The 5th annual SITA - ATW Passenger Self-Service Survey is expected to stir plenty of interest in the industry and beyond not least because of the inclusion of two major international hubs for the first time, Beijing and frankfurt, alongside previous participants, Hartsfield-Jackson, Atlanta; Moscow domodedovo; Mumbai International; Sao paulo guarulhos; and or Tambo Airport, Johannesburg.
The eagerness of today’s traveller to utilize self-service technology for all steps of the passenger journey is very evident throughout this year’s results which reflect the habits and attitudes of a representative sample of the 287.6 million passengers who use these seven important international gateways.
The survey shows that online booking is now almost universally adopted. online and kiosk self-service are also nearing their full potential while passengers are now aspiring towards automation for security checks, boarding, flight transfer and baggage claims.
One emerging issue for the industry is how to empower passengers when it comes to printing bag tags and dropping off their luggage without having to wait in line. close to half of the survey respondents who checked in at a desk rather than on-line did so because of the need to check in a bag.
About 70% of the 2,490 passengers we interviewed – travelling on 106 airlines – told us they would tag their own bag if they could and . . . continued
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