Who is in the room today. Which part of the value chain do you belong to?

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1 0:00 Who is in the room today. Which part of the value chain do you belong to? 1. Airline 2. Airport / Ground Handling 4% 3. Travel Agent 8% 4. Government 3% 5. Vendor 2 6. Other 27% 38% Voted: 182

2 0:00 Which 1 of these 3 issues do you believe is the most critical to the industry today? 1. The industry s financial performance 2. How products are distributed 22% 3. Making the airport process simpler 31% 47% Voted: 190

3 0:00 Which 1 of these areas do you believe is hurting the industry most? 1. Fuel Costs 2. Taxation 18% 3. Rules on ownership and control 19% 4. A concentrated supplier base 12% 5 Voted: 185

4 0:00 What is the biggest challenge you believe the industry faces in terms of distribution? 1. The cost of distributing the product 2. The lack of ability of the current model to display new products 3. Maintaining the current relationships 15% 43% 42% Voted: 164

5 0:00 Which 1 of these areas would provide the greatest improvement to the airport process? 1. Eliminating the hassle factor associated with security and border control 2. Giving the customers more control over their journey 15% 66% 3. Ensuring the journey from car park to gate is intuitive and direct 19% Voted: 172

6 Who is going to win the Rugby World Cup 2011? 1. Australia 2. France 3. New Zealand 4. Wales 5. England Voted: 0

7 Who is going to win the Rugby World Cup 2011? 1. Australia 2. France 3. New Zealand 17% 22% 4. Wales 45% 17% Voted: 155

8 What is the percentage of total revenue that will be generated by ancillary/merchandising in 5 years time % % 12% 3. More than 15% 44% 43% Voted: 129

9 Are these things achievable today? of the time? 6% 2. 75% of the time? 3. 5 of the time? 21% 4. Less than 5 of the time? 35% 38% Voted: 105

10 Some of these changes are radical, do you think they are possible in : 1. 2 years 11% 2. 4 years 3. 8 years years 21% 29% 39% Voted: 113

11 Which of the following tools exist today to manage baggage revenue? 1. Full information with differentiated offerings to different customer segments 15% 2. Differentiated offerings for different customers, but little knowledge of impact 3. Just have targets for revenue 21% 4. Baggage is just a cost center 34% 3 Voted: 97

12 How good is the Passenger Experience today? 1. Excellent 5% 2. Good 3. Poor 72% 23% Voted: 107

13 What is the biggest problem facing passengers today? 1. Security 74% 2. Baggage 14% 3. Immigration 12% Voted: 109

14 Self service check-in is now well established across the industry. Which of the following processes would benefit the most from self service? 1. Baggage check-in 36% 2. Travel documents verification 16% 3. Flight rebooking in case of disruption 13% 4. Boarding 13% 5. Baggage recovery 5% 6. Immigration 16% Voted: 113

15 How many new contacts did you make last night? 1. None Speed Dating 5. Minus One

16 How many new contacts did you make last night? 1. None Speed Dating 2% 5. Minus One 4% 21% 25% 49%

17 Has Self-service gone far enough? 1. YES 2. NO 26% 74%

18 Can airline travel be both Fast and Secure? 1. YES 2. NO 74% 26%

19 Self service check-in is now well established across the industry. Which of the following processes would benefit the most from self service? 1. Baggage check-in 5 2. Travel documents verification 17% 3. Flight re booking in case of disruption 17% 4. Boarding 17% 5. Baggage recovery 6. Immigration

20 0:00 Should passenger information be used for Security Screening purposes? 1. YES 2. NO 89% 11%

21 0:00 Should airlines be responsible for collecting and transmitting passenger data? 1. YES 2. NO 49% 51%

22 Does the current security checkpoint meet our future needs? 1. YES 2. NO 16% 84%

23 Should you have the choice of screening at security checkpoint which of the following would it be: 1. Being hand searched by an officer 33% 2. Going through a body scan 67%

24 0:00 Do you use the new revenue stream for baggage to improve baggage handling quality? 1. YES 2. NO 31% 35% 3. DON T KNOW 34%

25 0:00 Do you have baggage quality as a top focus area within your organization? 1. YES 2. NO 3. DON T KNOW 14% 34% 52%

26 0:00 Do you proactively follow your passenger s baggage from start to finish destination? 1. YES 2. NO 21% 5 3. DON T KNOW 29%

27 0:00 Do you have online tools to give you information about baggage handling within your travelling network? 1. YES 2. NO 3. DON T KNOW 12% 26% 63%

28 0:00 What baggage handling savings do you believe can be made within your organization? 1. Less than 10 % 2. About 5 3. More that 9 8% 29% 28% 4. Don t Know 35%

29 0:00 Will baggage quality metrics be useful? 1. YES 2. NO 4% 3. UNSURE 14% 82%

30 What are the airline advantages of baggage quality monitoring? 1. Better customer service through improved tracking 2. Greater operational efficiency 3. More information for planning operations 6% 4. Ease of enforcing and monitoring SLAs 6% 3 58%

31 Such a system of metric gathering will have costs associated, should these be met by: 1. Government 2. IATA 3. Airports 4. Airlines 5. Passengers

32 One of the aims of baggage quality is to reduce the current operational costs of baggage handling. Can costs be reduced by: 1. < >5

33 Do you believe in a baggage quality program where award and help is the foundation? 1. YES 2. NO 3. UNSURE

34 Who do you think is primarily in charge of baggage quality handling? 1. The passenger 2. The airport 3. The airlines 4. The handler 5. Don t know

35 Innovative Distribution Channels: An Industry Transition? 1. YES 2. NO

36 0:00 Are you familiar with the Baggage Improvement Program? 1. Yes, taken part in the program 2. Yes, both self-help and 1 to 1 3. Yes, Self-help 4. Yes, 1 t o1 5. No 6% 7% 2 31% 35%

37 0:00 Is baggage still an industry priority? 1. YES 2. NO 85% 15%

38 0:00 Do airlines invest enough in baggage handling technology? 1. YES 2. NO 19% 81%

39 0:00 What do passengers expect from baggage handling? 1. Guaranteed delivery, tracking and pro-active service 2. Basic tracking information about the bag 5% 3. Notification just when bags are mishandled 4. Nothing 15% 77% 3%

40 What types of efficiencies are possible in baggage mishandling? 1. A 1 reduction 14% 2. A 2 reduction 3. A 5 reduction 4. A 8 reduction 2 23% 43%

41 What are the most effective solutions to baggage mishandling? 1. Staff re-training and awareness 2. Baggage tracking solutions 3. Passenger education initiatives 4. Airline internal communications 5. All the above

42 Where do most mishandlings take place? 1. Transfer 2. Check-in 3. Arrivals 4. Security 5. Make up and Loading

43 Audience Question (Open Ended) What has your organization done to reduce baggage mishandling in 2011? 8

44 Has charging for bags reduced mishandling? 1. YES 2. NO 3. DON T KNOW

45 Audience Question (Open Ended) Would you like to participate in the BIP2012? If not, why? 10

46 What service feature has the highest impact on overall satisfaction in Economy class on long-haul flights? 1. Quality of food and beverage 11% 2. Quantity of food and beverage 8% 3. Legroom 81%

47 What service feature has the highest impact on overall satisfaction in Economy class on long-haul flights? 1. Quality of food and beverage 2.Quantity of food and beverage 3. Legroom 2

48 0:00 Which of these factors has the most influence on dissatisfaction with the travel experience? 1. Seat comfort 2. Responsiveness of the cabin crew 3. Meal and snack quality 8% 44% 48%

49 Which of these factors has the most influence on dissatisfaction with the travel experience? 1. Seat comfort 2. Responsiveness of the cabin crew 3. Meal and snack quality 4

50 What attribute is the most crucial Key attribute to passenger satisfaction or dissatisfaction? 1. Inflight food and beverage 1 2. Inflight cabin features 24% 3. Value for money 65%

51 Which attribute is the most crucial Key attribute to passenger satisfaction or dissatisfaction? 1. Inflight food and beverage 2. Inflight cabin features 3. Value for money 6

52 0:00 Highest priority reason for selecting an airline for business class? 1. Most Convenient Schedule 2. Value for Money 3. Lowest Fare 3% 4. Frequent Flyer Program 5. Seat 15% 2 25% 37%

53 Highest priority reason for selecting an airline for business class? 1. Most Convenient Schedule 2. Value for Money 3. Lowest Fare 4. Frequent Flyer Program 5. Seat 8

54 Highest priority reason for selecting an airline for economy class? 1. Lowest Fare 2. Most Convenient Schedule 3. Frequent Flyer Program 4. Inflight Service 5. Part of a Tour Package

55 Highest priority reason for selecting an airline for economy class? 1. Lowest Fare 2. Most Convenient Schedule 3. Frequent Flyer Program 4. Inflight Service 5. Part of a Tour Package 10

56 How you feeling today? 1. Upbeat 47% 2. Downbeat 4% 3. Wanna go home 49%

57 Which 1 of these 5 goals do you believe is the most critical one for the industry? 1. A new Industry Distribution Capability 2. New rules for data ownership 3. Real time mobile information 4. A hassle free journey 5. A connected journey

58 In which one of these goals do you think IATA could make the most difference? 1. A new Industry Distribution Capability 2. New rules for data ownership 3. Real time mobile information 4. A hassle free journey 5. A connected journey

59 From 2004 to 2008, eticket transformed the industry. In which one of these areas do you believe we will see major transformation by 2020? 1. A new Industry Distribution Capability 2. New rules for data ownership 3. Real time mobile information 4. A hassle free journey 5. A connected journey

60 Where do you believe the World Passenger Symposium has been most valuable to you? 1. Networking 2. IATA Expert Corner 3. Speakers and topics covered 4. Exhibitors 5. Checkpoint of the Future display

61 Which of the following platforms should IATA focus on? 1. EMD / Ancillary Revenue 2. Baggage Improvement Program 1% 3. Fast Travel 4. New Distribution Standards and Infrastructure 5. Super PNR (Calendar) 3% 8% 6. Passenger Data Validation Accessibility and Pre-Clearance 7. Fast and Secure Baggage 9% 24% 24% 31%

62 What format would you prefer for next year s WPS? 1. Same format, 5 days 23% 2. 3 Days: plenary session followed by parallel streams (Customer / Commercial) 3. 3 Days: Plenary Session Only 55% 21%

63 Where should we hold the 2012 World Passenger Symposium? 1. Europe 2. The Gulf 3. North America 4. South America 5. Africa 11% 17% 19% 25% 28%

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