Airlines and airports in China are moving to another level of passenger service. They are embracing artificial intelligence and automation to provide the hyper-personalized self-service experience their passengers are demanding.
According to the SITA 2019 China IT Insights, China’s airlines and airports are using these technologies to expand mobile services and automating the journey with self-service every step of the way.
A key technology that is attracting investment is artificial intelligence (AI). SITA’s China IT Insights reveals that 88 per cent of both airlines and airports are planning major programs, or R&D, with AI by 2022 and they are focusing on virtual agents and chatbots. This investment matches the demands from passengers; SITA’s research of passengers in China shows that 64 per cent of them want a digital travel concierge. Already nearly half (43 per cent) of airlines in China have AI-driven chatbot customer services and the planned investment should see the availability of them rising quickly over the coming years.
May Zhou, Vice President and General Manager of SITA China, speaking at the SITA China Air Transport IT Summit in Nanning, said, “China’s airlines and airports have a strong record in embracing technology and automation to drive efficient operations and high levels of passenger services. Now they are moving to the next level where they will harness artificial intelligence to deliver more services, faster and to more people.”
For passengers of China’s airlines and airports, self-service has reached a strong level of maturity, but a step-change is coming as biometrics is being adopted. Today, 27 per cent of airports have self-boarding gates using biometrics with travel documents but in just three years this will jump to 66 per cent. And more than half of the airports have plans for secure single biometric tokens for all touch points by 2022. Airlines too are committing to self-boarding gates using biometrics with ID, 60 per cent are planning to use them driving a secure and seamless passenger experience right through the airport with the next three years.
Zhou added, “The adoption of self-service by passengers across China has been very encouraging for airlines and airports. At SITA, we see many in the industry who are now ready and planning to add biometrics to bring self-service to the next level.”
Mobile services are vital to meet China passengers’ demands and by 2022, all airlines and 93 per cent of airports are planning investments in them. Services including flight discovery, airline offers, check-in and flight status notifications via mobile are already provided by all airlines. One fifth are also using mobiles to sell newspapers, magazines and movies/TV to passengers.
Airports too are investing in mobile services to offer a more personalized experience for passengers. Services including, notifications about flight and airport status, and customer relationship management are well established and are offered by up to 81 per cent of airports. Keeping the passenger informed and connected is not only what China’s airports are providing via mobile, they are also facilitating mobile payments. Close to three quarters enable passengers to buy airport services and allow cashless payments via mobile. This hyper-personalized service via mobile confirms it as a vital tool for China passengers.
The report highlights that blockchain technology is another key area of investment for airlines, today only 24 per cent have major programs, or R&D, planned but this is set to jump to 80 per cent by 2022. This is in line with the recent trends and commitments to blockchain technology in the country.
Ecojet, the world's first electric, commercial airline, has signed an agreement to purchase 22 ZA2000 hydrogen-electric engines from ZeroAvia, with…
Vertical Aerospace has seen its latest VX4 prototype perform its first tethered piloted flight as it begins the “wheels up”…
As many as 260 firm commercial aircraft orders and £81.5bn worth of deals were struck on the first four days…
The first mission-ready F-16 pilots to graduate from the European F-16 Training Center (EFTC) in Romania were honoured today. This…
The NATO Support and Procurement Agency (NSPA) has awarded Airbus Helicopters a contract to lead a concept study as part…
Turkish Technic, a global maintenance, repair, and overhaul (MRO) company, has recently signed a Component Support Agreement with Citilink, a…
Following its firm order of 20 A330neo aircraft at the 2024 Farnborough International Airshow, Vietjet has entered into significant agreements…
NASA Langley Research Center has awarded a contract to Terma to improve the data management and operational efficiency of its…
With the advanced air mobility (AAM) industry on the verge of take-off, there has been a concerted effort by companies…
Magellan Aerospace Corporation (Magellan) has inked a Memorandum of Understanding (MOU) at the Farnborough Airshow with the Indian firm, Aequs…
ZeroAvia and KLM Royal Dutch Airlines will work towards a demonstration flight using ZeroAvia’s ZA2000 zero-emission, hydrogen-electric engines for large…
Pratt & Whitney has received more than 950 GTF engine orders and commitments since the beginning of the year. Airlines…
Triumph's Thermal Systems Division has been awarded a long-term-program contract to design, manufacture and support the precooler system for the…
Pratt & Whitney and OGMA Indústria Aeronáutica de Portugal , an Embraer company, have announced the induction of the first…
Abra Group has signed a Memorandum of Understanding (MoU) for five A350-900 aircraft, aiming to expand its international long-haul operations…
Saudi Arabia’s low-cost carrier flynas has signed a Memorandum of Understanding (MoU) with Airbus for 75 A320neo family aircraft and…
Thai Airways International Public Company Limited (THAI) has signed a six-year agreement with GE Aerospace to extend their TrueChoice Service…
AirAsia Aviation Group and AirAsia X, two of Asia’s largest low-cost carrier groups, have strengthened partnerships with SITA, adopting SITA…
AAR, a provider of aviation services to commercial and government operators, MROs, and OEMs, has entered into several long-term distribution…
J&C Aero, an EASA-certified international cabin interior hub, has successfully completed a full cabin modernisation of a Boeing 757-200, equipping…
Hours after it signed a contract with Australian company Wilbur Air, Spanish electric aircraft manufacturer Crisalion Mobility announced that it…
In a significant milestone for the D328eco programme, German OEM Deutsche Aircraft has commenced the construction of the first test…
British cargo airline, One Air, has marked its first year of operations by connecting 28 global airports and transporting over…
Liebherr-Aerospace and AAR have announced the signing of a General Terms Agreement (GTA). Under this agreement, Liebherr will grant licence…
EirTrade Aviation, the global aviation asset management and trading company, has begun disassembling its first B777-300ER in Knock, Ireland. The…
JEKTA Switzerland, the developer of the zero-emissions PHA-ZE 100 amphibious aircraft, has signed an agreement with Seaplane Asia to add…
Embraer announced a significant development for Brazilian air traffic during the Farnborough International Airshow. Atech, an Embraer Group company specialising…
Boeing and Ryanair, Europe’s largest airline group, are set to enhance the efficiency of Ryanair’s primarily 737 fleet by incorporating…
Specialist regional aircraft lessor TrueNoord has secured a new five-year term loan with BayernLB. This agreement strengthens TrueNoord’s relationship with…
LanzaJet, a sustainable fuels technology company, has received a strategic investment from Airbus to help expand LanzaJet’s ethanol-to-sustainable aviation fuel…
Headquartered in Singapore with reporters spread across all major regions, GBP Aerospace & Defence is a leading media house that publishes three publications that serve the aerospace and defence sector - Asian Defence Technology, Asian Airlines & Aerospace and Daily News. Known industry-wide for quality journalism, GBP Aerospace & Defence is present at more international tradeshows and exhibitions than any other competing publication in the region.
For over three decades, our award-winning team of reporters has been producing top-notch content to help readers stay abreast of the latest developements in the field of commercial aviation, MRO, defence, and Space.
Copyright 2024. GBP. All Rights Reserved.
Home Defence & Security Space Commercial Aviation Maintence Repair & Overhaul Daily News Events About Us
2024 GBP all rights reserved.