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1、TECHNOLOGYPREDICTIONSEMOTIONSSUSTAINABILTYPRE-BOOKINGFUTURE TRAVEL1|2023 Passenger IT Insights|SITA 2023IT INSIGHTSPASSENGER2023TECHNOLOGYPREDICTIONSEMOTIONSSUSTAINABILTYPRE-BOOKINGFUTURE TRAVEL2|2023 Passenger IT Insights|SITA 2023EXECUTIVE SUMMARY2|2023 Passenger IT Insights|SITA 2023One of the go
2、od news stories of 2023 is that travel is back.Passenger numbers globally are close to 2019 levels and growing strongly.This year may well be a record year for travel in many parts of the world,while strong airfares have enabled airlines globally to get their balance sheets back into the black.SITAs
3、 2023 Passenger IT Insights reflects this optimism,with travelers highlighting in this years report that they plan to travel more often than before.However,this rebound has proven challenging for airports and airlines.As travelers flock to airports,the industry has struggled to manage the surge in t
4、raffic due to personnel shortages.This has led to increasing disruption,delays,and congestion.This has not gone unnoticed by passengers.Unsurprisingly,this year,they highlighted that flight delays and cancellations cause the most anxiety at the booking stage,followed by pricing and waiting times.Pas
5、sengers have shown that while they are willing to travel more frequently in 2023 and beyond,high ticket prices,health risks,and confusion over documentation remain top concerns and potential barriers to booking future travel.Interestingly,while sustainability is also a key part of the passenger deci
6、sion-making process,it may not influence their decision to travel more.Instead,passengers highlighted that they are looking to the industry to take concrete steps to reduce their emissions.Overall,travelers are telling the industry loud and clear:the more they are subjected to clunky and inefficient
7、 processes,the more likely they are to consider other options.They demand that the industry offer the same digital options they use in their daily lives to make travel easier.The survey showed that passengers were increasingly comfortable using technology and demanding new services during travel.The
8、 use of mobile devices has grown steadily over the years,and travelers rely more on mobile apps for booking and connectivity during dwell time and on board.We see that passengers behavior has changed for biometric identity verification being more accepted,especially for boarding,security,and identit
9、y verification.To improve the booking process,passengers suggest better flight options and automated checks before arriving at the airport,enabling them to arrive at the airport ready to fly.Most expect to book intermodal trips in the coming year,with growing interest in technology to streamline pro
10、cesses such as baggage handling across the entire journey door-to-door.As the industry looks to ramp up spending on technology,they can rest assured that passengers will welcome automated,self-service options in the airport.It will also help airlines and airports grow without sacrificing the passeng
11、er experience.David Lavorel,CEO,SITA TECHNOLOGYPREDICTIONSEMOTIONSSUSTAINABILTYPRE-BOOKINGFUTURE TRAVEL3|2023 Passenger IT Insights|SITA 2023PASSENGER TECHNOLOGY ADOPTIONSTEADY TECHNOLOGY ADOPTION IN 2023,WITH INCREMENTAL GROWTH AT KEY STAGESRates of technology adoption are on the rise at each stage
12、 of the journey,from check-in through to bag collection.The greatest adoption of technology comes at the booking stage,as observed over several years,with almost all passengers using online booking channels.The two areas having seen the biggest increases in technology adoption this year have been dw
13、ell time(+7%)and check-in(+6%).Other areas seeing smaller increases include:on board(+5%),bag tag(+4%),bag drop(+4%)and bag collection(+3%).The adoption of technology is creating a noticeable disparity between passenger preferences at different stages of travel.While check-in and dwell time have see
14、n passengers embrace technology,other areas like baggage handling and border control lag behind in the availability of technology and passenger comfort levels with its use.A significant trend to monitor is whether this gap will widen further,with check-in and dwell time becoming universally tech-dri
15、ven,similar to booking.Additionally,it will be interesting to observe whether areas such as baggage management,identity control,and boarding will be more widely digitalized.By prioritizing the digitalization of less technologically advanced stages,airports and airlines can enhance overall journey ef
16、ficiency for a larger passenger base.68%42%26%39%62%20%57%24%32%92%90%80%70%60%50%40%30%20%10%0%BOOKINGCHECK-INBAG TAGBAG DROPIDENTITY CONTROL%OF PASSENGERS USING TECHNOLOGY(MOBILE,KIOSK,AUTOMATED GATES,WEB)IN 2023DWELL TIMEBOARDINGON BOARDBORDER CONTROLBAG COLLECTIONTECHNOLOGYPREDICTIONSEMOTIONSSUS
17、TAINABILTYPRE-BOOKINGFUTURE TRAVEL4|2023 Passenger IT Insights|SITA 2023PASSENGER TECHNOLOGY USAGE ALONG THE JOURNEYPASSENGERS INCREASINGLY USING MOBILE TECHNOLOGIES As weve seen in recent years,the majority of passengers use technology to book their trips,with this year seeing an uptick in mobile u
18、sage and a slight decline in web booking.Passengers increasingly favor mobile apps over the web:77%web usage and 8%mobile in 2019 has shifted to 70%web and 22%mobile in 2023.Comparing this year to last,mobile technology adoption has seen significant increases at:Dwell time:7%increase in Wi-Fi usage
19、within the airport.On board:5%increase in use of Wi-Fi and mobile connectivity while on board.Mobile adoption has also increased incrementally at the booking stage(+2%),check-in(+3%),and bag collection(+3%).There is a clear appetite for the use of mobile technologies throughout the passenger journey
20、.However,when it comes to use of e-gates,uptake has not increased since 2022,meaning this is likely an area where airports need to focus their efforts and investment in order to promote the value to travelers.BOOKINGE-TAGAUTOMATICMOBILEE-GATESKIOSKSWEBCHECK-INBAG TAGBAG DROPIDENTITY CONTROL%OF PASSE
21、NGERS USING TECHNOLOGY IN 2023DWELL TIMEBOARDINGON BOARDBORDER CONTROLBAG COLLECTION29%17%16%7%26%17%22%62%20%57%32%70%22%14%4%6%29%5%8%TECHNOLOGYPREDICTIONSEMOTIONSSUSTAINABILTYPRE-BOOKINGFUTURE TRAVEL5|2023 Passenger IT Insights|SITA 2023PASSENGERS VALUE THE USE OF MOBILE AT BAG COLLECTIONLooking
22、at how passengers receive information at bag collection,the adoption of real-time screens for bag collection information experienced a significant increase(+7%)from 2022 to 2023.Conversely,there has been a decline in the utilization of mobile device notifications,along with a decrease in reliance on
23、 public audio announcements(-8%).However,use of mobile devices at this stage has seen a steady long-term increase,with the percentage of passengers relying on mobile devices for bag collection information rising from just under a quarter(24%)in 2020 to almost a third(32%)today.When it comes to check
24、ed bags per passenger,after consistent growth since 2017,average numbers dipped in 2022.Although there has been a slight increase this year,the figures remain lower than those of 2019 and Q1 2020(pre-pandemic).This suggests that the changes implemented in airline pricing models for checked bags cont
25、inue to impact travelers decision-making processes.Nevertheless,over the long term,the number of passengers opting for checked bags remains higher than between 2015 and 2017.This signifies a clear and sustained preference for traveling with checked bags in recent years,compared with the demand seen
26、half a decade ago.SCREENS DISPLAYING REAL-TIME DETAILSMOBILE DEVICEPUBLIC AUDIO ANNOUNCEMENT%OF PASSENGERS HAVING RECEIVED BAG INFORMATION IN 2023AVERAGE NUMBER OF CHECKED BAGS CARRIED PER PASSENGER BY YEARTECHNOLOGY ADOPTION AT BAG COLLECTION1.61.51.41.31.21.0020202220231.221.
27、151.081.211.381.491.281.3363%32%25%TECHNOLOGYPREDICTIONSEMOTIONS6|2023 Passenger IT Insights|SITA 2023SUSTAINABILTYPRE-BOOKINGFUTURE TRAVELEMOTIONAL EXTREMES ALONG THE JOURNEYPOSITIVE MINDSET REMAINS HIGH FOR PASSENGERSOverall,passengers continue to report overwhelmingly positive emotions throughout
28、 the journey with most travel stages yielding positive experiences for 80%of passengers or more.However,it is worth noting that there have been slight declines since 2022,with approximately 4-6%more passengers reporting negative emotions during key stages such as check-in,bag drop and collection,sec
29、urity,and border control.The increase in negative emotions across these key stages can be attributed to the disruptions the air transport industry has faced in the past year,with the resurgence of travel and the resulting strains on resources and workforce.Interestingly,the segment of the journey fr
30、om security clearance to landing has not experienced any decrease in positive passenger experience.Only 1 in 10 passengers report negative emotions during dwell time,boarding,and on-board experiences,making it the most positively perceived section of the passenger journey.While there could be variou
31、s factors contributing to this outcome,it is worth noting that this particular section of the journey has witnessed a higher adoption of mobile technology.EMOTIONAL EXTREMES PASSENGERS EXPERIENCED ALONG THE JOURNEY IN 2023%OF PASSENGERS WITH POSITIVE EMOTIONS%OF PASSENGERS WITH NEGATIVE EMOTIONS%OF
32、PASSENGERS FEELING EMOTIONS18%14%16%15%19%15%11%10%10%18%22%31%82%86%85%84%81%85%69%89%82%78%PlanningBag collectionBorder controlOn boardBoardingDwell timeSecurityIdentity controlCheck-inBooking90%90%Bag tagBag dropTECHNOLOGYPREDICTIONSEMOTIONS7|2023 Passenger IT Insights|SITA 2023SUSTAINABILTYPRE-B
33、OOKINGFUTURE TRAVELFLIGHT FREQUENCY IN A TYPICAL YEAR(2019)VS 2023 ONWARDSPASSENGERS CONFIRM INTENTION TO FLY MORE IN 2023 AND BEYONDThe average number of flights passengers reported taking in a typical pre-pandemic year(2019)stands at 4.2,demonstrating an increase from 3.9 reported in 2022.This dis
34、tribution includes approximately one-third(36%)of passengers taking only one or two flights,while a smaller proportion (6%)embark on 10 or more flights.Looking ahead,it is projected that this average will rise to 4.7 from 2023 onwards,indicating growing passenger willingness to travel.Additionally,t
35、he proportion of individuals opting for more than 10 flights per year is expected to nearly double,reaching 10%of the total passenger base.This trend reflects a positive outlook for the sustained growth of air travel post-pandemic.A TYPICAL YEARNUMBER OF FLIGHTSLOOKING TO 2023 AND BEYOND11%25%14%20%
36、16%6%123456-108%21%13%20%8%19%10%7%AVERAGE NUMBER OF FLIGHTSMORE THAN 1045TECHNOLOGYPREDICTIONSEMOTIONS8|2023 Passenger IT Insights|SITA 2023SUSTAINABILTYPRE-BOOKINGFUTURE TRAVELPASSENGERS MAIN BARRIERS TO FLYING IN THE FUTURETICKET PRICES ARE THE MAIN BARRIER PREVENTING PASSENGERS FROM FLYING IN TH
37、E FUTUREWhen considering future travel,passengers are primarily focused on costs,with 51%identifying ticket prices as the main barrier to booking.This cost-related challenge surpasses most other obstacles by double or more.While cost will always be an important factor for passengers,the high inflati
38、on and economic strain facing most countries currently islikely exacerbating this trend.Notably,health and safety remains a significant concern among passengers,with over one third citing health risks as their main barrier to flying.Although lower than the 43%reported in 2022,this still holds consid
39、erable influence over travel decisions.Additionally,25%of passengers still perceive confusion regarding health documentation as a potential obstacle to flying.Even now after the lifting of travel restrictions globally,health risks and confusion over health documentation required to fly rank second a
40、nd third behind cost as passengers greatest barriers to flying in the future.This most likely reflects the repercussions of the frustrations experienced travelling when restrictions were in fuller force.One noteworthy shift this year is decreased concern over geopolitical risk.Despite the ongoing wa
41、r in Ukraine,there is less apprehension about this having widespread repercussions in other countries,resulting in fewer travelers considering it a reason to avoid travel.TICKET PRICESHEALTH RISKSCONFUSION OVER HEALTH DOCUMENTATION REQUIRED TO FLY/CONCERN OVER GETTING DOCUMENTATION WRONG AND BEING T
42、URNED AWAYSHIFT TOWARD NEW TYPES OF TRAVEL(E.G.SHORTER DISTANCE OR MOREDOMESTIC TRAVEL THAN BEFORE)REDUCED NEED TO TRAVEL WITHNEW TECHNOLOGY SERVICES(E.G.VIDEO CALLING)0%5%10%15%20%25%30%35%40%45%50%55%GEOPOLITICAL RISKUNAVAILABILITY OF CERTAIN DESTINATIONSCONCERN OVER ENVIRONMENTAL IMPACT OF FLYING
43、51%36%25%24%23%19%18%17%OF PASSENGERS SELECTING THE MAIN BARRIER(S)PREVENTING THEM FROM FLYING IN THE FUTURE IN 2023TECHNOLOGYPREDICTIONSEMOTIONS9|2023 Passenger IT Insights|SITA 2023SUSTAINABILTYPRE-BOOKINGFUTURE TRAVELPASSENGER COMFORT LEVELS WITH BIOMETRIC IDENTIFICATIONGROWING ACCEPTANCE OF THE
44、USE OF BIOMETRICS ACROSS THE PASSENGER JOURNEY When passengers score out of 10 how comfortable they feel with biometric checks,boarding(7.59),security(7.57),and identify verification(7.42)show the highest average comfort levels.These are the same three areas where comfort was highest in 2022.There h
45、ave been small increases in comfort levels reported across the board with the average score increasing from 7.26 to 7.36,suggesting that biometrics are becoming a more widely accepted method of verification.Check-in,lounge access,and bag drop came out as the lowest ranked,most likely because passeng
46、ers dont expect identity verification to be needed at these stages,unlike at boarding,security,or passport control.CHECK-INBAG TAGBAG DROPLOUNGEACCESSBOARDINGIDENTITYVERIFICATIONBAGCOLLECTIONSECURITY%OF PASSENGERS RATING COMFORT LEVELS WITH THE USE OF BIOMETRICS TO IDENTIFY THEM AT EACH TRAVEL STEP
47、IN 20238.007.007.107.207.307.407.507.607.707.807.907.347.227.257.577.427.247.597.25TECHNOLOGYPREDICTIONSEMOTIONS10|2023 Passenger IT Insights|SITA 2023SUSTAINABILTYPRE-BOOKINGFUTURE TRAVELPASSENGER ANXIETY WHEN BOOKING TRAVEL IN 2023PASSENGER ANXIETIES WHEN BOOKING TRAVEL IN 2023Looking at what disr
48、uptions could influence passengers decisions to travel in the future,it comes as no surprise that flight delays and cancellations stand out as the primary source of passenger anxiety during the booking process.A third of passengers express concern about delays and cancellations.Following closely beh
49、ind,pricing emerges as a prominent factor causing anxiety for around 18%of passengers at the booking stage.It is worth noting that this apprehension is lower among business travelers but higher for those opting for economy class.A similar proportion of passengers express concerns over lengthy waitin
50、g times and congestion at the airport.Conversely,9%of passengers claim that none of these factors generate anxiety when booking their flights.DELAYS AND CANCELLATIONSPRICING ISSUESLONG WAITING LINES ANDCONGESTION AT THE AIRPORTHAVING TO GO THROUGHHEALTH CHECKSBORDER ENTRY PROCEDURESNOT HAVING GOODRO
51、UTE OPTIONSMISHANDLED BAGGAGE%OF PASSENGERS RANKING WHAT MAKES THEM ANXIOUS WHEN CONSIDERING BOOKING A FLIGHT IN 20230%10%20%30%40%50%60%32%18%17%9%8%4%4%TECHNOLOGYPREDICTIONSEMOTIONS11|2023 Passenger IT Insights|SITA 2023SUSTAINABILTYPRE-BOOKINGFUTURE TRAVELPASSENGER EMOTIONS AND TRAVEL DISRUPTION
52、IN 2023PASSENGERS EMOTIONS AND TRAVEL DISRUPTIONS IN 2023The prevalence of anxiety surrounding delays and cancellations during the booking process becomes evident due to two key factors.Firstly,an overwhelming majority of flyers,approximately 56%,have encountered these issues on a regular basis.Seco
53、ndly,these disruptions significantly impede their overall travel experience,as confirmed by 42%of respondents.These statistics shed light on the magnitude of the problem and emphasize its adverse consequences.In parallel,nearly half of passengers also contend with prolonged queuing and congestion.Ho
54、wever,comparatively fewer individuals,only 19%,perceive these factors as having the greatest negative impact on their travel experience.This indicates that although long queues and congestion are frequently experienced,their influence on the overall journey is relatively less pronounced.Furthermore,
55、pricing issues emerge as a notable concern(experienced by 32%of passengers)followed closely by mishandled baggage at 27%and limited route options at 23%.These insights highlight the multifaceted landscape of passenger concerns in the travel pre-booking process.By understanding the frequency and impa
56、ct of different issues,the industry can take better action to address these pain points and enhance the overall satisfaction of their customers,helping reinstate their confidence to travel.DELAYS AND CANCELLATIONSPRICING ISSUESLONG WAITING LINES AND CONGESTION AT THE AIRPORTHAVING TO GO THROUGHHEALT
57、H CHECKSBORDER ENTRY PROCEDURESNOT HAVING GOODROUTE OPTIONSMISHANDLED BAGGAGE%OF PASSENGERS RANKING THEIR TRAVEL EXPERIENCE AND HOW IT IMPACTED THEM IN 20230%5%10%15%20%25%30%35%40%45%50%55%60%56%42%48%19%32%12%27%11%23%8%17%4%9%3%ISSUES EXPERIENCED IN 2023GREATEST NEGATIVE IMPACTTECHNOLOGYPREDICTIO
58、NSEMOTIONS12|2023 Passenger IT Insights|SITA 2023SUSTAINABILTYPRE-BOOKINGFUTURE TRAVELPASSENGER VIEWS ON IMPROVING THE BOOKING PROCESSPASSENGERS OPINIONS ON IMPROVING THE BOOKING PROCESS The factor most frequently cited by passengers as potentially enhancing the booking experience is the availabilit
59、y of better flight options,as indicated by 19%of respondents.However,a comparable proportion of flyers mention various other areas for improvement.Looking at improvements that primarily address functionality(rather than focusing on flight options or pricing),one factor stands out as having the poten
60、tial to significantly enhance the overall travel experience.“Automated checks before arriving at the airport to ensure documentation is sufficient”gains significant attention,with 18%of passengers suggesting this improvement.The implementation of such an enhancement would not only save passengers va
61、luable time at the airport but also alleviate potential anxiety on the day of their flight,thus streamlining the pre-flight process.Expediting boarding processes(selected by 15%of passengers)and increasing automation at the airport(chosen by 13%)also emerge as areas of interest.These findings drive
62、home the value travelers place on efficiency and promptness throughout their journey.By incorporating automated checks,optimizing boarding procedures,and leveraging greater automation at airports,businesses can address customer demands for improved speed and efficiency,ultimately enhancing the overa
63、ll travel experience.BETTER FLIGHT OPTIONSQUICKER BOARDING PROCESSESMORE AUTOMATED SYSTEMS AT AIRPORTS TO EASE FLOW OF PASSENGERSBETTER COMMUNICATION AROUND WAITING TIMES AND AIRPORT CONGESTIONMORE DETAILED TRACKING OF BAGS ANDUP TO DATE INFORMATION ON THEIR LOCATIONAUTOMATED CHECKS BEFORE THE AIRPO
64、RT ENSURING DOCUMENTS ARE SUFFICIENT TO PASS BORDER CHECKSFIXED PRICES FOR FLIGHTS AND SERVICES AFFILIATED WITH FLIGHT BOOKING%OF PASSENGERS RANKING IMPROVEMENTS TO THE TRAVEL BOOKING PROCESS THEY WOULD LIKE TO SEE IN 2023 0%5%10%15%20%19%18%17%8%15%13%10%TECHNOLOGYPREDICTIONSEMOTIONS13|2023 Passeng
65、er IT Insights|SITA 2023SUSTAINABILTYPRE-BOOKINGFUTURE TRAVELPASSENGERS TRENDS FOR INTERMODAL TRAVEL BOOKING THREE IN FOUR PASSENGERS EXPECT TO BOOK AT LEAST ONE INTERMODAL TRIP IN THE NEXT 12 MONTHS The survey data reveals that a significant majority of passengers are open to booking intermodal tri
66、ps in the coming year,with only 24%saying they are unlikely to do so.In fact,36%of respondents express their intent to book two or three intermodal trips within this timeframe.Improving the baggage handling experience for such journeys appears to be of particular interest for passengers,as only 12%e
67、xpress disinterest in such solutions.Equal proportions of 44%indicate their preference for having their baggage collected either from their home or hotel,as opposed to the first terminal they visit.These findings suggest that any proposed solution should aim to provide passengers with the flexibilit
68、y of choosing between these two options,if feasible.These insights highlight the market potential and passenger demand for intermodal travel.To capitalize on this opportunity,businesses should prioritize enhancing the baggage handling experience to meet passenger expectations.Enabling a seamless tra
69、vel experience by providing the option to collect baggage from both journey starting points and initial terminals would enhance customer satisfaction significantly.Clearly there is appetite for innovative technological solutions that cater to diverse passenger needs when travelling intermodally.4 OR
70、 MORE TIMES10%10%20%20%30%30%40%40%50%50%FROM MYHOME OR THEHOTEL IMSTAYING ATAT THEFIRSTTERMINALI VISITI WOULDNTBE INTERESTEDIN THIS AT ALL2-3TIMESONCENONE36%31%24%9%44%44%12%OF PASSENGERS RANKING BOOKING TRENDS FOR INTERMODAL TRAVEL AND BAGGAGE COLLECTION PREFERENCE IN 2023QUESTION:If an end-to-end
71、 baggage handling solution existed,where would you want it to be initially collected from?QUESTION:How often in the next 12 months do you expect to book any intermodal trips?TECHNOLOGYPREDICTIONSEMOTIONS14|2023 Passenger IT Insights|SITA 2023SUSTAINABILTYPRE-BOOKINGFUTURE TRAVELMOST USEFUL SMART SOL
72、UTIONS WHEN THINKING ABOUT INTERMODAL TRAVELBAG MANAGEMENT AND DISRUPTION CO-ORDINATION ARE TOP PASSENGER PRIORITIES FOR INTERMODAL SERVICES When asked about the smart solutions they consider most valuable during an intermodal journey,a notable 33%of passengers express the desire for a feature enabl
73、ing them to conveniently drop off their baggage at the journeys starting point and have it seamlessly delivered to the destination.Furthermore,31%of respondents indicate the importance of operators co-ordinating and managing disruptions throughout the journey.These gain more favor among passengers t
74、han other suggested solutions.The option of having the entire travel experience outlined within a single app(18%)and ensuring live communications at each step(18%)appear to be of lesser interest to passengers.Evidently,the appeal lies more in the prospect of having a specific aspect of the journey t
75、aken care of on their behalf,rather than solely relying on comprehensive and easily accessible journey information and updates.This preference sheds light on passengers desire for convenience and a seamless travel experience.The ability to entrust baggage handling to smart systems and have operators
76、 effectively handle and resolve disruptions aligns with the growing demand for automation and efficiency in the intermodal travel landscape.These insights indicate that IT-focused businesses should prioritize developing solutions for hassle-free baggage handling and effective disruption management.B
77、y leveraging technological advancements and intelligent systems,companies can cater to passengers needs,providing them with a smoother and more straightforward intermodal travel experience.BEING ABLE TO DROP YOUR BAGGAGE ATYOUR JOURNEY START POINT AND HAVEIT ARRIVE AT YOUR END DESTINATIONTRAVEL OPER
78、ATORS CO-ORDINATING WHEN DISRUPTIONS OCCUR AND MANAGING CHANGES FOR YOULIVE TRAVEL COMMUNICATIONS AT EVERY STEP OF THE JOURNEY,INCLUDING HOW EACH MODE OF TRANSPORT INTERACTS WITH THE OTHERSHAVING YOUR ENTIRE TRAVEL EXPERIENCE DETAILED WITHIN A SINGLE APP0%5%10%15%20%25%30%35%40%33%31%18%18%TECHNOLOG
79、YPREDICTIONSEMOTIONS15|2023 Passenger IT Insights|SITA 2023SUSTAINABILTYPRE-BOOKINGFUTURE TRAVELTOP 3 SUSTAINABILITY INITIATIVES VALUED MOST BY PASSENGERSSUSTAINABILITY INITIATIVES HAVE GROWN IN IMPORTANCE TO PASSENGERS IN 2023The top three sustainability initiatives preferred by passengers have rem
80、ained consistent since 2022.On the airport side,these include leveraging technology to enhance airport sustainability(62%),investing in additional infrastructure 53%),and providing water refilling stations and free access(48%).Notably,all three initiatives have gained stronger support from passenger
81、s compared to the previous year,with increases of 13%,8%,and 6%respectively.The demand for airports to prioritize sustainability,particularly through the use of technology,is evidently more pronounced than ever.Similarly,passengers express a keen interest in airlines adopting technology to enhance t
82、heir sustainability efforts.Just like airport sustainability initiatives,passengers strongly advocate for airlines to embrace technology,with 64%selecting this as the most valued initiative.This marks a significant rise from 52%in 2022.Additionally,passengers also emphasize the importance of educati
83、on alongside the increased use of technology.About half of respondents would like to see greater efforts from airlines to educate passengers on the environmental consequences of travel and the measures taken by the industry to mitigate environmental damage.USE OF NEW TECHNOLOGY(E.G.TOOL THAT MONITOR
84、S DATA ON AIRPORT ENVIRONMENTAL PERFORMANCE TO REDUCE EMISSIONS)USE OF NEW TECHNOLOGY(E.G.FLIGHT PATH OPTIMIZATION TOREDUCE FUEL BURN)EDUCATING PASSENGERS ON TRAVEL CLIMATE REPERCUSSIONS AND WHAT AIRPORTS ARE DOING TO REVERSE ENVIRONMENTAL DAMAGEUSING SUSTAINABLEAVIATION FUELBUILDING AIRPORT INFRAST
85、RUCTURE OFFERING WATER REFILLING STATIONS AND FREE ACCESS%OF PASSENGERS RANKING THE 3 SUSTAINABILITY INITIATIVES THEY WOULD VALUE MOST IF UNDERTAKEN BY AIRPORTS AND AIRLINES IN 202353%48%62%50%40%64%TECHNOLOGYPREDICTIONSEMOTIONS16|2023 Passenger IT Insights|SITA 2023SUSTAINABILTYPRE-BOOKINGFUTURE TR
86、AVELPASSENGER PERCEPTIONS OF AIR TRANSPORT INDUSTRY SUSTAINABILITY COMMUNICATIONSPASSENGERS ARE KEEN TO BE INFORMED ON SUSTAINABILITY AND BELIEVE THE INDUSTRY IS TAKING ACTION When asked what type of sustainability-related information they value most,nearly three in five passengers are interested in
87、 learning about the use of sustainable aviation fuels or other measures aimed at reducing the environmental impact of flights.Following closely behind,53%of passengers would like information about actions taken by the aviation industry to reverse environmental damage,while 52%seek knowledge regardin
88、g the climate repercussions of travel.This trend aligns with last years findings,indicating that passengers prioritize in-depth understanding of initiatives addressing carbon emissions over peripheral information such as sustainability accreditations or emissions statistics.Encouragingly,over half o
89、f passengers now believe that the air transport industry is making sufficient efforts to achieve sustainability goals,up 5%from last year.INFORMATION ON USE OF SUSTAINABLE AVIATION FUELS OR OTHER MEASURES TO REDUCE ENVIRONMENTAL IMPACT OF FLIGHTSINFORMATION ABOUT WHAT AVIATION IS DOING TO REVERSE EN
90、VIRONMENTAL DAMAGEINFORMATION ON TRAVEL CLIMATE REPERCUSSIONS AND REVERSING ENVIRONMENTAL DAMAGEPERSONAL EMISSIONS GENERATED FROM FLIGHTINFORMATION ON USES AND IMPACTS OF CARBON OFFSETTING FUNDSSUSTAINABLE PROGRAMS&ACCREDITATIONS OF THE AIRLINE/AIRPORT%OF PASSENGERS RANKING TYPE OF SUSTAINABILITY-RE
91、LATED INFORMATION AS FIRST OR SECOND MOST VALUABLE IN 2023%OF PASSENGERS RESPONDING IN 2023QUESTION:In your opinion,is the air transport industry doing enough to become more sustainable?YESNODONT KNOW24%23%59%53%52%49%44%44%0%10%20%30%40%50%60%53%TECHNOLOGYPREDICTIONSEMOTIONS17|2023 Passenger IT Ins
92、ights|SITA 2023SUSTAINABILTYPRE-BOOKINGFUTURE TRAVELFieldwork for the 16th edition of the Passenger IT Insights was conducted globally in Q1 2023.The key findings are based on an online survey of 6448 respondents from 27 countries across the Americas,Asia,Europe,Middle East,and Africa.The number of
93、respondents by country is relative to the amount of passenger traffic for each country,based on data from Airports Council International(ACI).Collectively,the respondents represent over 85%of global passenger traffic.Survey respondents were selected based on having traveled at least once in the prev
94、ious five months.The main countries included:Australia,Brazil,Canada,China,Egypt,France,Germany,India,Indonesia,Italy,Japan,Kenya,Mexico,Morocco,Nigeria,Republic of Korea,Saudi Arabia,Singapore,South Africa,Spain,Turkey,UAE,UK,USA,Vietnam.METHODOLOGY2023 PASSENGER IT INSIGHTSFollow us on www.sita.ae
95、roSITA AT A GLANCEEasy and safe travel every step of the way.Through information and communications technology,we help to make the end-to-end journey easier and safer for passengers from pre-travel,check-in and baggage processing,to boarding,border control and inflight connectivity.We work with over
96、 400 air transport industry members and 2,500 customers in over 200 countries and territories.Almost every airline and airport in the world does business with SITA,and nearly every passenger trip relies on SITA technology.Our customers include airlines,airports,ground handlers,aircraft,air navigatio
97、n service providers,and governments.Our solutions drive operational efficiencies at more than 1,000 airports,while delivering the promise of the connected aircraft to customers of 17,000 aircraft globally.We help more than 70 governments to strike the balance between secure borders and seamless trav
98、el.Created and owned 100%by air transport,SITA is the communitys dedicated partner for IT and communications,uniquely able to respond to community needs and issues.We innovate and develop collaboratively with our air transport customers,industry bodies and partners.Our portfolio and strategic direct
99、ion are driven by the community,through the SITA Board and Council,comprising air transport industry members the world over.We provide services over the worlds most extensive communications network.Its the vital asset that keeps the global air transport industry connected in every corner of the glob
100、e and bridges 45%of the air transport communitys data exchange.With a customer service team of over 1,700 people around the world,we invest significantly in achieving best-in-class customer service,providing 24/7 integrated local and global support for our services.Our annual Air Transport and Passe
101、nger IT Insights reports for airlines,airports and passengers are industry-renowned,as is our Baggage IT Insights report.We are a certified CarbonNeutral company,reducing greenhouse gas emissions for all our operations.In 2022,we committed to setting science-based emission reduction targets aligned
102、to the Science Based Target initiative Net-Zero Standard.We also develop solutions to help the aviation industry meet its carbon reduction objectives,including reduced fuel burn and greater operational efficiencies.For further information,please visit www.sita.aeroFor further information,please cont
103、act SITA by telephone or e-mail:Americas+1 770 850 4500 info.amersita.aeroAsia Pacific+65 6545 3711 info.apacsita.aeroEurope+41 22 747 6000 info.eurosita.aeroMiddle East&Africa+961 1 637300 info.measita.aero SITA 2023 All trademarks acknowledged.Specifications subject to change without prior notice.This literature provides outline information only and(unless specifically agreed to the contrary by SITA in writing)is not part of any order or contract.