEND IN 2017 Investment priorities
Self-service
Mobile
Industry challenges
VIEW ANALYSIS
Communication Communication
Running the business services services
is the key need for
12.3%
(60% of IT spend) Data center
systems
12.4% Data center
There are signs that systems
IT services IT services
CIOs realise the
29.7% 30.9%
capability for IT to 13.6% 13.0%
and share of IT spend ACTUAL PLANNED
increase in 2017
2016 2017
20.6% 20.6%
Devices 23.7% Devices 23.2%
Software Software
% split of IT spend on IT requirements

AIRPORT CATEGORIES
OPTIMISM TO INCREASE IT SPEND ON EXPANSION Investment priorities
AND NEW PROJECTS Self-service
Mobile
Industry challenges
VIEW ANALYSIS

is the key need for
(60% of IT spend) 65% 74%
CIOs realise the
increase in 2017
32% 28% 21%
7% 7% 5%
Ongoing operations Replacement or New IT pilots
and maintenance expansion of capacity and projects
Expected change in 2017 IT spend versus 2016

AIRPORT | INVESTMENT PRIORITIES IT spend
AIRPORT CATEGORIES
INVESTMENT PRIORITIES HEADLINES Investment priorities
Self-service
Mobile
Industry challenges
BEACONS,
ALMOST ALL SENSORS AND
AIRPORTS WAYFINDING
TO INVEST IN BECOMING
CYBERSECURITY INVESTMENT
INITIATIVES PRIORITIES
BIG LEAP IN R&D
SUSTAINED FOCUS ON
BIOMETRIC IDENTITY
INVESTMENT IN MANAGEMENT
KEY AIRPORT AND ARTIFICIAL
INTELLIGENCE
OPERATIONS
INITIATIVES Hover over a headline
relevant data.

AIRPORT CATEGORIES
ALMOST ALL AIRPORTS TO INVEST IN CYBERSECURITY INITIATIVES Investment priorities
Self-service
Mobile
96%
89% 93% Industry challenges
VIEW ANALYSIS
85%
86%
Running the business 81%
78%
is the key need for 10.10
00123

BARCELONA
(60% of IT spend)
CIOs realise the
capability for IT to Cybersecurity initiatives Self-service processes Cloud services
91% 90%
82%
80%
Business Intelligence (BI) solutions Applications for passenger mobile services
2017 2016 2015

% of airports planning major programs/R&D in the next three years

AIRPORT CATEGORIES
SUSTAINED INVESTMENT IN KEY AIRPORT OPERATIONS INITIATIVES Investment priorities
Self-service
Mobile
2017 82% 78% 76% 75% 74% Industry challenges

VIEW ANALYSIS

is the key need for
(60% of IT spend) 2016 N/A 78% N/A 75% 64%
CIOs realise the
and share of IT spend 2015 N/A 83% N/A 77% 76%
increase in 2017
Staff services Real-time wait Tracking of Passenger

Common-use via smartphone time monitoring airport service services via
infrastructure or tablet system quality KPIs social media
% airports investing resources in major programs/R&D in the next three years

AIRPORT CATEGORIES
BEACONS, SENSORS AND WAYFINDING Investment priorities
BECOMING INVESTMENT PRIORITIES Self-service
Mobile
Industry challenges
Internet of Things initiatives
(e.g. beacons/sensors) 80%
VIEW ANALYSIS
Data centers 70%
is the key need for Application performance management 58%
IT spend for airlines IT Services
(60% of IT spend)
Software Defined Networking (SDN) 49%
CIOs realise the Interactive navigation/wayfinding solutions 74%
Digital tags (e.g. baggage, asset management) 55%
and share of IT spend Near Field Communications
(NFC)(e.g. check points, payments)
48%
increase in 2017 Technologies Radio-frequency identification (RFID) tracking 45%
Solutions to improve personalization 68%

Mobile payment capabilities (e.g. eWallet apps) 56%
Expansion of ancillary services 51%
Commercial
% airports investing resources in major programs/R&D in by 2020

AIRPORT CATEGORIES
BIG LEAP IN R&D FOCUS ON BIOMETRIC IDENTITY Investment priorities
MANAGEMENT AND ARTIFICIAL INTELLIGENCE Self-service
Mobile
Industry challenges
VIEW ANALYSIS
Context and location
aware applications
77% Wearables for staff
(smartwatch /
39%
for passengers
74% smartglasses)
42%
is the key need for
58%
Single biometric
IT spend for airlines travel token for Wearable-enabled 38%
36%
identity
36%
services for
(60% of IT spend) management passengers
AI
CIOs realise the
Artificial
Intelligence 45% Cognitive 38%
24% computing
30%
increase in 2017 Inanimate assistant
(hologram, mobile,
44% Virtual reality
services for
36%
robot)
33% SPECIAL
OFFER
passengers 30%
41% Virtual reality 27%

29% 29%
Drones services for staff
2017 2016
% airports planning to trial/R&D in next five years

AIRPORT | SELF-SERVICE IT spend
AIRPORT CATEGORIES
SELF-SERVICE HEADLINES Investment priorities
Self-service
Mobile
Industry challenges
PRE-AIRPORT BAG-TAG PRINTING

SELF-SERVICE AND BAG-DROP
OPTIONS TAKING LEAD THE GROWTH
HOLD AND SET IN SELF-SERVICE
TO GROW

relevant data.

AIRPORT CATEGORIES
PRE-AIRPORT SELF-SERVICE OPTIONS Investment priorities
TAKING HOLD AND SET TO GROW Self-service
Mobile
Industry challenges
VIEW ANALYSIS

is the key need for
34% 22% 30%

(60% of IT spend)
14%
CHECK IN
There are signs that by 2020 by 2020 by 2020
CIOs realise the
by 2020
on this area is set to HOTEL
increase in 2017
31% 20% 39%
implemented
13%
implemented implemented implemented
45% 54% 61% 43%

total implemented/planned total implemented/planned total implemented/planned total implemented/planned
Check-in via off airport kiosks Self bag-tag via kiosk Bag-drop (assisted) Bag-drop (unassisted)
% of airports implemented/planning pre-airport self-service processes (e.g. at hotels/intermodal transport locations) by 2020

AIRPORT CATEGORIES
BAG-TAG PRINTING & BAG-DROP LEAD Investment priorities
THE GROWTH IN SELF-SERVICE Self-service
Mobile
Industry challenges
VIEW ANALYSIS
Check-in Bag-tag
85% 55%
Running the business Check-in via kiosk 91% Bag-tag printing at kiosk 51%
is the key need for 91% 42%
(60% of IT spend)
There are signs that Commercial Bag-drop
CIOs realise the Sales transactions at a 6% Digital entertainment 10% 59%
capability for IT to kiosk (e.g. ground 4% downloadable from 4% Bag-drop (assisted) 61%
transport, lounge access) 6% kiosks/hot-spots N/A 48%
and share of IT spend 28%
on this area is set to Bag-drop (unassisted) 26%
increase in 2017 18%
Boarding BAG
21%
STATUS
Biometric boarding 5%
Self-boarding (assisted) 19% gates (unassisted) N/A Baggage tracking
15% N/A 13%
Self-service lost bag
registration (bag recovery) 6%
9%
Transfer
9%
Flight transfer
via kiosk 9%
9% 2017 2016 2015
% of airports implemented self-service initiatives

AIRPORT | MOBILE IT spend
AIRPORT CATEGORIES
MOBILE HEADLINES Investment priorities
Self-service
Mobile
Industry challenges
GROWING THE
MAJORITY OF COMMERCIAL
AIRPORTS TO POTENTIAL OF
LAUNCH MOBILE IS THE
LOCATION-BASED
PROMOTIONS VIA MAIN FOCUS
MOBILE BY 2020
INCREASING
INFLUENCE OF MOBILE
MOBILE FOR INCREASINGLY
SALES AND USED FOR
PASSENGER PASSENGER
NOTIFICATIONS RELATIONSHIP/
FEEDBACK
relevant data.

AIRPORT CATEGORIES
81+12
MAJORITY OF AIRPORTS TO LAUNCH LOCATION-BASED Investment priorities
PROMOTIONS VIA MOBILE BY 2020 Self-service
Mobile
Industry challenges
18% 55% 73%
VIEW ANALYSIS 66%
19% 47%
8% 48% 56%
is the key need for 16% 34% 50%
(60% of IT spend)
CIOs realise the Implemented By 2020 Total implemented
capability for IT to /planned
increase in 2017
% of airports implemented/planning mobile ‘connected’ services leveraging beacons/sensors
SPECIAL
OFFER
Food and Duty free adverts Virtual concierge (e.g. shopping Car rental
beverage offers and offers delivered to gate or lounges)

AIRPORT CATEGORIES
INCREASING INFLUENCE OF MOBILE FOR SALES Investment priorities
AND PASSENGER NOTIFICATIONS Self-service
Mobile
Industry challenges
VIEW ANALYSIS

is the key need for 10.10
00123
BARCELONA

(60% of IT spend) Sales Notifications/updates
Retail promotions 81% Navigation/ 85%
There are signs that (e.g. special
84% wayfinding within
78%
CIOs realise the offers, coupons) the airport
transform the business Purchase of 82% Notification about 84%
and share of IT spend airport services, flight status
79% (e.g. check-in, 86%
such as car park,
on this area is set to lounge access boarding, disruption)
increase in 2017
Cashless 77% Notifications about 82%
payments 68% airport status
79%
(e.g. security wait
times, local traffic)
2016 2017
% of airports with implemented or planned passenger mobile services in the next three years

AIRPORT CATEGORIES
MOBILE INCREASINGLY USED FOR PASSENGER Investment priorities
RELATIONSHIP/FEEDBACK Self-service
Mobile
Industry challenges
VIEW ANALYSIS

is the key need for Customer service
IT spend for airlines Personalized 68% Access to lounge, 66%
(60% of IT spend) information service transit, or other
for passengers 71% secure area 57%
There are signs that (e.g. opt-in &
CIOs realise the loyalty programs)
capability for IT to Customer 82%
transform the business relationship AI driven chatbot 42%
and share of IT spend management 80% services
N/A
(e.g. complaints, (e.g. notifications,
on this area is set to airport guides)
compliments)
increase in 2017
Passenger surveys 76%
and focus groups 78%
2016 2017
% of airports with implemented or planned passenger mobile services in the next three years

AIRPORT CATEGORIES
AIRPORTS PLAN WIDE RANGE OF Investment priorities
APP DEVELOPMENTS Self-service
Mobile
Industry challenges
VIEW ANALYSIS

is the key need for
Via developer within
large tech company 50%
Via bespoke
(60% of IT spend) independent
developer 42% 44% 43% 43% 43%
There are signs that 40%
CIOs realise the 36%
46% 25%
on this area is set to Via ATI specialist In-house
increase in 2017 developer 33% development
Commercialization Customer relationship Streamlining Context/location-aware

(e.g. ancillary management services into services (e.g. sensor
SPECIAL
OFFER
revenue) (e.g. service recovery) one single app enabled alerts)

(e.g. seamless
experience)
% of airports using methods to develop passenger apps % of airports stating these as priority areas for app development High Priority Priority

AIRPORT | INDUSTRY CHALLENGES IT spend
AIRPORT CATEGORIES
TACKLING INDUSTRY CHALLENGES Investment priorities
Self-service
Mobile
Industry challenges
CYBERSECURITY PASSENGER IDENTITY MANAGEMENT BAGGAGE TRACKING

Airports prepared to deal with any threats Airports planning secure single token Airports funding Resolution
753 implementation
29%
BY 2020 59%
30%
TODAY
% of airports prepared to deal % of airports planning to implement by 2020 % of airports currently funding
with any cyber threats today (or planning to fund) investments to
support Resolution 753 implementation
Look out for more SITA IT trends insights on these industry challenges over the next few months...

METHODOLOGY
SURVEY WEIGHTING SURVEY WEIGHTING

SITA’s Airline IT Trends Survey is well A weighting system is applied, based on The 14th annual Airport IT Trends Survey A weighting system is applied, based
established as the global benchmarking annual passenger traffic statistics, to ensure continues to be the most extensive study of on ACI annual passenger traffic statistics,
survey for the airline industry. that the results are a representative sample IT trends within the global airport industry. to ensure that the results are a representative
in relation to global passenger traffic and to sample in relation to global passenger traffic
The survey was first produced in 1999, and compensate for annual fluctuations in the The study took place in the second quarter and to compensate for annual fluctuations in
was designed to offer all air transport industry respondent group. of 2017 and focused on senior IT executives the respondent group. Backward comparison
stakeholders the latest facts, figures and at the world’s airports. with results published pre-2013 is not advised
trends related to technology adoption and Backward comparison with results published as these surveys used a different
spending. Comparisons to previous surveys pre-2013 is not advised as these surveys used This year survey results came from
weighting methodology.
are made where appropriate, although the a different weighting methodology. 113 respondents who collectively represent
respondent sample may vary between years. the view of 229 airports. The airports
participating in this year’s research RESEARCH
During spring this year questionnaires were
RESEARCH represent 41% of the global traffic Independent market research agency
sent to senior IT executives in each of the Independent market research agency Circle (source: ACI passenger traffic data) or Circle Research was commissioned to
top 200 passenger carriers, including low Research was commissioned to undertake 2.99 billion passengers. undertake the research on behalf of ACI
cost operators, together with carriers the research on behalf of SITA. The research and SITA. The research was conducted in
representing important players in the regional was conducted in strict confidentiality and the strict confidentiality and the results are
and leisure sectors. results are presented in an aggregated form. presented in an aggregated form. All source
All source data remains confidential and the data remains confidential and the results of
The survey represents the views and insights results of individual returns are not disclosed individual returns are not disclosed to the
of carriers representing 41% of the global to the research stakeholders. research stakeholders.
passenger traffic, providing a clear insight into
IT strategic thinking and developments for
the industry.
© SITA 2017
SITA AT A GLANCE For further information,
Easy air travel every step of the way. please contact SITA by
Transforming air travel through technology for Airlines, at Airports, on Aircraft and at Borders. telephone or e-mail:
SITA’s vision is: ‘Easy air travel every step Created and owned 100% by air transport, With a customer service team of over Americas
of the way’. SITA is the community’s dedicated partner 2,000 people around the world, we +1 770 850 4500
Through information and communications for IT and communications, uniquely able invest significantly in achieving best-in- info.amer@sita.aero
technology, we help to make the end- to respond to community needs and issues. class customer service, providing 24/7
integrated local and global support for our Asia Pacific
to-end journey easier for passengers – We innovate and develop collaboratively
services. +65 6545 3711
from pre-travel, check-in and baggage with our air transport customers, industry
info.apac@sita.aero
processing, to boarding, border control and bodies and partners. Our portfolio and Our annual Air Transport and Passenger
inflight connectivity. strategic direction are driven by the IT Trends Surveys for airlines, airports and Europe
We work with about 400 air transport community, through the SITA Board and passengers are industry-renowned, as is +41 22 747 6000
industry members and 2,800 customers in Council, comprising air transport industry our Baggage Report. info.euro@sita.aero
over 200 countries and territories. Almost members the world over. In 2016, we had consolidated revenues of
every airline and airport in the world does We provide services over the world’s most US$ 1.5 billion. Middle East, India & Africa
business with SITA. extensive communications network. It’s +961 1 637300
For further information, please visit
the vital asset that keeps the global air info.meia@sita.aero
Our customers include airlines, airports, www.sita.aero
GDSs and governments. transport industry connected.
© SITA 2017
All trademarks acknowledged. Specifications subject to change without prior notice. This literature provides outline
Air Transport IT Trends Insights information only and (unless specifically agreed to the contrary by SITA in writing) is not part of any order or contract.

Sita It Trends 2017

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AIR TRANSPORT

EASY NAVIGATION CONTENT GUIDE QUICK SWITCH REVEAL ANALYSIS

GOT IT? GET STARTED

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

24.3 Industry challenges

2014 (Actual) 2015 (Actual) 2016 (Actual) 2017 (Planned)

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

BUT MORE CAUTIOUS FOR 2018 Self-service

Running the business

2017 2018 2017 2018

11% 12% 18%

Expected change in IT spend as % of revenue

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

56.6% 2017 Planned

There are signs that

Run the business

% split of IT spend in 2016 and expectations for 2017

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

% split of IT spend on IT requirements

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

SPEND GROWS ON EXTERNAL RESOURCES Self-service

Running the business

% split of IT spend on IT resources

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

HALF OF AIRLINES CONNECTED

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

Passenger services via social media Business Intelligence (BI) solutions

2017 2016 2015

% of airlines planning major programs/R&D in the next three years

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

Running the business

% of airlines planning major programs/R&D % of airlines with implemented or planned

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

SERVICES BY 2020 Self-service

Real-time wait time monitoring system 57% Industry challenges

Expansion of ancillary services 76%

% of airlines planning major programs/R&D by 2020

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

AND COGNITIVE COMPUTING IN NEXT THREE YEARS Self-service

Top Five Emerging Technologies in 2017

Running the business

% of airlines planning major programs/R&D

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

Hover over a headline

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

BUT SELF-SERVICE SET TO BE CLEAR #1 METHOD BY 2020 Self-service

2015 2016 2017 2020 (Forecast)

% of passengers using check-in methods stated by airlines

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

ACROSS THE JOURNEY Self-service

2017 2016 2015

% of airlines with implemented or planned self-service initiatives

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

Running the business 3.9% 8.4% 16.7%

2016 2017 2020

2016 2017 by 2020

$ Airline direct web/ Partners/GDS/ Airline app

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

INTERACTIONS WITH PASSENGERS Self-service

increase in 2017 magazines 29%

© SITA 2017 AIRLINE INSIGHTS VIEW AIRPORT INSIGHTS

NOTIFICATIONS TO PASSENGERS Self-service