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CASE STUDY: SITA on passenger empowerment

In an industry that is shifting from a transportation-centric to a traveler-centric model, airports and airlines have much to gain from implementing business processes that improve the passenger experience at every step of the journey.

May 24, 2006

Self-service - especially for reservations and check-in - is already making a big difference, but a whole lot more can be done to empower passengers. It makes sound business sense, with better use of staff and space, reduced costs and increased efficiency - making passenger empowerment a win-win-win for airports, airlines and travelers alike.

For most of its history, the business of air transport has been fundamentally transportation-centric, with the main focus on logistics and infrastructure. Today, however, with passengers both demanding and expecting more, and airports and airlines increasingly concerned about customer satisfaction, air transport business processes are becoming more traveler-centric. At the same time, the industry is looking for cost reductions and improved operational efficiencies; air transport processes need to become simpler, more cost-effective, and more straightforward.

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