For the last eight years, Airline Business and SITA have co-sponsored the Airline IT Trends Survey. During that time, it has evolved to keep pace with the rapidly changing technology landscape driving our industry forward, and in doing so, become an indispensable benchmarking tool for carriers.
This year close to 100 carriers took part, representing over two-thirds of industry
revenues. A similar number of carriers have taken part every year, demonstrating the on-going strength of the survey, and the importance carriers place on understanding how IT impacts their business.
More than ever, amid cost pressures that continue to batter the industry, this year’s survey emphasizes the crucial role that IT has in delivering airline strategies. Overall, that delivery is being achieved by doing more with less, as IT investment as a percentage of revenues continue to track slowly downwards.
The investment that carriers are making has seen new open systems technology widely implemented. As the legacy systems are replaced, the emphasis is on using IT to automate and simplify passenger services where self-service is the name of the game. Willing acceptance of this new model by customers is encouraging investment by airlines in areas such as kiosks and web check-in.
Underpinning the move to self-service is the ability of airlines to get passengers to book online. Online sales are at the 28% level globally, from both airline websites and via online portals. This online momentum seems unstoppable . . . continued
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