18 NOVEMBER 2019
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Airlines and airports spent a record US$50bn (about £38bn) on IT in 2018 to support improvements to the passenger journey and are starting to enjoy the benefit of that investment, according to SITA (Société Internationale de Télécommunications Aéronautiques).
Figures published last week show the investment has resulted in a significant improvement in both the satisfaction levels for passengers and average processing time.
The SITA 2019 Air Transport IT Insights report shows 60% of airline chief information officers (CIOs) recorded up to a 20% year-on-year improvement in passenger satisfaction.
During the same period, 45% of them recorded up to a 20% improvement in the rate of passengers processed. The same strong returns on investment in technology were also seen at airports.
There, 63% of CIOs reported a year-on-year improvement of up to 20% in passenger satisfaction levels while 44% recorded quicker passenger processing times. Both airlines and airports also recorded an improvement in their business performance.
SITA Air Travel Solutions president Matthys Serfontein said: “This is a real success story, particularly when we expect passenger numbers to double over the next 20 years with physical airport infrastructure struggling to keep pace.
“Technology is key to alleviating the industry’s capacity crunch and avoiding negative impacts on passengers.”
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