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Mobile services key to traveller experience
Airline passengers want less hassle, less stress and more control over their travel experience, according to the 2012 SITA/Air Transport World Passenger Self-Service Survey.
The survey found that 70% of passengers now carry smartphones, which is fueling the demand for services such as self-boarding and flight information updates on their mobiles.
Self-service continues to be increasingly popular with passengers: almost two thirds used a self-service channel to check-in on the day of the survey, up from just over half last year.
Close to 90% of passengers rated flight status updates on their mobiles and self-boarding as their top self-service technologies.
Francesco Violante, CEO, SITA, said: "What passengers really want is to avoid delays and to be kept informed of what is happening.
"Nearly everyone surveyed said they would welcome any queue-busting services and 89% voted self-boarding as their top technology.”
Violante said the number of passengers with smartphones had risen dramatically over the past year from 54% to 70%.
"We are already seeing the impact at airports with mobile check-in increasing by one third during this period and as many as 21% of passengers have now used a mobile boarding pass.
"We’re now at the tipping point of explosive growth in mobile services offered to passengers, which will give them more control over their journey and reduce stress," Violante said.
The seventh annual SITA/ATW Passenger Self-Service Survey was carried out with a sample of the 280 million passengers who pass through six of the world’s leading airport hubs: Abu Dhabi International, Beijing Capital International, Frankfurt International, Hartsfield-Jackson, Atlanta, Chhatrapati Shivaji International, Mumbai and Guarulhos International, Sao Paulo.
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