airport-it-trends-survey-2016

2016AIR TRANSPORT INDUSTRY INSIGHTS

THE AIRPORT IT TRENDS SURVEY | © SITA 2016

FOREWORD

2

Baggage self-service check-in is catching up with passenger check-in and today more than half of airports worldwide can offer both, according to this year’s Airport IT Trends survey, co-sponsored by SITA and Airports Council International (ACI), in association with Airline Business.

It marks an important tipping point for the industry, given that around 82% of people check-in luggage when they fly and means that the convenience and speed of self-service check-in is increasingly a reality for every passenger, not just those with hand luggage.

It all adds to a strong investment picture at airports with total IT spending by airports this year heading over the US$9 billion mark for the first time.

Mobile investments also continue to attract a good portion of this money and there are strong indications that airports are actively looking to recoup this investment by evolving their apps beyond check-in and basic flight information towards revenue generating services.

However, offering unlimited free public Wi-Fi at the airport, which could encourage mobile app usage, is becoming less popular among airport operators. Many, particularly in North America and the Middle East, are moving to a time-limited free access model.

Today, 74% of airports provide unlimited free Wi-Fi to passengers, but this will drop to 54% within three years.

A troubling development in recent times has been the growing level of security attacks on airports in both the physical and virtual world. Not surprisingly, it has gone up the agenda of airport CIOs.

This year far more airports rated passenger and airport security a high priority compared to previous surveys, with the trend particularly noticeable at European airports.

Progress has also been made by airports to tackle cyber attacks in recent years. There is still a long way to go, but ACI is supporting these efforts with the launch of an IT Security Benchmarking tool.

This will become increasingly important as the Internet of Things starts to drive a surge in the number of endpoints connected to airport IT networks.

Once again the good level of responses from Chinese airports has allowed us to shine a spotlight on this fast developing travel market by including a dedicated section on China.

Finally, a big thank you to all the airport operators who contributed to this survey. We really appreciate your ongoing support.

Barbara Dalibard

CEO, SITA

Angela Gittens

Director General, ACI


CONTENTS

3

For more information go to:

www.sita.aero/surveys www.aci.aero

IT SPEND ON THE UP 4 Security moving up the agenda 4 Focus on passenger projects 5 New technologies 5

SELF-SERVICE REACHING MATURITY 6 Coming soon 6

MAKING MONEY FROM MOBILE 7 Public Wi-Fi strategy 7 M-commerce 7

SOLVING THE CONGESTION PROBLEM 8 Flight disruption 8 Mobile devices for staff 8

IT SECURITY PRESENTS A NEW CHALLENGE 9

TECH TRENDS GATHERING MOMENTUM 10

FOCUS ON CHINA 11 Growing interest in IoT 11 Self-service: bags taking center stage 12 Strong focus on new services for passengers 12 Free Wi-Fi widely available 13 CDM will help cut disruption 13

METHODOLOGY 14 The respondents profile 14 Weighting


Global airport expenditure on information and communication technology (ICT), as a percentage of revenues, fell back slightly in 2015 to 5.21% from its peak of 5.82% in 2014.

Despite Airports Council International (ACI) estimates indicating airport industry revenues grew to US$150m in 2015, it was not enough to fully offset the percentage drop. So, in absolute US dollar terms, global IT spend dipped in 2015.

However, the strengthening of the US dollar against many currencies during the past year means it may not reflect the true position at individual airports working in their local currency. This is supported by the fact that 61% of CIO respondents at airports indicated they received an increase in their IT budget for 2015, while only 12% saw their budget cut.

This more optimistic view carried into this year with 71% of CIOs receiving larger IT budgets in absolute terms, compared to 2015. It means that over the last three years, airport CIOs have seen their budgets grow at a compound annual growth rate (CAGR) of 8.41%, compared to a revenue growth of 6.36% over the same period.

With ACI forecasting a further increase in global revenues to US$158 billion in 2016, absolute IT spending by airports is likely to surpass the US$9 billion mark this year. Furthermore, CIOs are forecasting higher budgets for next year (2017) with 58% expecting an increase over this year and 29% expecting their budget to stay the same.

SECURITY MOVING UP THE AGENDAAs with previous years, when it comes to prioritizing budget spend, a clear majority of airports (59%) have passenger processing as a high priority for IT investment. However, this is significantly fewer airports than seen last year when the equivalent figure was 73% (2015).

For a good number of airports, the focus has shifted to passenger and airport security in the wake of heightened regional tensions, some of which is directly targeting air travel. This year it is a high priority for 50% of airports compared to 37% in last year’s survey. That moves it up to 2nd in the overall IT priority list from 5th in the 2015 survey.

IT SPEND ON THE UP

4

US$9.07BNPROJECTED GLOBAL AIRPORT IT SPEND FOR 2016

THE TOP 3 INVESTMENT PRIORITIES IN 2016

59%

% of airports considering these as 'high priority'

Passengerprocessing

50%Passenger &

airport security

41%Operations

5

FOCUS ON PASSENGER PROJECTSIn terms of specific investments over the next three years, passenger self-service continues to dominate with two-thirds of airports planning major IT projects in this area. The growing influence of mobile is also evident with nearly every airport worldwide (90%) undertaking either a major programme or a trial project related to mobile apps.

With the greater availability of data from both passengers and business operations, half of airports worldwide are planning to capitalize on it with major business intelligence initiatives over the next three years.

Other initiatives picking up momentum include interactive way-finding and identity management using biometrics with 34% (26% in 2014) and 24% (14% in 2014) of airports respectively, planning major projects.

NEW TECHNOLOGIESWorldwide adoption of newer technologies by airports is progressing, with some such as cloud computing starting to reach maturity. The proportion of airports undertaking major programs in this area over the next three years has remained at 45% since our last survey, while the proportion of airports with no plans has dropped only marginally from 21% to 19% of airports.

On the other hand, sensing technologies, such as beacons, Bluetooth, and Wi-Fi, which gauge the movement of people and assets around the airport are attracting strong interest. Nearly half of airports (48%) are implementing major programs over the next three years, up from 30% in our last survey.

The adoption of contactless mobile technology Near Field Communication (NFC), remains subdued with only 10% of airports planning a serious deployment, down from the 14% of airports seen last year. Nevertheless, a sizeable proportion (43%) are assessing the technology with small scale evaluation projects.

A much more recent development is digital tags to replace the paper-based tags used for most check-in baggage today.

A small number of airports (12%) plan a major deployment of the infrastructure needed to read the tags, up slightly from the 10% reported in the 2015 survey. Forty percent of airports have no plans to look at this in the next three years.

Drones are starting to make a mark outside our own industry, but they are yet to widely catch on with airports. Only 1% plan to initiate a major project in the next few years, with nearly four in five airports not interested at all at this stage .


NEW TECHNOLOGY INITIATIVES BY 2019

59%

% of airports considering these as 'high priority'

Passengerprocessing

50%Passenger &

airport security

41%Operations

Cloud services

Sensors

Near Field Communication

Digital Tags

Wearables

Drones

Major program Evaluation program(pilots or trials)

No plans

45% 36% 19%

48% 36% 16%

10% 43% 47%

12% 48% 40%

5% 23% 72%

1% 20% 79%

% of airports with new technology initiatives


For the first time our survey indicates the majority of airports worldwide provide self-service check-in for both passengers and bags.

Self-service passenger check-in through kiosks has been available at the majority of airports for many years and today it is almost universally available (91%). Its equivalent for baggage check-in has been longer coming, but today the majority of airports offer both kiosks for self-printing bag tags and either an assisted or unassisted bag-drop to complete the check-in.

For common-use bag-drop, airports overwhelmingly prefer to have agent assisted with 61% of airports deploying this

type of process, up from 48% in the 2015 survey. However, unassisted bag-drop is starting to gain ground with a jump to 26% of airports offering this option after being consistently in the mid-teens for the last three surveys.

Self-service at the gate has remained broadly static in the last three surveys with only one in five airports deploying electronic boarding gates today, marginally up on what was reported in the 2014 and 2015 surveys.

COMING SOONTrends to watch in the self-service space include kiosks that enable passengers to download digital content, such as the latest films, before they board the flight. The service is very new and today only 4% of airports are offering this, but a further 26% have plans to do so by 2019.

Similarly, using a kiosk to complete a sales transaction is available only at 4% of airports, although 38% are showing interest and expect to have this functionality in place within the next three years.

SELF-SERVICE REACHING MATURITY

50%+OF AIRPORTS PROVIDE SELF-SERVICE BAG CHECK-IN

AIRPORT ADOPTION OF SELF-SERVICE FUNCTIONALITIES 2013-2016

Check-in

i

Check-in via kiosk

2013 2015

84% 91%

Bag drop (assisted) 52% 48%

Bag tag printing at kiosk 38% 42%

Info services at a kiosk(e.g. flight status, gate info, etc)

34% 34%

2016

91%

61%

51%

31%

Self-boarding (unassisted e-gate) 10% 18% 19%

Bag drop (fully self-service) 13% 15% 26%

% of airports that have implemented check-in options in the year

7

MAKING MONEY FROM MOBILE


84%OF AIRPORTS PLAN TO PROVIDE AIRPORT SERVICES PURCHASES VIA MOBILE BY 2019

Notifications about flight status continues to be the most widespread service provided to the mobile devices of passengers with 46% of airports already offering this service.

However, there are signs that more airports are looking to monetize their mobile investments by offering retail services. By 2019, 84% of airports plan to enable purchasing of airport services through their mobile app, a step up from the 68% we reported in last year’s survey.

Furthermore, during the same timeframe 29% of airports plan to extend purchasing of airport services to passengers’ smartwatch.

M-COMMERCEWhile many airports clearly see a big opportunity to grow their sales through mobile apps. Surprisingly, only 34% of airports have plans today to incorporate in-app purchasing using new payment options such as Apple Pay or Android Pay.

Airports identify a number of major challenges with incorporating m-payment capabilities into their apps. The most common three are ‘compliance with PCI DSS requirements’ (26%), ‘upgrading of payment terminals’ (23%) and ‘enabling transmission of payments from terminals to banks’ (24%).

‘Integration with legacy systems’ is only considered a major challenge by 9% although the vast majority (73%) think it will be ‘some challenge’.

Interestingly though 33% of airports have no plans to introduce cashless payments.

PUBLIC WI-FI STRATEGYProviding free public Wi-Fi at the airport would encourage passengers to use mobile services and potentially drive higher levels of m-commerce. Today, 74% of airports indicate they provide unlimited free Wi-Fi to passengers, while a further 23% opt to provide time-limited free Wi-Fi with paid access for additional usage. Only 2% of airports charge for Wi-Fi from the outset.

Over the next three years, survey responses indicate airports are looking to recoup some of the cost of providing Wi-Fi than using it to support their m-commerce strategy. By 2019, the number of airports offering time-limited access to Wi-Fi will jump to 37% and those offering unlimited free Wi-Fi will fall to 54% of airports.

AIRPORTS WI-FI STRATEGY IN 2016

Check-in

i

Check-in via kiosk

2013 2015

84% 91%

Bag drop (assisted) 52% 48%

Bag tag printing at kiosk 38% 42%

Info services at a kiosk(e.g. flight status, gate info, etc)

34% 34%

2016

91%

61%

51%

31%

Self-boarding (unassisted e-gate) 10% 18% 19%

Bag drop (fully self-service) 13% 15% 26%

% of airports that have implemented check-in options in the year

Hybrid Wi-Fi

Free Wi-Fi

Paid Wi-Fi

No Wi-Fi

% of airports with Wi-Fi connectivity strategy

Today By 2019

54%

4%5%

37%

74%

23%2% 1%

Paid Wi-Fi No Wi-FiHybrid Wi-FiFree Wi-Fi

8 THE AIRPORT IT TRENDS SURVEY | © SITA 2016

SOLVING THE CONGESTION PROBLEM

Delays and cancellations are part and parcel of air travel, but the increasing number of passengers and flights is only likely to put more pressure on the air transport system. Our survey indicates that airports are still mainly in the early stages of implementing IT measures to help ensure the smooth running of the airport.

The most widespread measure has been to set-up a centralized control center to coordinate operations. Just over half of airports (52%) have already done this and it will grow to nearly 80% over the next three years.

A medium term focus area is developing operational dashboards for airport staff to monitor critical processes. Nearly half of airports (49%) plan to invest in this over the next three years on top of the 38% that already do it.

Another area that will receive strong attention over the next three years is Collaborative Decision Making (CDM). Its goal is to improve overall efficiency of operations by working with different stakeholders to integrate processes and systems to reduce delays and better manage airport resources. Today, one-third of airports have some form of local CDM, but only just over one in ten airports have implemented it to include air traffic management (ATM) systems. Within three years though 71% of airports will have a localized version of CDM, while 55% will have fully integrated it with ATM systems

The priority of CDM programs at airports is to keep to the flight schedule with on-time departures. Just over three-quarters (76%) of airports rate departure management as a high priority for their CDM program. Closely associated is aircraft turnaround and 53% of airports see this as a high priority function for CDM.

FLIGHT DISRUPTIONSpecific technologies aimed at minimizing the impact of disruption are yet to be widely adopted beyond reactive communications to other stakeholders or passengers.

Today, 61% of airports -use emails or phone to communicate with partners during disruption, while 34% sent out mass notifications via social media. However, a more targeted approach is coming with nearly half (49%) of airports planning to directly contact passengers via their mobile phone over the next three years.

Further on the horizon, airports are starting to look at predictive technologies that could prevent, or at least minimize, disruption. Today, only around 7% of airports have deployed this sort of advanced capability that allows for proactive intervention before the disruption escalates. By 2019, nearly half of airlines (49%) will have adopted this type of technology.

MOBILE DEVICES FOR STAFFProviding mobile devices to staff to improve operations is on the rise. The arrival hall and departure areas are the most common places where they have been deployed with tablets marginally preferred to smartphones. In arrivals, 26% have smartphones and 27% have tablets and in departures 25% have smartphones and 30% have tablets. The only other area where mobile usage is fairly widespread is in ‘baggage handling’.

Mobile technology will also be used to give staff support during disruption. Over the next three years, 47% of airports plan to provide staff with tablets that can access information and tools to help mitigate unscheduled events.

55%OF AIRPORTS PLAN TO IMPLEMENT A-CDM BY 2019

9THE AIRPORT IT TRENDS SURVEY | © SITA 2016

IT SECURITY PRESENTS A NEW CHALLENGE

41%OF AIRPORTS HAVE A CYBER SECURITY PLAN ONLY AT DEVELOPMENT STAGE TODAY

With cyberattacks becoming increasingly frequent and sophisticated how prepared are airports to tackle this emerging threat?

Just over half of airports (55%) say their cyber security plans are fully developed and operational, while a further 41% admit that their plans are still only at the development stage. Today, 4% of airports indicate they have no plans in place at all.

Nevertheless, this represents good progress from where airports were three years ago, when only 7% of airports said they were prepared to deal with any threats. Today, that figure has reached 19%.

The most common cyber security initiatives are around educating staff to the threat. Four out of five airports are already doing this through general awareness training, with almost all of the remainder planning to do so by the end of 2019. A good proportion (68%) are also going further with specific training/education related to user an access management.

Mobile devices have created a multitude of new endpoints for cyber attackers to exploit, and just over half of airports are alive to the threat with 53% of airports planning to implement specific cybersecurity initiatives for mobile devices by 2019.

Higher level initiatives around security intelligence and analytics are less common today with only 36% of airports having implemented it, but another 51% plan to by 2019.

A sophisticated targeted attack is the most widespread concern among the airport community with 63% citing it in their top three. Other widespread information security concerns include ‘social engineering based attacks targeting end-users’ (49%) and ‘accidental data leaks from employees/third parties’ (44%). Of less concern is data theft or sabotage by disaffected staff which made the top three of only 29% of airports.

AIRPORTS CYBER SECURITY PLANS 2013-2016

% of airports providing status for cybersecurity management

Early planningstage

Most critical defencesmanagement

Common threatsmanagement

Any threatsmanagement

2013

2016

35%35%

10%10%

28%28%

12%12%

30%30%

7%7%

19%19%

59%59%


TECH TRENDS GATHERING MOMENTUM

74%OF AIRPORTS PLAN TO TRIAL CONTEXT-AWARE AND LOCATION-BASED TECHNOLOGY IN THE NEXT 5 YEARS

Tech trends that we have seen emerge over the last couple of surveys are continuing to build momentum and become incorporated into the IT strategies of airports.

In particular sensor technologies, such as beacons, Bluetooth, wifi are gradually being deployed along parts of the passenger journey through the airport. A quarter of airports have implemented sensor technologies at checkpoint area, up from 17% in last year’s survey. Three other steps have sensor technologies deployed at more than 10% of airports: retail areas (15%), bag-drop (13%) and border control (12%).

Over the next three years, these types of implementation will become commonplace with the majority of airports deploying sensors at security check points (66%), bag-drop area (61%), retail areas (60%), boarding gates (54%) and bag reclaim (52%).

Another emerging trend is the Internet of Things (IoT). Today one-third of airports have incorporated the IoT into their IT strategy, while a further 43% have plans to do do over the next three years.

Looking ahead, there are a number of new technologies that could bring benefits to air travel. Our survey shows some are emerging faster than others. Over the next five years only context-aware and location-based technologies will be widely assessed by airports with 74% expecting to trial or carry out a pilot project in this time frame.

Other new technologies will take longer to get attention from the majority of airports. For example, the expectation is that it will take ten years for the majority of airports to have trialed wearable technology for staff, single biometric travel tokens, robots or virtual reality technology.

Next 5 years Next 10 years

Wearables for staff

(Smartwatch / Smartglasses)

41%

54%

Specific wearable-enabled

services for passengers

36%

46%

Single biometric travel token for

identity management

36%

52%

Virtual reality services for passengers

41%

54%

Context and location aware applications for

passengers

74%

78%

Artificial Intelligence

33%

52%

% of airports anticipating piloting the following new and emerging technologies

MID TERM TRIALS PLANNED FOR EMERGING TECH


FOCUS ON CHINA

82%OF CHINESE AIRPORTS PLAN TO FULLY INCLUDED THE IOT IN THEIR STRATEGY BY 2019

With over 4 billion domestic trips in 2015, China’s travel boom shows no signs of waning. To cope Chinese airports are directing IT investment at technologies that can help alleviate passenger congestion, but operational IT is also becoming more important. Overall, airports in China are forecasting IT spend of 5.72% of revenues in 2016 just shy of the 5.73% global expectation.

This year investment in operational IT is rated ‘high priority’ by 58% of Chinese airports, much higher than the 41% in the 2015 survey. Nevertheless, passenger-related IT remains a high priority at most airports (63%), although a significantly lower figure than the 78% of airports we reported in the 2015 survey.

The shift in priorities towards operational technologies will help support the surging number of flights expected in the coming years. In 2016 alone, the Civil Aviation Administration of China plans to help domestic and foreign airlines open more than 200 new international routes.

GROWING INTEREST IN IOTChinese airports are set to overtake their global counterparts in recognizing the potential of the Internet of Things (IoT). Today, 29% of Chinese airports have fully included the IoT in their strategy, rising to 82% by 2019. This compares favorably to the 75% of airports globally that will have included it over the same timeframe.

New infrastructure technologies, including sensors and cloud, that are key enablers for driving adoption of the IoT, are drawing strong interest from Chinese airports.

For example, sensor technologies will be either deployed as part of a major program or a trial by 89% of airports over the next three years. The most common place for Chinese airports to deploy sensors is at the early steps in the passenger journey - bag-drop (33% of airports), check-in (28%) and security (26%). Airside steps in the journey are being considered for sensor deployments by far fewer airports.

There is equally strong interest in cloud services with over half (53%) of Chinese airports building major programs around the technology and a further 32% evaluating it.

Widespread adoption of other new technologies, such as wearables, digital bag tags and Near Field Communications (NFC), is going to take longer with a good proportion of airports showing no interest in them for the next few years.

CHINA: IOT STRATEGY FOR AIRPORTS BY 2019

Today

By end of 2019

No plans

29%

53%

18%

% of airports in China including IoT in strategy by 2019


SELF-SERVICE: BAGS TAKING CENTER STAGEToday, the self-service focus is on passengers with check-in luggage. Self-service bag-drop has grown rapidly since the 2015 survey with 84% of major Chinese airports having implemented the assisted version, up from 45% twelve months ago.

The use of unassisted bag-drop, on the other hand, remains flat at just over one quarter of airports. This type of fully self-service bag-drop is more dependent on passengers using kiosks to obtain the bag tags. Today, only just over half of Chinese airports (53%) have upgraded their kiosks to offer this functionality.

Self-boarding gates are still at the early stages of deployments, but nevertheless they are being implemented more rapidly at Chinese airports than their global counterparts. Currently, 26% of leading airports have invested in the technology, up from 8% reported three years ago in our 2013 survey and higher than the 19% figure globally.

STRONG FOCUS ON NEW SERVICES FOR PASSENGERSToday, 59% of airports have major programs to provide self-service processing to passengers. However, over the next three years the emphasis for major IT programs will move mainly towards mobile service initiatives, and to a lesser extend services social media.

The most common mobile app services available today are flight status notifications (50% of airports), cashless payments (33%) and purchasing airport services (32%). These will become available through almost all apps of major Chinese airport over the next three years, while newer services, such as Navigation/Wayfinding and Customer Relationship Management (CRM), will be offered through apps at four in five airports.

Social media is used in a similar way, with flight status the most common service provided through this channel, although there is more emphasis on CRM today with 37% of airports using this channel to engage with passengers, compared to 26% using their mobile app. However, over the next three years airports will be looking to monetize their social media strategies by offering airport services (84%) and retail promotions (78%).

CHINA: MOBILE APPS SERVICES TO PASSENGERS BY 2019

Purchase airport services

Notifications about flight status

Navigation/wayfinding within the airport

Cashlesspayment

Customer relationshipmanagement

Planned by 2019

% of airports providing passenger services via mobile apps in China

89%

50% 89%33%

85%32%

26%

79%

26%79%

Implemented today


FREE WI-FI WIDELY AVAILABLEToday, completely free Wi-Fi for passengers is far more likely to be found at Chinese airports than at airports generally. In fact, 89% of airports in China provide unlimited free access compared to 74% globally and no Chinese airport charges outright for Wi-Fi access, although 11% use a hybrid form where free initial time-limited access is followed by paid access.

However, our survey indicates Chinese airports are going through a major re-think and within three years only 40% will offer free Wi-Fi, while 40% intend to charge for access from the outset. The number offering the hybrid approach will increase to 20%.

CDM WILL HELP CUT DISRUPTIONTravel disruption remains a growing problem in China, but the shift in focus towards investment in operational technologies indicates airports are increasingly looking to address the issue. In particular, 50% of Chinese airports over the next three years will invest in systems to predict potential disruptions before they occur taking the total to 67% of airports by 2019.

Collaborative Decision Making is going to be central to achieving this. Currently only 16% have fully implemented it, including integration with ATM systems, but a further 68% plan to implement it over the next three years.

CHINA: PLANS FOR OPERATIONS SERVICE INITIATIVES

Purchase airport services

Notifications about flight status

Navigation/wayfinding within the airport

Cashlesspayment

Customer relationshipmanagement

Planned by 2019

% of airports providing passenger services via mobile apps in China

89%

50% 89%33%

85%32%

26%

79%

26%79%

Implemented today

Operations and BI dashboards for airport staff 32%32%37%

Automated Safety Management System (SMS) 37% 16%47%

Full A-CDM status (including connection to Regional ATM Network Manager) 16%68%16%

Ground & vehicle tracking systems, moving maps 16%42%42%

Local Collaborative Decision Making 11%50% 39%

Flight updates through Aviation Information Data Exchange (AIDX) 24%47%29%

Implemented By end of 2019 No plans

ACRIS recommended practice for baggage 47% 26%26%

Central Airport Operations Control Center 18%65% 18%

% of airports planning operations services initiatives in China


The 13th annual Airport IT Trends Survey continues to be the most extensive study of IT trends within the global airport industry. The study allows airports to benchmark themselves against current industry trends. It also encourages discussion about the technology issues facing airports and how IT contributes to airport strategies.

The study took place in the second quarter of 2016 and focused on senior IT executives at the world’s airports. This year survey results came from 110 respondents who collectively represent the view of more than 225 airports.

The airports participating in this year’s research represent 36% of the global traffic (source: ACI passenger traffic data) or 2.3 billion passengers, while 50% of survey respondents came from airports within the Top 100 in terms of revenue.

WEIGHTINGA weighting system is applied, based on ACI annual passenger traffic statistics, to ensure that the results are a representative sample in relation to global passenger traffic and to compensate for annual fluctuations in the respondent group.

Backward comparison with results published pre-2013 is not advised as these surveys used a different weighting methodology.

Independent market research agency Circle Research was commissioned to undertake the research on behalf of ACI and SITA. The research was conducted in strict confidentiality and the results are presented in an aggregated form. All source data remains confidential and the results of individual returns are not disclosed to the research stakeholders.

THE RESPONDENTS PROFILE:Responses from mainland China this year represented 67% of the total passenger traffic in China. This has allowed us to present some highlights of specific trends in this expanding and important market. This data is unweighted and global industry data is also presented unweighted in any comparisons.

For further details:

www.sita.aero/surveys www.sita.aero/ittrendshub

METHODOLOGY

14

© SITA 2016 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.

For further information, please contact SITA by telephone or e-mail:

Americas+1 770 850 4500 [email protected]

Asia Pacific+65 6545 3711 [email protected]

Europe+41 22 747 6111 [email protected]

Middle East, India & Africa+961 1 637300 [email protected]

SITA AT A GLANCE

SITA transforms air travel through technology - for airlines, at airports and on aircraft.

Our vision is to be the chosen technology partner of the industry, a position we will attain through flawless customer service and a unique portfolio of IT and communications solutions that covers the industry’s every need 24/7.

We are the innovators of the industry. Our experts and developers keep it fuelled with a constant stream of ground-breaking products and solutions. We are the ones who see the potential in the latest technology and put it to work.

Our customers include airlines, airports, GDSs and governments. We work with about 400 air transport industry members and 2,800 customers in over 200 countries and territories.

We are open, energetic and committed. We work in collaboration with our partners and customers to ensure we are always delivering the most effective, most efficient solutions.

We own and operate the world’s most extensive communications network. It’s the vital asset that keeps the global air transport industry connected.

We are 100% owned by the air transport industry – a unique status that enables us to understand and respond to its needs better than anyone.

Our annual IT surveys for airlines, airports and passenger self-service are industry-renowned and the only ones of their kind.

In 2015, we had consolidated revenues of US$1.7 billion.

For further information, please visit www.sita.aero

Follow us on www.sita.aero/socialhub

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