Airline passengers call for more self-service

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The International Air Transport Association ( IATA ) released its annual Corporate Air Travel Survey of over 10,000 active travellers, which shows that not only are passengers accepting high-tech travel options, but also they are demanding even more opportunities to take control of their travel experience.

 

Detailed results showed that:

§      89% of responding travellers preferred e-tickets to paper tickets

§       56% had experienced internet check-in and

§       69% had used self-service kiosks

 

When asked if they wanted more self-service options, 54% said yes with positive results from all regions:

§         64% in Africa and the Middle East

§         57% in the Americas

§         53% in Europe and

§         51% in Asia Pacific

 

"The consumer has spoken and the message is clear. Self-service is part of full-service expectations. And airlines are responding with technology that gives travellers greater convenience and more options to control their travel experience" said Giovanni Bisignani, Director General & CEO of IATA.

 

Respondents ranked the self-service features they plan to use most often in future:

 

1.       Online booking (75%)

2.       Online reservation changes (69%)

3.       Online check-in (61%)

4.       E-mail notification service (60%)

5.       Printing boarding passes at home (58%)

6.       Common use self service check-in (53%)

7.       Re-routing of missed or cancelled flights (41%)

8.       Remote baggage drop off service (33%)

9.       Post arrival assistance (28%).

 

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