Key insights from the study include:
- 64% of airlines are investing in new technology to improve their response to disruption.
- The top reason for airline investment was to “improve our public image” at 70%, well ahead of “to reduce costs” at 34%.
- Airlines pointed to the need for “closer integration of our own operational systems to gain a holistic view of disruption” as the top capability to improve their response.
- Airport leaders reported a “lack of common technology that brings stakeholders together” as their top challenge when responding to disruption (50%).
- A third of airport leaders pointed to “last minute provision of information from airlines” as a persistent challenge.
- All airports surveyed confirmed they are planning to invest in technology at their operational control centers to better manage disruption. A quarter plan to do so in the next 12 months.
However, Mattig said, he does sense a real determination across the industry “to put historic commercial tensions to one side and deliver a better, more joined-up and traveler-centric approach to disruption that’s empowered by shared technology.”