Open Close

NCR study says most airlines not ready for online, mobile sales

20 March 2014

NCR Corp. (NYSE: NCR) said it has announced the results of its global 2014 traveler experience survey, examining the gaps and regional tendencies for consumer expectations of shopping experiences while traveling versus what is currently available to them.

Revenue from airline amenities and ancillary fees was expected to top USD42bn in 2013. Airports too, now derive up to half of their revenue from non-aero retail and concessions. Yet survey results reveal there may be an even larger opportunity for those travel providers that can deliver the kind of personalized, digital shopping experience consumers get from leading retailers.

NCR´s study shows:

–Thirty-eight percent of respondents are likely to purchase ancillary items like duty free, upgrades and WiFi, before even arriving at the airport via their mobile device.

–Forty percent said they´d be more likely to purchase these kinds of items if offered via mobile or self-service kiosk versus interacting with an agent.

–More than half (55 percent) said they´d be willing to provide personal info for targeted offers such as favorite airport restaurants or retailers.

“The survey shows passengers want to buy more items online, via mobile devices or kiosks when en route,” says Tyler Craig, vice president and general manager, NCR Travel. “Consumers are used to a seamless digital experience when they shop and they´d like a similar experience when they shop while traveling. A few airports globally have fully embraced omni-commerce strategies, but the vast majority could benefit from adopting the best practices we see every day in retail.”

NCR is a leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. Its website is at


If you enjoyed this post, please consider leaving a comment or subscribing to the RSS feed to have future articles delivered to your feed reader.