The number of passengers carrying smartphones has doubled over the last year making them an important tool for travelers wishing to check-in remotely, access flight information on the go, or use an emerging range of flight-related applications, according to a passenger study published today.
The 2011 SITA – Air Transport World Passenger Self-Service Survey found that mobile phone ownership jumped from 28% last year to 54%; 74% of first/business class respondents and frequent flyers were carrying one. At the world’s busiest airport, Hartsfield-Jackson, Atlanta, 75% of survey respondents were carrying one.
Among respondents carrying a mobile device 73% would like to use mobile boarding passes while 17% had already used them at least once. High service availability at Frankfurt International Airport has generated the highest usage with 25% of respondents having used mobile boarding passes once or more.
SITA chief executive officer Francesco Violante said: “We are now entering the era of the mobile-centric passenger, who is not only able to manage his or her journey independently but also expects personal and timely communication from airlines, airports and other providers of travel-related services.
"Smartphone penetration is opening up new frontiers for passenger self-service across key steps of the passenger journey from check-in to boarding. Technology on mobile devices, such as Wi-Fi and Bluetooth connectivity, can be used to improve passenger flow, alleviating areas of passenger concern such as queues at border control and security.”
Some 31% of smartphone holders use mobile check-in frequently or occasionally, while 36% of interviewed first/business class passengers do so. SMS flight information is also growing in popularity. Over 50% of first/business class travelers and frequent flyers receive SMS notifications.
Three out of four smartphone users would connect to a free airport Wi-Fi network, giving an opportunity to provide real-time information through mobile applications to passengers. They want access to trip-related information with 23% willing to pay for these services. The most popular are flight information, 77%; wait times at security, 50%; time to reach departure gate from current location, 40%; location of nearest lounge, 21%; and airport parking, 21%.
By Linsey McNeill
