CAPA-SITA Report: Indian air passengers ready to embrace self-service, mobile and social media

CAPA and SITA jointly released a study on 27-Sep-2013 on the potential for IT to transform the passenger experience in India by 2015.

The research found among other things that, although progress in India has been constrained by financial factors since our first study in 2010, management has now recognised that IT issues are integral ingredients of management strategy - rather than merely an operational matter. This will be essential if the system is to adapt to the high levels of traffic growth envisaged over coming years.

The study combined CAPA's extensive ongoing research and analysis of the Indian aviation sector with SITA's IT domain expertise. Key stakeholders were interviewed across airlines, airports, ground handlers, air navigation services and border protection.

Consumer research consisted of a survey of 500 passengers across six metro airports and qualitative focus group discussions with travellers from a variety of ages, backgrounds and travel experience.