Passengers and Technology: An Emotional Journey

Date: Wednesday, November 4, 2015 Time: 11:00 AM ET | 4:00 PM UTC

81% of today’s airline passengers are carrying a smart phone, which is becoming an increasingly common denominator in all stages of the air travel journey. In fact, for passengers with carry-on bags only, everything in the entire process—from booking to checking in to dwelling in the airport to boarding the flight to on-board entertainment—can be done with a smart phone. The smart phone can enable airlines and airports to provide end-to-end service to passengers. There is a huge opportunity for airlines to utilize smart phones as the glue across the air travel journey.

In its 10th annual Passenger IT Trends Survey, SITA explored why passengers are not using airline smart phone services at as high a level as might be expected. SITA found that there are human factors in technology adoption that cannot be ignored if airlines and airports are to succeed in engaging effectively with the connected traveler. In this ATW/SITA webinar, experts will discuss how airlines and airports can better understand passengers’ emotions and tailor technology to make air travelers happier.


  • Nigel Pickford - Director, Marketing Operations and Market Insight
  • Pu Faltings Pearl - Head of Group - Human Computer Interaction Group at Ecole Polytechnique Federale de Lausanne (EPFL)
  • Renaud Irminger - Director of SITA Lab

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