The paper reveals that 100% of airlines and 90% of airports are investing in business intelligence solutions to provide the intelligent information across their operations which these, and other services, demand

According to the report, flight status updates are already a mainstream mobile service and will extend to the vast majority of airlines and airports

By the end of 2016, 61% of airlines and 79% of airports will provide status notifications such as queues times through security and walking time to gate. More than three quarters will also be providing navigation/way-finding at the airport via mobile apps.

Nigel Pickford, SITA director of market Insight, said, “Our research has clearly shown that the move to smartphone apps and mobile services is well underway. But many of the services that airlines and airports are planning are heavily dependent on their ability to provide more meaningful data and insight – providing passengers and staff the right information at the right time.

“Efforts are being made across the industry to collaborate and SITA has established the Business Intelligence Maturity Index to benchmark the progress.”

He asked airlines and airports to measure themselves in four categories of business intelligence best practice for this index – data access and management; Infrastructure; data presentation, and governance.

“Our analysis shows that on average the industry is only halfway to achieving best-in-class and further progress is needed.”

Pickford noted there are ongoing efforts across the industry to establish data standards and ensure system compatibility.

“Though the picture is not perfect now, change is coming. All airlines and 90% of airports are planning to make business intelligence investments in the coming three years. Both face the issue though that while passengers are very keen to access information about their journey, they are also sensitive about privacy. The smart use of non-intrusive passenger information however will provide benefits to airlines and passengers.”

Looking ahead, the report says the combination of business intelligence plus predictive analysis will help improve the passenger experience, while optimising the use of infrastructure and space at airports.

By using business intelligence airlines ad airports will also be more proactive by analysing past events and combining live data feeds from multiple sources to predict future events and take preventative action before they occur. This will reap significant benefits for passengers and the industry alike.

• SITA’s Smart Thinking is based on its global research on airports, airlines and passengers, and incorporates additional input from British Airways, Saudia, Dublin Airport Authority, London City Airport and Heathrow.

• Photo courtesy of SITA