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SITA airport trends survey: 86 percent plan investments in kiosks, self-service

Airport communications company SITA has released the results of the 2014 SITA/ACI Airport IT Trends Survey.

November 4, 2014

Airport communications company SITA has released the results of the 2014 SITA/ACI Airport IT Trends Survey.

The survey shows a focus on IT infrastructure investments and services designed to provide travelers a more connected experience, as well as control and convenience in the airport customer experience. This "Connected Traveler" experience has resulted in key investments in mobile and self-service options, the survey reported, with more than 80 percent of airports developing projects in these areas over the next three years. Total technology expenditures are projected to reach $6.8 billion in 2014.

"This is the age of the connected traveler with nearly all passengers carrying mobiles, tablets and other devices. It is vital that airports invest in the infrastructure to support the changing expectations of these passengers. This year's survey shows that the majority of airports globally are investing more in new technologies and mobile services for passengers in an effort to improve passenger processes and satisfaction," said Francesco Violante, CEO of SITA, in a press release.

SITA reports 86 percent of airports plan to invest in self-service, including multi-service kiosks, self-bag drop and self-boarding services over the next three years. Three-quarters of airports expect most passengers to use self-service check-in kiosks by 2017, with 60 percent planning to increase check-in and other common use kiosks.

The SITA Airport IT Trends Survey, 11th edition, contains data from airport passengers across the globe at the world’s most traveled airports, the company said.