The Airline IT Trends Survey, co-sponsored by Airline Business and SITA shows an airline IT climate that is cautiously improving. IT budgets are expected to improve at the majority of airlines in 2013, while the global level of IT operational spending should reach an estimated US$10 billion in 2013. Airline IT investment priorities continue to focus on mobilizing the passenger journey, as they have done for the last three years, but airlines are also showing a strong interest in improving business intelligence to better understand their operations and customers. The overall impression from this year’s survey is one of an industry that is fast adopting the digital world. This is bringing many advantages in the form of automation and new services, but also challenges in making sure these technologies can be widely adopted so that passengers benefit at both ends of their journey. For the last 15 years we have been tracking the key technology trends of airlines. More recently we have complemented this research by publishing surveys on technology trends in the wider air transport industry, including airports and passengers. Taken together, they provide a unique perspective on the way technology is shaping the future of air travel. We welcome any feedback or comments on the survey. For more information on all our surveys and accompanying features and analysis, visit www.sita.aero/surveys.

1. IT TRENDS SURVEY 2013,
– AN AIRLINE VIEW
1 IT Trends 2013, An Airline View

2. AGENDA
Introduction & Survey Background
Airline distribution and ancillary sales
Panel Discussion
Mobile services
Panel Discussion
Business Intelligence
Panel Discussion
2 IT Trends 2013, An Airline View

3. Introduction
IT Trends 2013,
An Airline View

4. SITA SURVEYS: BACKGROUND &
METHODOLOGY
IT Trends 2013, An Airline View4
Passenger Self-
Service Survey
• In association with Air
Transport World
• Over 2500 passengers
interviewed @ 6 major
airports
• Airports included: Atlanta,
Frankfurt, Abu Dhabi,
Beijing, Mumbai, Sao Paulo
Airline IT Trends
Survey
• In association with Airline
Business
• Airlines representing
majority of the world
passenger traffic
• Responses from all major
regions and airline tiers
• In association with Airline
Business
• Responses from airports
operators representing
airports
• Responses covering
all major regions
and airports
sizes
Airport IT Trends
Survey

5. REPRESENTING 50% OF GLOBAL
PASSENGER TRAFFIC
IT Trends 2013, An Airline View5

6. IT Spend & Priorities
IT Trends 2013,
An Airline View

7. IT SPEND 2013 UP AS AIRLINE REVENUES
CONTINUE TO GROW
7 IT Trends 2013, An Airline View

8. REGIONAL DIFFERENCES HINDER
GLOBAL RECOVERY
IT Trends 2013, An Airline View8

9. MOBILE AND BUSINESS INTELLIGENCE
ARE INVESTMENT PRIORITIES
IT Trends 2013, An Airline View9

10. AIRLINE IT TRENDS SURVEY HIGHLIGHTS
2013
• Airlines will maximise revenue opportunities and relevancy for
passengers – selling more directly through mobile & kiosks
• Mobile services will become mainstream and extend across the entire
passenger journey offering more choice for the passenger.
• Airlines will have much deeper business insight – to offer more relevant
services to passengers as well as better visibility of operational
processes.
IT Trends 2013, An Airline View10

11. The evolution of
ancillary sales
IT Trends 2013,
An Airline View

12. ANCILLARY SALES: INCREASING
DEPENDANCE ON DIRECT CHANNELS
12 IT Trends 2013, An Airline View

13. SALES ON MOBILE ACCELERATING -
SOCIAL MEDIA STRUGGLING
13 IT Trends 2013, An Airline View
By 2016,
14%
of sales through
mobile, social
media and kiosks.

14. MOBILE APPS FOR ANCILLARY SALES TO
BECOME MAINSTREAM
14 IT Trends 2013, An Airline View
By 2016,
10%of ancillary revenue
through mobiles apps

15. IT Trends 2013, An Airline View15
By 2016……
Airlines will maximise revenue opportunities and
relevancy for passengers – selling more directly
through mobile & kiosks

16. Mobile services have
become mainstream
IT Trends 2012,
An Airline View

17. MOBILE SERVICES EXTEND ACROSS
ENTIRE JOURNEY
17 IT Trends 2013, An Airline View
% already implemented
Additional
%implementedby2016

18. THE LANDSCAPE FOR CHECK-IN IS
EVOLVING
By 2016,
8%
of passengers won’t
need to check-in
18 IT Trends 2013, An Airline View

19. MORE OPTIONS FOR MOBILE BOARDING
19 IT Trends 2013, An Airline View

20. MOBILE SERVICES WILL TRANSFORM
AIRLINE OPERATIONS
IT Trends 2013, An Airline View20

21. 21 IT Trends 2013, An Airline View
By 2016……
Mobile services will extend across the entire
passenger journey
Airlines will offer more options for check-in and
mobile boarding
New mobile services will transform airline operations

22. Airlines seek much deeper
business insights
IT Trends 2012,
An Airline View

23. PRIORITIES FOR BUSINESS INTELLIGENCE
23 IT Trends 2013, An Airline View
100%
of airlines invest in
Business Intelligence
in the next 3 years

24. IT ALL DEPENDS ON DATA!
IT Trends 2013, An Airline View24
Sales & Marketing
Operational Awareness
Business
Intelligence
Passenger Experience
88% Personalisation
*Airline plans by 2016
90% Mobile – ancillary sales
92% Mobile – Promotions
69% Real-time baggage status to staff
Mobile Flight dispatch/Ramp Mgt59%
Cabin Crew Mobile77%
95% Flight Status Notification
68% Missing Baggage Reporting
Bag status notification61%
Geo-location technology59%
Aircraft Maintenance71%

25. 25 IT Trends 2013, An Airline View
*Airline IT Trends Survey 2012
5%of airlines see no challenges with
data or system compatibilityOnly
MULTIPLE CHALLENGES TO OVERCOME

26. INDUSTRY IS MAKING GOOD PROGRESS IN
SEVERAL AREAS
IT Trends 2013, An Airline View26
Business
& Organisation
Dashboards &
Visualisation
Infrastructure &
Integration
Data access & quality
Fully
accomplished
0
1
2
3
Self-service dashboards
Data quality
Data access
Data mgt
Technical Infrastructure
Required Latency
ROI on BI
BI Best practice Governance
BI organisation
4
BIMaturityIndex
Integration across the
business

27. 27 IT Trends 2013, An Airline View
By 2016……
Airlines will have much deeper business insight – to
offer more relevant services to passengers as well as
better visibility of operational processes

28. IT Trends 2013, An Airline View28
Find out more…
www.sita.aero/ittrendshub