Mumbai Passengers Express Interest in Mobile Travel Service
March 6, 2014 - Mumbai, Maharashtra , India
Smartphone penetration in Mumbai ranks among the lowest of all airports surveyed at 62%, compared to a global average of 76%. However, the desire to use mobile travel services is considerably higher in Mumbai in than other regions surveyed, according to the report. For example, 76% of Mumbai passengers would definitely access baggage status information on their mobiles, compared to 52% globally. In addition, 65% of passengers would make changes to their bookings on a mobile and 54% would buy tickets via mobiles, compared to a global average of 47% and 37% respectively.
This interest seems to contradict Mumbai passengers’ current use of mobile services. Only 4% of Mumbai passengers use mobile check-in regularly, the lowest of all airports surveyed--compared to a global average of 8%. And 9% of passengers regularly use mobile boarding passes, compared to usage levels above 10% in airports in Atlanta and Frankfurt.
Maneesh Jaikrishna, Vice President, India and Subcontinent, SITA, said: “In India, there is an opportunity to promote more self-service in general, including via mobiles. Although passengers have not adopted self-service as quickly as they have at other airports in the world, this is changing steadily. Over the next decade, passenger numbers in India are expected to triple to 450 million. To help manage this growth, self-service, including mobile services, will become increasingly important.”
Jaikrishna added: “Our survey shows that airlines have a great opportunity to gain a competitive advantage and earn passenger loyalty by providing superior services such as travel services on the move. This includes enabling passengers to use their mobiles for everything from accessing information to checking in and boarding, and buying tickets and other travel services.”
When asked why they don’t use mobile services, 76% of Mumbai passengers cited usability concerns. Twenty-two percent of passengers said they feared the mobile services wouldn’t work when they needed them. However, 28% didn’t see any benefit in using current mobile apps, as compared to other options such as websites and SMS, and 27% said they considered the apps too complicated.
SITA and ATW conducted the eighth annual Passenger IT Trends Survey with a sample of the 299 million passengers who pass through six of the world's leading airport hubs: Abu Dhabi International; Beijing Capital International; Chhatrapati Shivaji International, Mumbai; Frankfurt International; GRU Sao Paulo International and Hartsfield-Jackson, Atlanta.
The survey included 2,489 passengers from more than 70 countries. Those surveyed comprised a mix of business and leisure travelers, and occasional and frequent flyers at all locations.
More information on this and other SITA surveys can be found at www.sita.aero/surveys-reports.
Follow SITA online:
SITA photos and videos available here:
Notes to Editors:
SITA is the world's leading specialist in air transport communications and IT solutions. SITA delivers and manages business solutions for airline, airport, GDS, government and other customers over the world’s most extensive network, which forms the communications backbone of the global air transport industry.
SITA’s portfolio includes managed global communications, infrastructure and outsourcing services, as well as services for airline commercial management and passenger operations, flight operations, aircraft operations and air-to-ground communications, airport management and operations, baggage operations, transportation security and border management, cargo operations and more.
With a customer service team of over 2,000 staff around the world, SITA invests significantly in achieving best-in-class customer service, providing integrated local and global support for both its communications and IT application services. SITA has two main subsidiaries: OnAir, which is the leading provider of in-flight connectivity, and CHAMP Cargosystems, the world's only IT company dedicated solely to air cargo. SITA also operates a joint venture, Aviareto, which provides aircraft asset management to the air transport community.
SITA is one of the world's most international companies. Its global reach is based on local presence, with services for around 450 air transport industry members and 2,800 customers in over 200 countries and territories. Set up in 1949 with 11 member airlines, SITA today employs people of more than 140 nationalities, speaking over 70 different languages. SITA had consolidated revenues of US$1.57 billion in 2012.
For further information go to www.sita.aero
About Mumbai International Airport Ltd
About GVK MIAL
Source: Business Wire India