A survey by international communications and information technology company SITA has found that airports are spending more on upgrades designed to improve customer service and get passengers through airports quickly. SITA is the acronym for Societe Internationale de Telecommunications Aeronautiques.
Geneva-based SITA, which has its U.S. headquarters in Atlanta, surveyed about 100 officials representing 198 airports worldwide at the Airports Council International’s North America Annual Conference in San Diego.
Results released Oct. 17 show that airports spent an average of 4.4 percent of revenues on IT upgrades in 2010, compared to 3.6 percent the previous year. Eighty-one percent of the airports surveyed expect their IT budgets to remain static or increase in 2012.
Sixty-three percent of respondents noted “improving customer service” as the top reason for increasing IT expenditures.
Ilya Gutlin, SITA’s vice president for airport solutions, said in a news release that the majority of the improvements are focused on providing mobile and self-service passenger options that allow them to move through the airport quickly.
Hartsfield-Jackson Atlanta International Airport has been in the forefront of these developments, according to earlier SITA surveys.
Customer service-focused investments at Hartsfield in 2010 included launching a mobile device-friendly website and installing check-in kiosks at the rental car facility not specific to any one airline.
For more information visit www.sita.aero.
