Se estima que las aerolíneas y los aeropuertos gastarán cerca de 33 mil millones de dólares en TI durante este año, de acuerdo a la Encuesta sobre Tendencias de TI en Líneas Aéreas 2017 de SITA. Este sector está concentrando sus inversiones tecnológicas en prioridades similares. La prioridad en la agenda de los directivos tanto de aerolíneas y aeropuertos, son las inversiones en seguridad cibernética y servicios en la nube. Además, están priorizando las inversiones en autoservicio de pasajeros.
La encuesta de SITA a aerolíneas y aeropuertos del mundo muestra que el gasto en TI sigue siendo fuerte. El gasto de las aerolíneas como porcentaje de los ingresos se elevará a un estimado de 3.30% o 24.3 mil millones de dólares en 2017. Para los aeropuertos, el aumento es de un esperado 5.05% para este año o $8.43 mil millones de dólares. De cara al 2018, más del 70% de las aerolíneas y el 88% de los aeropuertos esperan que los gastos de TI aumenten o permanezcan en los mismos niveles que en la actualidad.
A medida que aumenta el gasto en TI, tanto las aerolíneas como los aeropuertos están de acuerdo en que la prioridad número uno para sus inversiones es la ciberseguridad. Casi todos ellos (95% de aerolíneas y 96% de aeropuertos) planean invertir en grandes programas o I+D en iniciativas de ciberseguridad durante los próximos tres años. Esto muestra la alineación en toda la industria sobre la importancia de invertir en esta área.
Ilya Gutlin, Presidente de Air Travel Solutions en SITA, dijo: “La industria del transporte aéreo está pasando por la transformación digital y centrando su atención en la protección de los negocios y los pasajeros, haciéndolos más eficientes; y mejorando la experiencia del pasajero. Los ataques cibernéticos son una amenaza muy real en la industria del transporte aéreo altamente entrelazada, por lo que es esencial crear defensas sólidas. Los servicios en la nube proporcionan eficiencias importantes que desempeñan un papel clave para mantener bajos los costos. Las inversiones en autoservicio mejoran la satisfacción de los pasajeros, ya que acogen la independencia y la eficiencia que ofrece”.
«Cuando se trata de inversión en TI, los aeropuertos y las aerolíneas están alineados para ofrecer un mejor y más seguro servicio a los clientes. Las interdependencias de los sistemas de transporte aéreo son la muestra de las inversiones y mejoras en todas estas áreas, tanto por parte de las líneas aéreas como de los aeropuertos, y seguirán contribuyendo a una sólida industria mundial”, concluyó Gutlin.
Antoine Rostworowski, director de Experiencia y Tecnología de los Usuarios de Aeropuertos, Airports Council International (ACI), dijo: «La encuesta de SITA, que fue copatrocinada por ACI, revela ideas valiosas para nuestra industria. Es alentador ver la alineación de las prioridades de inversión entre aeropuertos y aerolíneas, lo que refleja la colaboración entre la ACI y la IATA en mejores prácticas. La ACI y la IATA tienen iniciativas conjuntas tales como el Control de Fronteras Automatizado, seguimiento de equipaje de extremo a extremo (Facilitación), Intercambio de Datos, Uso Común (Aeropuerto de TI) y Seguridad Inteligente. Socios industriales como SITA y otros también están involucrados en estas iniciativas para hacer los aeropuertos más eficientes y mejorar la experiencia del pasajero».
Los servicios en la nube son otra de las principales prioridades de inversión, ya que el 95% de las aerolíneas y el 85% de los aeropuertos planean invertir en los próximos tres años, continuando la tendencia ascendente que SITA ha registrado desde 2015. El tercer sector clave de inversión, que fue destacado tanto por aeropuertos y aerolíneas, es ofrecer opciones de autoservicio adicionales a los pasajeros.
Las aerolíneas se están enfocando en proporcionar servicios móviles. Hoy en día, la gran mayoría de las compañías aéreas ofrecen check-in (73%), embarque (70%) y notificaciones de estado de vuelo (68%) a través del teléfono móvil; y en 2020 más del 97% planean hacerlo. Un área clave de crecimiento proporcionará actualizaciones de vuelo en tiempo real en las redes sociales, que pasarán del 31% de las aerolíneas a 92% en los próximos tres años.
Proporcionar una experiencia sin fisuras es clave para las aerolíneas. En total, el 94% calificó la racionalización de los servicios en una sola aplicación como una prioridad, con un 58% calificando esto de alta prioridad. Las capacidades y la facilidad de uso de las aplicaciones móviles se están desarrollando rápidamente y un número creciente de aerolíneas planea utilizar el móvil como una herramienta de servicio al cliente, incluso en momentos de interrupción.
En los aeropuertos, los procesos de autoservicio en check-in, el depósito de equipaje y el embarque son cada vez más populares entre los pasajeros y el 89% de los aeropuertos están invirtiendo en estos procesos. Los operadores de aeropuertos tienen un gran interés en mejorar el viaje a través de la terminal y buscan nuevas tecnologías como Internet de las Cosas, beacons y sensores para apoyar sus objetivos. Las ideas de SITA muestran que el 80% está invirtiendo o planeando invertir en estas tecnologías en los próximos tres años. Casi tres cuartas partes, el 74%, están invirtiendo en soluciones de búsqueda y 68% en soluciones para mejorar la personalización para el pasajero.
Desarrollar, mantener y mejorar la relación cliente-marca es un dilema para los negocios que están sumergidos en una gran cantidad de datos e inmediatez.
La IA está siendo aprovechada por la industria de viaje como una oportunidad para atender a sus clientes de una forma más personalizada y más económica.
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Se estima que las aerolíneas y los aeropuertos gastarán cerca de 33 mil millones de dólares en TI durante este año, de acuerdo a la Encuesta sobre Tendencias de TI en Líneas Aéreas 2017 de SITA. Este sector está concentrando sus inversiones tecnológicas en prioridades similares. La prioridad en la agenda de los directivos tanto de aerolíneas y aeropuertos, son las inversiones en seguridad cibernética y servicios en la nube. Además, están priorizando las inversiones en autoservicio de pasajeros.