Making Progress

Despite financial challenges, U.S. airlines have made progress on several customer-service fronts

Flight Cancellations (as % of scheduled domestic departures)

Taxi-Out* Times > Three Hours (per 10,000 domestic departures)

On-TimeArrival Rate (% of domestic flights within 15 minutes)

Involuntary Denied Boardings (per 10,000 passengers)

Mishandled Bags (per 1,000 domestic passengers)

Customer Complaints (per 100,000 systemwide passengers)

2.16 2.20 73.4 1.12 7.05 1.38 1.96 1.85 76.0 1.11 5.26 1.13 1.39 1.35 79.5 1.19 3.91 0.97 1.76 0.19 79.8 1.09 3.57 1.20 m SOURCE: Air Transport Association (www.airlines.org) (first half)

2.58 0.12 76.7 0.87 3.57 1.16

Time elapsed between departure from the origin airport gate and wheels off; effective October 2008, BTS monthly reports on tarmac times included, for the first time, data from flights that were subsequently canceled, diverted, and/or had multiple gate departures (seewww.transtats.bts.gov/TARMAC).

t SOURCE: Outside the[Domestic] Box Demand for Air Travel Boeing Forecast of Annual Traffic Growth (%), 2009–2029 +7.3% +7.2% +6.8% +6.5% +5.7% +4.9% +4.3% +4.1% Projected Annual Growth (%) to/from North America +3.0% +2.8%

Sabre Travel Network’s

Biannual Mobile Survey of Business Travelers

(www.sabre- holdings .com)

Business Expectations

Travelers’ Mobile Phone

want to receive destination- specific offers from local

63%

businesses—an 85% increase from 2009.

use their smart- phone daily to view or receive advertisements —a 95%

47%

increase from 2009.

are interested in the ability to view hotels on a map—an

72%

increase of26% from 2009.

t SOURCE:

Air Transport Association

(www.airlines.org) www.pcma.org

“Consumers already rely on their mobile devices to help them navigate their way through cities around the world. In the future, they’ll look for mobile services that are not only location-based but contextually aware, such as airport navi- gational tools with the ability to find in- airport businesses but also have deals and offers pushed to their smartphone.”

—Chris Kroeger, senior vice

president of Sabre Travel Network

pcmaconvene November 2011

65

Africa Middle East

South America Southeast Asia China

Oceania Europe

Central America Northeast Asia North America

2007 2008 2009 2010 2011