15 OCTOBER 2012
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Airline passengers want more control of their journey and are looking for more self-service and mobile-based offerings to reduce stress during travel according to the 2012 SITA/Air Transport World Passenger Self-Service Survey. It reports that 70% of passengers now carry smartphones, which is fuelling 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: “Nearly everyone surveyed said they would welcome any queue-busting services and 89% voted self-boarding as their top technology”.
Violante continued: “The number of passengers with smartphones has 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”. www.sita.aero
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