2024年旅客IT洞察报告

Contents Executive summary03Technology usage in the travel experience04Digital travel credentials06Biometrics12Sustainability17Intermodal travel21Baggage solutions25Flight frequency29Methodology31 Executive summary Air travel has soared since 2023, surpassing industryexpectations, with forecasts suggesting furthergrowth in 2024. SITA’s 2024 Passenger IT Insightsreport sheds light on the evolving landscape of airtravel, emphasizing the critical role of technology inenhancing passenger experiences and managingthe anticipated surge in air travel demand. Passengers see value in smart luggage solutions like baggagetracking on mobile devices and off-airport baggage collectionand drop-off services. With the overall increase in passenger traf-fic, the flying pattern has changed. Avid travelers travel more, andthe average number of flights taken by each has seen a notableshift towards personal rather than business travel. As we look towards a future where air travel demand is expectedto double to 8 billion passengers by 2040, growing at an annualrate of 3.4%, it becomes imperative to invest in technology forefficient passenger processing and capacity management. Technology usage remains high across various touchpoints of thetravel journey, with 90% of passengers utilizing technology forbooking and relying heavily on mobile devices for booking, dwell-time, and on-board activities. Moreover 64% of passengers saidthat the most important factor they’d like to see improved in thetravel process isshorter waiting times at the airport. And tech-nology is here to do just that. These trends underscore the impor-tance of moving towards greater usage of digital travel creden-tials (DTCs). Already, three in four passengers are comfortablestoring their passport on their phone and sharing digital identityand biometrics in advance of travel. However, the adoption ofbiometrics faces challenges due to privacy concerns, highlight-ing the need for education and reassurance about the safety andbenefits of biometric technology. As we step into the future, we are on the cusp of a new era intravel. SITA’s 2024 Passenger IT Insights highlights major trendslike technology, sustainability, and Intermodal travel that willtransform and uproot the way we work. As we navigate this evolv-ing landscape, it is crucial to address privacy concerns, investin smart tech solutions, and promote sustainable practices toenhance the passenger experience and meet the demands ofthe future. David Lavorel, CEO, SITA Sustainability is another key focus, with travelers showing astrong willingness to pay extra to offset carbon emissions (11% ontop of ticket price) and make behavioral changes, such as takinglonger flights or carrying lighter baggage, to reduce their carbonfootprint. Intermodal travel is also gaining prominence with 65%of travelers planning to book at least one interrmodal trip in thenext year. Younger passengers and business travelers, in particu-lar, show a higher preference for using travel agents to constructtheir itineraries. TECHNOLOGYUSAGEINTHETRAVELEXPERIENCE In 2023, air travel soared,surpassing industryexpectations. According to IATA’s ‘Global Outlook forAir Transport’ report, it is only going tocontinuegrowing.Predictions suggestthat demand for air travel will double to 8billion by 2040 – an annual average growthof 3.4%. This is an explosive level of growth,set to continue for a sustained period. back in 2019, only 8% booked travel via anairline app, whereas this has increased toapproximately 20% over the last couple ofyears. will be fundamental. SITA research hasshown that technology usage throughoutthe journey remains high across a numberof touchpoints. As highlighted last year, another technol-ogy area that airports need to continuetofocus their efforts on is e-gates,where usage has remained flat year onyear. These hold significant potential forenabling future growth, given the benefitsof faster processing, subsequent shorterqueues, cost benefits and more accurateverification. E-gates should therefore be akey priority in airport and airline ongoingdigital transformation initiatives. Usage at booking remains almost ubiq-uitous, at 90%, with ‘dwell time’ and ‘onboard’ being the areas ranking second andthird for highest technology usage. Given this, ensuring the passenger jour-ney is smooth and efficient will be moreimportant than ever to the aviation indus-try. Investment in technology will be essen-tial for the industry to manage this growth,in particular technology that can help withcapacity creation and improved passengerprocessing such as biometric identifica-tion, automated bag-drops and real timeinformation systems. Within booking, ‘web booking’ accounts forthe majority of technology usage, although18% is also ‘mobile’ booking. In addition,‘dwell-time’and‘on board’technologyusage refers to ‘mobile’ use-cases, mean-ing a significant proportion of technologyusage across the journey is mobile-based. Lookingback over