2017年IATA全球旅客调查（英文版）

12017 GLOBAL PASSENGER SURVEYHIGHLIGHTSPut yourself in passenger’s shoesMy time is…“my Precious”I want to know what is happening with my flightI am ready to go digitalI am in full control when new technologies are availableWhen in-flight, I want to beentertainedRESPONDENT PROFILE65%35%8%16%22%25%22%6%65 + years55 - 64 years45 - 54 years35 - 44 years25 - 34 years18 - 24 yearsN=10 675SATISFACTION WITH LAST AIR TRAVEL EXPERIENCEOnline bookingOnline check-inTraditional check-inSelf-service kiosk check-inSelf-service bag-tagHome printed bag-tagSelf-service bag dropSecurityBorder control/immigrationBoardingIn-flight entertainmentOn-board serviceBag collectionIMPACT ON OVERALL SATISFACTIONMAIN POINTS OF ATTENTIONMAIN STRENGTHSSECONDARY POINTS OF ATTENTIONAVERAGE SATISFACTION SCORESSECONDARY STRENGTHSSATISFACTION DRIVERS-100%-80%-60%-40%-20%0%20%40%60%80%100%SatisfiedDissatisfiedSatisfied (2016)Dissatisfied (2016)% of respondentsPASSENGER SATISFACTION THROUGHOUT THE CUSTOMER JOURNEY$Online bookingOnline Check-inTraditional check-inSelf-service kiosk check-inSelf-service bag-tag at the airportHome printed bag-tagSelf-service bag drop at the airportSecurityBorder control / ImmigrationBoardingIn-Flight EntertainmentOn-boardserviceBag collection66% of FFP Members were satisfied from priority boarding*PASSENGER IN CONTROLDIGITALIZATIONVALUE OF TIMEWELL-INFORMED PASSENGERIN-FLIGHT EXPERIENCEElectronic boarding becomes a standard74% of passengers used an electronic boarding pass on a smartphone in past 12 monthsDIGITALIZATIONvs 2016No paper...No phone...All you need is you!64% chose biometric identification as their preferred travelling tokenDIGITALIZATIONvs 201649% of passengers prefer self-bag drop (46% in 2016)I can do it all by myselfPASSENGER IN CONTROLvs 2016Preferred ways to board the aircraft:72% passengers prefer self-boarding33% would replace boarding token with biometric recognitionI can board by myself, thank youPASSENGER IN CONTROLvs 2016The maximum acceptable bag-drop time is 3 minutes (78%)The maximum acceptable queuing time at immigration is 10 minutes (74%)I don’t want to lose my timeVALUE OF TIMEBoard like a VIPVALUE OF TIMETop 3 areas which would improve a boarding experience:An efficient queuing process (67%)Availability of automated boarding gates (38%)Addressing issues around excess carry-on luggage (37%)Preferred options for receiving notifications:SMS (42%)E-mail (26%) Smartphone app (28%)There is much more than just an SMSWELL-INFORMED PASSENGERvs 2016Don’t worry, be happyWELL-INFORMED PASSENGERTop 3 services to improve travel disruption experience:Real-time information shared with passengers (63%) Flight re-booking (53%) Hotel accommodation (42%)Almost as many passengers want to watch digital content on their own devices (42%) as on seatback devices (45%)Screens, everywhere!IN-FLIGHT EXPERIENCERating of IFE. Source: Airs@t North America – Europe,Q1/2012-Q2/2017, Business33.13.23.33.43.53.6Picture(screen)qualitySoundqualityDon’t cut m