Aviation

Passengers loving self-serve tech at airports

Passenger satisfaction is higher during the airline journey when self-service technologies are used, particularly at bag tag and collection, and passport checkpoints.

This is according to the 2017 SITA Passenger IT Trends Survey, a global survey released today by IT provider SITA and co-sponsored by Air Transport World.

The survey shows that passengers rate their journey very highly with an overall satisfaction rate of 8.2 of out 10 but this is boosted even further when technologies such as mobile services and biometrics are used.

Ilya Gutlin, President, Air Travel Solutions, SITA, said, “Passengers are increasingly comfortable with the use of technology in their everyday lives, and they are demanding more services as they appreciate the benefits technology can bring to their journey.

“Airports and airlines can take note that technology solutions can boost passenger satisfaction every step of the way.”

In the global air transport industry, identity checks are a vital element of the passenger journey.

SITA’s survey shows that technology, such as biometrics, can support security while offering a better passenger experience. Automated identity checks at passport control and boarding increases passenger satisfaction.

A total of 37 per cent of travelers surveyed by SITA used automated ID control on their last flight. Of these, 55 per cent said they had used biometrics at departure security, 33 per cent for boarding and 12 per cent for international arrivals.

Looking forward, 57 per cent of passengers said they would use biometrics for their next trip.

Passengers who use biometrics are highly satisfied. In fact, they rated the experience 8.4, well above the ratings for face-to-face transactions at passport check (eight) and boarding (8.2), demonstrating passenger acceptance of this secure technology to deliver a seamless journey.

Baggage collection is another area where technology is improving the passenger experience. Airlines and airports are helping to relieve the anxiety of waiting for bags to arrive by providing real-time information to passengers.

On their last flight, more than half (58 per cent) of passengers who checked in bags received real-time bag-collection information upon arrival.

These passengers were happier than those who did not receive any information, rating their experience 8.4 out 10. Passengers are even more satisfied when they receive the information to their mobile devices. SITA’s survey shows that this bumped up satisfaction levels by an extra 10 per cent.

Technology is also driving passenger satisfaction for baggage management earlier in the journey as more airlines and airports offer self-bag tagging. The use of this technology increased satisfaction to a rating of 8.4 out of 10.

Nearly half of all passengers took advantage of a self-service tagging option on their most recent trip, which is a healthy increase from 31 per cent in 2016.

As more self-bag tag options are made available we can expect passenger satisfaction at this point of the journey to increase.

This year’s survey also highlights that as passengers become more familiar using technology during travel, the more likely they are to switch to newer, more efficient platforms. They are increasingly using smarter, mobile-enabled websites to book and check-in.

Airline and airport apps, meanwhile, meet passengers’ desire for new services to help them better manage their journey. They want personalised information about their flight, their baggage and how to find their gate directly on their mobile device.

The appetite for new services using technology is high: three quarters (74 per cent) of passengers say they would definitely use flight and gate alerts pushed to their mobile devices; 57 per cent would use airport wayfinding; and 57 per cent would use biometrics to smooth identification each step of the way.

“Passengers aren’t deciding anymore whether they should use technology but which technology to use. They want to make each step of the journey as easy as possible,” Gutlin said.

“Tech adoption will be driven by both context and usability. For this reason, a clear focus on the end-users’ demands should shape the services airlines and airports offer.”

This is the 12th edition of the SITA/ATW Passenger IT Trends Survey. It was conducted with more than 7,000 passengers from 17 countries across the Americas, Asia, Europe, the Middle East and Africa representing almost three-quarters of global passenger traffic.

Check out more insights here:

2017 Passenger IT Trends Infographic

SEE WHAT PEOPLE ARE SAYING

Leave a Reply

Tourism

STUDY: People from these Aussie states are most likely to plan a holiday this year

As Aussies are asked to travel within Australia to support our challenging domestic tourism market, this research reveals which states may lead the way.

Share

CommentComments

Hotels

Hotel Wrap: Accor, Vibe and Adina to open properties in Melbourne, The Fullerton celebrates IWD + MORE!

There are so many offers, updates and openings in this week’s Hotel Wrap that it took our journo three hours to put it together. Well, that may also be because she spent two-and-a-half hours playing with the office dog.

Share

CommentComments

Travel Agents

Flight Centre’s half-yearly profit nosedives, as Skroo warns of further pain

by Huntley Mitchell

The travel giant has left a bad taste in the mouths of investors, posting a whopping fall in profit for the first half of the 2020 financial year.

Share

CommentComments

Aviation

Air New Zealand’s profit plummets $47 million, as CEO commits to 100-day review

by Huntley Mitchell

Air New Zealand’s new boss certainly has his work cut out for him, after the Kiwi carrier suffered a big drop in first-half profit.

Share

CommentComments

Cruise

Industry veteran named Crystal’s new chief operating officer

Travel Weekly understands staff at Crystal are hurriedly tucking in their shirts, shining their shoes and tidying their quarters in the hope of impressing the company’s new COO.

Share

CommentComments

Road & Rail

Road & Rail Wrap: Osaka’s funny rail videos, UTracks’ half-price savings + MORE!

We’re serving up this week’s Road & Rail Wrap with a spoonful of humour, thankfully sans any dad jokes.

Share

CommentComments

Road & Rail

Apollo Tourism & Leisure’s Aussie RV rentals burnt by bushfires

by Huntley Mitchell

On a more positive note, the ASX-listed company posted record revenue for the first half of FY20.

Share

CommentComments

Aviation

ACCC green lights Qantas-BP partnership, but raises concerns over consumer data

by Ali Coulton

The companies’ new loyalty program entanglement has been given the final tick of approval after the petrol giant jilted Qantas’ main competitor last year.

Share

CommentComments

Destinations

Japan might cancel Olympic Games over coronavirus fears

Olympic authorities have indicated that the Summer Games in Japan could be cancelled if the spread of coronavirus becomes too dangerous.

Share

CommentComments

Wholesalers

Former Wendy Wu Tours boss returns to lead Aussie operation

A familiar face is rejoining the Wendy Wu Tours fold. Do you recognise him?

Share

CommentComments

Aviation

More Tigerair planes removed from fleet, as Virgin posts first-half loss

by Huntley Mitchell

The half-yearly results continue apace, with Virgin’s record revenue and loyalty growth the only bright spots in an otherwise dour performance.

Share

CommentComments

Technology

Airbnb recommends noise-monitoring devices to hosts

Remember when we were all horrified about Airbnb hosts spying on guests? Now the platform is encouraging spying. Well, sort of.

Share

CommentComments