SITA Report 2022: Post-Pandemic Period records acceleration of digitalization

Airlines are placing greater emphasis on IT tools to manage irregular operations and provide the best possible passenger experience, even in the context of staff shortages.

Over the next three years, 90% or more of airlines will invest in improved IT service management and disruption warning systems, as well as business intelligence initiatives for aircraft rotation management, passenger assistance, and baggage handling.

Business intelligence solutions are also at the forefront of IT investment priorities at airports, with 93% or more planning business intelligence initiatives for asset management and flight operations by 2025.

The emphasis on agility, adaptability to disruption, and immediate communication with customers and stakeholders is clear; by 2025 half of airports will aim to implement automated predictive alert systems in advance of flight disruption events, as well as business intelligence initiatives to enable demand-based scaling of operations.

Rationalize passenger travel with smart technologies

Both airlines and airports are investing in key technologies to ease the passenger experience at every step of the journey to help reduce bottlenecks and in turn enable reallocation of key resources when it comes to staffing , to dedicate themselves to more complex tasks. Biometric and self-service technologies are getting a lot of emphasis.

Airlines have identified self-service technologies as key to helping manage irregular operations and this will continue to be the top investment priority in 2022, with contactless solutions and biometric identification management a close second.

To support effective baggage management and empower passengers with greater self-management after a period of significant disruption, by 2025 most airlines plan to provide passengers with real-time baggage tracking information.

Airports are also prioritizing self-service initiatives, placing a strong emphasis on self-service at check-in and bag drop, with 86% planning to implement by 2025.

Deployment at airports of a unique and secure biometric identifier for all touch points increased from just 3% in 2021 to 39% in 2022, with more than half of airports planning to roll out over the next three years.

This marks a strong commitment to the next generation of travel experiences, where passengers can pass through the airport using their facial image as their boarding pass.

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