SITA：2022年旅客IT洞察报告（英文版）（15页）.pdf

1、 PASSENGERIT INSIGHTS2022As we emerge from the COVID-19 pandemic,passengers are showing pent-up demand for air travel and enthusiasm to further embrace the mobile and touchless technologies that will make the journey as convenient and seamless as possible.SITAs 2022 Passenger IT Insights research re

2、veals that passenger use of mobile devices increased for booking,on board the airplane,and for bag collection in Q1 2022 compared to Q1 2020,while automated gates saw increases in adoption for identity control,boarding,and border control.However,health verification,still largely manual,is a pain poi

3、nt that has slowed end-to-end automation.Our survey finds reduced technology adoption in the early stages of the journey(check-in,bag tag,and bag drop)in favor of manual processing.Uncertainty about health requirements and travel rules has likely led passengers to seek more staff interaction when st

4、arting the journey.Even so,it is clear that the more technology there is during travel,the happier passengers are.The research unveils that two journey stages have seen particularly significant increases in positive emotions since 2016:identity control(up 11%)and bag collection(up 9%).These are also

5、 the areas where technology adoption has risen the most,driven by mobile and automated gates,with half of passengers now also receiving real-time information at bag collection on time until delivery.Asked about comfort levels with biometric identification throughout the journey,passengers scored an

6、average of almost 7.3 out of 10(with 10 representing most comfortable),most likely reflecting their desire for ease of travel moving forward from the pandemic.Passengers surveyed intend to fly more from 2023 onwards than they did prior to the pandemic,expecting averages of 2.93 flights per passenger

7、 per year for business and 3.90 for leisure.When weighing up whether to fly or not,the main barriers are ticket prices,health risks,and geopolitical risks.But before flying,passengers also consider sustainability.The initiative they would most value seeing from airports and airlines is the use of ne

8、w IT to support sustainability,such as monitoring airport environmental performance to reduce emissions,and use of technologies to reduce fuel burn.Almost all passengers would pay on average 11%of their ticket price to offset carbon emissions from their flight.Asked if the air transport industry is

9、doing enough to become more sustainable,more than half of passengers either think not,or dont know.The key takeaway is that there is room for improvement in the communication of industry sustainability initiatives and actions.David Lavorel,CEO,SITA EXECUTIVE SUMMARY2|2022 Passenger IT Insights|SITA

10、2022TECHNOLOGY ADOPTIONPREDICTIONSEMOTIONSSUSTAINABILITYANALYSISTechnology adoption in 2022 reflects the pandemics effects on the passenger journeyRates of technology adoption have remained relatively stable at each journey stage since the survey was last conducted in Q1 2020.However,there is a slig

11、ht trend towards reduced technology usage in favor of manual interaction in the first half of the journey followed by increased technology adoption in the second half.Technology adoption at the check-in stage has decreased by 4%since Q1 2020,while the bag tag and bag drop stages have also seen decre

12、ases of 2 to 6%.Meanwhile,identity control,boarding,on board,border control,and bag collection have all seen increases in technology adoption of 3 to 5%from 2020.The overall lack of significant increase may be due to reduced travel during the COVID-19 pandemic,meaning passengers have not had the cha

13、nce to familiarize themselves with new technologies.At the same time,due to the uncertainty around travel rules imposed by the pandemic,some flyers may have felt the need for more staff interaction at the beginning of the journey to ensure they were doing things correctly,but felt comfortable relyin

14、g on technology in the second half.3|2022 Passenger IT Insights|SITA 2022PASSENGER TECHNOLOGY ADOPTION%of passengers using technology(mobile,kiosk,automated gates,web)in 202292%62%38%22%41%55%22%52%32%29%100%80%60%40%20%0%BookingCheck-inBag tagBag dropIdentitycontrolDwelltimeBoardingOn boardBorderco

15、ntrolBagcollectionTECHNOLOGY ADOPTIONPREDICTIONSEMOTIONSSUSTAINABILITYANALYSISPositive signs for continued growth of mobile and touchless technologiesAs in 2019 and Q1 2020,the vast majority of passengers use technology to book their trips,with a growing proportion of passengers opting for mobile ap

16、ps over web to do so(77%web and 8%mobile in 2019 shifting to 72%web and 20%mobile in 2022).While the distributions of technology used have remained similar for check-in,bag tag,bag drop,and dwell time,two technologies have seen slight growth across multiple stages,possibly reflecting the pandemic-in

17、duced push towards touchless technologies for safety and efficiency.Mobile adoption has increased by 4 to 5%for booking,on board,and bag collection;Usage of automated gates has increased by 3 to 4%for identity control,boarding,and border control.The lack of a boost in mobile adoption at check-in may

18、 be related to the complexities of meeting health documentation requirements leading to greater reliance on manual methods.4|2022 Passenger IT Insights|SITA 2022PASSENGER TECHNOLOGY USAGE PREFERENCES ALONG THE JOURNEYWebKioskse-GatesMobileAutomatice-tag20%100%BookingCheck-inBag tagBag dropIdentityco

19、ntrolDwelltimeBoardingOn boardBordercontrolBagcollection80%60%40%20%0%of passengers using technology in 202272%5%13%17%27%3%6%29%22%22%21%7%4%22%19%55%52%29%TECHNOLOGY ADOPTIONPREDICTIONSEMOTIONSSUSTAINABILITYANALYSISHealth verification remains largely manualAt the flight preparation stage,to unders

20、tand COVID-19 verification requirements,most passengers(60%)actively researched the information,consulting sources such as government or airport websites,with nearly one quarter also asking others.At the same time,significant numbers of passengers received information on COVID-19 requirements direct

21、ly from their airline,with 42%receiving this via email and 31%via the airlines mobile app.At the stage of submitting COVID-19 documentation,just over half of passengers did so by manually showing it to staff.There was still some technology adoption at this stage,with just over one-third of passenger

22、s submitting documentation via an airline app and smaller numbers submitting via a third-party app or self-service kiosk.The complexity of understanding ever-changing COVID-19 requirements is reflected in the high percentages of passengers who took multiple actions through various channels at each s

23、tep.Over half of passengers who received COVID-19 information from the airline also did their own research online,and just over a third of those who submitted documentation via an app before check-in also underwent manual verification.5|2022 Passenger IT Insights|SITA 2022TECHNOLOGY ADOPTION FOR HEA

24、LTH VERIFICATION0%42%23%31%5%1%60%Researched the information%of passengers selecting how they found information on COVID-19 testing and/or vaccination documentation requirements for their flight in 2022Received information from the airline via emailReceived information from the airline via airline m

25、obile appAsked a friend/colleagueI didnt look into what was requiredOther100%80%60%40%20%100%80%60%40%20%0%34%15%20%15%8%51%Showed to airport or airline staff for manual verification at check-in%of passengers selecting how they submitted their COVID-19 testing and/or vaccination documentation in 202

26、2Submitted via an airline app for verification prior to check-inSubmitted via a third-party app(e.g.VeriFLY,IATA Travel Pass)for verification prior to check-inThese were not required for my flightSubmitted to a self-service kiosk at check-inSubmitted to the destination governments declaration platfo

27、rmTECHNOLOGY ADOPTIONPREDICTIONSEMOTIONSSUSTAINABILITYANALYSISMobile usage and real-time information growing at bag collectionThe percentages of passengers who received information at bag collection via screen displays and public audio announcements have stayed the same since Q1 2020;however,a growi

28、ng proportion of passengers are receiving notifications via their mobile devices(up 5%from 2020).Regarding the types of information passengers received,57%were told belt numbers,and 50%were told time until deliverythe latter is up 8%from 2020,signaling a shift towards more real-time information bein

29、g made available to passengers.Looking to the average number of checked bags per passenger,after steadily rising from 2017 to 2020 to reach 1.49,the figure dropped back down to 1.28 in 2022,a 14%decrease from 2020.This may be related to changes in airline pricing models for checked bags,as well as t

30、he shift towards greater proportions of domestic over international travel during the recent recovery period.IATA data shows that April 2022 traffic stood at-43.4%of April 2019 international traffic levels,but a significantly higher-25.85%for domestic.11.Source:IATA,“Strong International Traffic Pro

31、pels Continuing Air Travel Recovery,”June 20226|2022 Passenger IT Insights|SITA 2022TECHNOLOGY ADOPTION AT BAGGAGE COLLECTIONNotification on mobile devicePublic audioannouncementScreen displays56%33%29%of passengers having obtained bag collection information in 2022Average number of checked bags per

32、 passenger by year0%20%40%60%1.0020151.221.151.081.21 1.38 1.491.282016201720182019202020221.051.101.151.201.251.301.351.451.401.501.551.60TECHNOLOGY ADOPTIONPREDICTIONSEMOTIONSSUSTAINABILITYANALYSISGreater technology adoption correlates with more positive emotions at key travel stepsPassengers appe

33、ar happier overall throughout the journey in 2022 than in 2016(the last time this metric was taken into account),with three particular pain points from 2016 seeing significant increases in positive emotions.The following all saw shifts in favor of more positive emotions:identity control(up 11%from 2

34、016),security(up 6%),and bag collection(up 9%).Of these stages,the two where emotions have seen the greatest positive shifts since 2016 are also among the stages that have seen the highest increase in technology adoption over the same period.In fact,in 2016,there was no technology adoption for eithe

35、r identity control or bag collection,whereas in 2022,41%of passengers are using kiosks and e-gates for identity control and 29%are receiving mobile notifications for bag collection.7|2022 Passenger IT Insights|SITA 2022EMOTIONAL EXTREMES ALONG THE JOURNEYEmotional extremes passengers experienced alo

36、ng the journey in 202291%73%88%90%86%87%74%90%91%90%86%84%9%27%12%10%14%13%26%10%9%10%14%16%of passengers with positive emotions%of passengers with negative emotions%of passengers feeling emotionsBookingCOVID-19 approvalCheck-inBag tagBag dropIdentity controlSecurityDwell timeBoardingOn boardBorder

37、controlBag collectionTECHNOLOGY ADOPTIONPREDICTIONSEMOTIONSSUSTAINABILITYANALYSISFor recent travelers,demand has rebounded to and even surpassed pre-pandemic levelsPassengers report intentions to fly slightly more from 2023 onwards than they did prior to the COVID-19 pandemic.This holds true for bot

38、h leisure and business travel,reflecting pent-up demand for travel following the period of disruption imposed by the pandemic.Passengers expect to take an average of 2.93 flights per year for business purposes from 2023 onwards,compared to the average of 2.73 flights per year taken before the pandem

39、ic.They in turn expect to take an average of 3.90 flights per year for leisure from 2023 onwards,up from 3.69 before the pandemic.Note:the sample for this survey considers only individuals who traveled in Q1 2022,therefore representing the sentiments of those who were willing to travel before the wi

40、der lifting of travel restrictions.8|2022 Passenger IT Insights|SITA 2022Average number of flights per year passengers took prior to the COVID-19 pandemicAverage number of flights per year passengers expect to take in 2023 and beyondBusinessLeisure2.732.933.693.90FREQUENCY OF FLYING PRE-PANDEMIC VS.

41、POST-PANDEMICTECHNOLOGY ADOPTIONPREDICTIONSEMOTIONSSUSTAINABILITYANALYSISCurrent geopolitical and economic factors strongly influence anticipated barriers to flyingThe top three barriers to flying in the future that passengers anticipate in 2022 appear to closely relate to current global geopolitica

42、l and economic factors.Ticket prices come out as the number one anticipated barrier,with close to half of passengers citing this as a concern.While ticket prices are always likely to be a barrier,this may be exacerbated by the current inflation and rising costs facing many countries.Concern over hea

43、lth risks,ranked as the second biggest barrier,is clearly linked to COVID-19,suggesting that concerns are likely to continue,even among those who have been willing to fly during the pandemic.Geopolitical risk comes third,with about one-third of passengers listing it as a top concern;this is likely r

44、elated to current crises such as the one in Ukraine,which may be creating further global uncertainties around the possibility and safety of travel on an ongoing basis.Indeed,the latter is ranked even higher(second,surpassing health risks)in Europe,the region most affected by the Ukraine conflict.On

45、the other hand,health risks outweigh both ticket prices and geopolitical risks for first place in Asia,the Middle East,and Africa,where COVID-19 restrictions remain in fuller force.9|2022 Passenger IT Insights|SITA 2022%of passengers selecting the main barrier(s)preventing them from flying in the fu

46、ture in 202250%45%40%35%30%25%20%15%10%5%0%46%43%35%25%23%21%18%17%7%Ticket pricesHealth risks(e.g.concern about contracting or spreading COVID-19)Geopolitical risk(e.g.territorial conflict,sanctions)Confusion over health documentation required to fly/concern over getting documentation wrong and bei

47、ng turned away at the airportUnavailability of certain destinationsConcern over environmental impact of flyingShift towards new types of travel(e.g.shorter distance or more domestic travel than before)Reduced need to travel with new technology services(e.g.video calling)None of these-Nothing will pr

48、event me flying in the futurePASSENGERS MAIN BARRIERS TO FLYING IN FUTURETECHNOLOGY ADOPTIONPREDICTIONSEMOTIONSSUSTAINABILITYANALYSISComfort levels with biometric identification vary along the journeyWhen scoring out of 10 how comfortable they would be with biometric identity checks at each stage of

49、 the journey,passengers appear relatively comfortable with the use of biometrics.Passengers ranked identity control,security,and boarding the highest,possibly because they already expect various checks to occur in these areas.Conversely,check-in,bag drop,and lounge access came out as the lowest rank

50、ed,perhaps because passengers do not see the value of biometric identification at these stages.10|2022 Passenger IT Insights|SITA 2022PASSENGER COMFORT LEVELS WITH BIOMETRIC IDENTIFICATION%of passengers ranking how comfortable they would be with the use of biometrics to identify them at each travel

51、step in 20226.907.007.107.207.307.407.507.60Check-in7.077.197.487.507.057.497.237.187.13Bag tagBag dropIdentityverificationSecurityLoungeaccessBoardingBordercontrolBagcollectionTECHNOLOGY ADOPTIONPREDICTIONSEMOTIONSSUSTAINABILITYANALYSISGrowing interest in IT to support sustainabilityPassengers have

52、 maintained from Q1 2020 the same top three sustainability initiatives they would value the most if undertaken by airports and airlines,with a strong interest in new IT solutions to support sustainability(valued by around half of passengers).On the airport front,this initiative has overtaken green a

53、irport infrastructure for first place(up 4%from 2020),suggesting all eyes are on the promises of technology to support concrete reductions to the environmental impacts of the industry.The continued sensitivity of passengers toward sustainable food options(47%),recycling,and water refilling stations

54、are key areas of attention for the industry.11|2022 Passenger IT Insights|SITA 2022TOP 3 SUSTAINABILITY INITIATIVES VALUED MOST BY PASSENGERS%of passengers ranking the 3 sustainability initiatives they would value most if undertaken by airports and airlines in 202249%52%47%37%45%42%Use of new techno

55、logy(e.g.tool thatmonitors data on airport environmentalperformance to reduce emissions)Use of new technology(e.g.flight pathoptimization to reduce fuel burn)More sustainable food offerings(reduced packaging,food waste)Recycling or wasteseparation on boardBuilding airport infrastructure(green space

56、exterior/interior,useof natural light,renewable energy)Water refilling stationsand free access TECHNOLOGY ADOPTIONPREDICTIONSEMOTIONSSUSTAINABILITYANALYSISAlmost all passengers are open to paying to offset carbon emissionsPassengers are generally willing to pay extra to offset the carbon emissions g

57、enerated by their flight.More than 9 out of 10 passengers stated they would be willing to pay to offset emissions.On average,passengers are willing to pay approximately 11%of their ticket price.This figure is only slightly higher for those who identified as“extremely concerned”about climate change(+

58、1.5%),suggesting either a cap on price sensitivity or a preference for other initiatives to limit environmental impacts among this group.However,even those who stated they were“not concerned at all”about climate change are willing to pay an average of 7%,which points to a general market expectation

59、of payment for offsetting.12|2022 Passenger IT Insights|SITA 2022Average percentage of ticket price passengers would be willing to pay extra to offset carbon emissions of their flight in 2022(leisure travel only)10.7%PASSENGER PRICE SENSITIVITY FOR CARBON OFFSETSTECHNOLOGY ADOPTIONPREDICTIONSEMOTION

60、SSUSTAINABILITYANALYSISPassengers value concrete and action-oriented sustainability informationRather than just the statistics about carbon emissions and sustainable programs,passengers are interested in concrete information about what is being done to curb environmental impacts.Well over half of pa

61、ssengers ranked“information on use of sustainable aviation fuels or other measures to reduce environmental impact of flights”as the most or second-most valuable piece of sustainability-related information airports or airlines could provide,followed by“information on uses and impacts of carbon offset

62、ting funds.”Passengers are still showing interest in“personal emissions generated from my flight,”which 29%ranked as the top piece of information they would value receiving.Room for improvement in communicating industry sustainability initiativesOpinions are divided on the air transport industrys ac

63、tions towards sustainability.While nearly half of passengers think the air transport industry is doing enough to become more sustainable,a slight majority either think the opposite or do not know.Thus there is room for improvement for industry stakeholders to communicate their sustainability initiat

64、ives,taking into account the initiatives and types of information passengers value.13|2022 Passenger IT Insights|SITA 2022QUESTION:In your opinion,is the air transport industry doing enough to become more sustainable?%of passengers responding in 2022YesNoDont know29%47%24%of passengers ranking type

65、of sustainability-related information as first or second most valuable in 202270%80%90%100%60%50%40%30%20%10%0%63%50%46%41%Information on use of sustainable aviation fuels or other measures to reduce environmental impact of flightsInformation on uses and impacts of carbon offsetting fundsPersonal em

66、issions generated from my flightSustainable programs and accreditations of the airline/airportPASSENGER PERCEPTIONS OF AIR TRANSPORT INDUSTRY SUSTAINABILITY COMMUNICATIONSMETHODOLOGYFieldwork for the 15th edition of the Passenger IT Insights was conducted globally in Q1 2022.The key findings are bas

67、ed on an online survey of 6448 respondents from 27 countries across the Americas,Asia,Europe,Middle East,and Africa.The number of 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

68、 represent over 85%of global passenger traffic.Survey respondents were selected based on having traveled at least once in the previous five months.The main countries included:Australia,Brazil,Canada,China,Egypt,France,Germany,India,Indonesia,Italy,Japan,Kenya,Mexico,Morocco,Nigeria,Republic of Korea

69、,Russia,Saudi Arabia,Singapore,South Africa,Spain,Turkey,UAE,UK,USA,Vietnam.PASSENGERIT INSIGHTS202214|2022 Passenger IT Insights|SITA 2022 All trademarks acknowledged.Specifications subject to change without prior notice.This literature provides outline information only and(unless specifically agre

70、ed to the contrary by SITA in writing)is not part of any order or contract.For further information,please contact 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

71、info.measita.aeroFollow us on www.sita.aeroSITA 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 an

72、d inflight connectivity.We work with over 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,airpor

73、ts,ground handlers,aircraft,air navigation 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

74、 between secure borders and seamless travel.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 pa

75、rtners.Our portfolio and strategic direction 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 indus

76、try connected in every corner of the globe and bridging 60%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 s

77、ervices.Our annual Air Transport and Passenger 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 through our UN recognized Planet+progra

78、m.In 2022,we committed to setting science-based emission reduction targets aligned 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.aero