GPS 2016 Highlights Final

2016 Global Passenger
Survey
Results Highlights
I’m willing to give
more information in
I want order to speed up
checks
everything to go
smoothly on my
day-of-travel
Having Wi-Fi
onboard would
I’d rather be be so convenient
shopping than
queueing at the
airport
Respondent’s Profile
6% 18 – 24 yrs
Europe
22% 25 – 34 yrs North
America 27%
North
25%
24% 35 – 44 yrs Asia
15%
22% 45 – 54 yrs ME
5%
15% 55 – 64 yrs Latin

America
Africa
3%
5% Asia
Pacific
10% 65 & older 21%
38% 62%
100%
80%
Passenger 60%
40%
satisfaction 20%
Satisfied
level at the 0%
-20%
Not
Sastisfied
different -40%
-60%
touchpoints -80%
-100%
What is one aspect that will improve your
travel experience?
Under 24 25 – 44 45+
Receive timely Attentive

Inflight Wi-Fi
e-notifications Cabin Crew
Higher than ever
As appetite for tech is
Passengers expect an unparalleled Experience
Industry needs to be more Agile
And be open to Re-think the current state

Knowing what passenger
preferences and
expectations are
help us drive significant
transformative change in the
end-to-end travel journey.
Streamlining
Shift
passenger
off-airport process
Data sharing Inflight

culture experience
Shift off-airport
Is your bag
ready to go?
Passengers would like:

an electronic bag tag (39%)
an agent to tag their bags (29%)
to print and attach a bag at the airport (20%)
to print and attach a bag tag at home (13%)
Shift off-airport
26% would like to have their bag
picked up from home and delivered to
the airport
Set your
24% would drop off bags in other
locations other than the airport bag free
Shift off-airport
Can’t do without
mobile?
Usage of mobile boarding pass is increasing steadily, currently at 71%

In the Middle East, 80% have already used it
Streamlining
passenger process
The security dilemma:

Could I keep them on?
Top 3 elements of security that need improvement

Removal of shoes, belts and jackets (59%)
Removal of laptops and other large electricals (51%)
Variation in screening process at various airports (47%)
Streamlining
Boarding passenger process
doesn’t have
to be a burden
Passenger’s concerns when boarding
Queueing process for business and economy passengers (34%)
Address issues around carry-on luggage (24%)
Boarding gate facilities (use automated gates or none) (23%)
Communication from airlines (18%)
Streamlining
passenger process
Transfer
Eliminate
duplication
Top 3 areas that improve transfer experience

Ensure that you only have to pass security once (74%)
Ensure that you only have to pass border control once (52%)
Improve airport facilities (35%)
Data sharing
Tell me something culture
I don’t know
Top 3 areas passengers would like

to be notified on
Flight status and any changes (85%)
Baggage status and waiting time for delivery (60%)
Waiting times at security/border control (58%)
Data sharing
culture
Back to 53% would like to be

notified by SMS
basics
22% would like to be
notified via
mobile phone app
21% would like to

be notified via e-mail
Data sharing
Disruptions don’t culture
have to be dreadful
Top 3 areas of improvements for those who

experienced flight disruptions
Information shared with passengers (47%)
Flight re-booking (22%)
Alternative mode of transportation (11%)
Data sharing
culture
Biometrics
Go ahead, make
use of my data
85% would be happy to provide additional

information to speed up process checks required
by governments
Data sharing
Track your bag from culture
bag-drop to the beach
61% would like to track their bag

throughout the journey
Inflight
experience
Old
Top 3 inflight activities
Long haul
habits
Watching movies (77%)
Sleeping (69%)
Eating/Drinking (40%)
die hard
Short haul
Reading (53%)
Watching movies (42%)
Sleeping (38%)
Inflight
experience
Onboard Wifi
“Home” is where
the Wi-Fi connects
automatically
If Wi-Fi were available onboard,
passengers would use them to
send and receive e-mails (30%)
instant message (23%)
browse the internet (22%)
Inflight
experience
How is BYOD*
changing inflight
experience?
51% of passengers would use
their own device when streaming
IFE content onboard. A 12 pp
increase vs last year
*Bring your own device
Products:
 GPS 2016 – PDF Report
 GPS 2016 – PDF Report and Excel files
(providing more extensive analysis and additional data
visualization tools
 Airs@t – PPT Report, Raw Data & access
to Online Reporting Tool (providing additional
capabilities for data analysis)
www.iata.org/gps www.iata.org/airsat

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2016 Global Passenger

15% 55 – 64 yrs Latin

Receive timely Attentive

Passengers expect an unparalleled Experience

Industry needs to be more Agile

And be open to Re-think the current state

Data sharing Inflight

Passengers would like:

Usage of mobile boarding pass is increasing steadily, currently at 71%

The security dilemma:

Top 3 elements of security that need improvement

Boarding passenger process

Top 3 areas that improve transfer experience

Tell me something culture

Top 3 areas passengers would like

Back to 53% would like to be

21% would like to

Disruptions don’t culture

Top 3 areas of improvements for those who

85% would be happy to provide additional

Track your bag from culture

bag-drop to the beach

61% would like to track their bag

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