Passengers prefer tech to people – but one size does not fit all, SITA survey shows
View(s):Airline passengers across the globe are so comfortable with technology today that they are choosing to use it rather than interacting with people. This is according to the 2016 SITA Passenger IT Trends Survey, a global survey released today by IT provider SITA and co-sponsored by Air Transport World. SITA’s survey, as explained in a media release issued by the organisation, shows that 85 per cent of passengers had a positive travel experience, up from 80 per cent last year. Noticeably, passengers are happier at the steps of the journey where they have more choice and control in how they manage their trip. At booking, which they can do online, using a mobile or with an agent, 93 per cent had a positive experience.
Passengers experience the most negative emotions during the security screening, passport control and baggage collection steps of the journey, peaking at nearly one third of passengers at security. These are also the steps with the least number of self-service technology options. Francesco Violante, CEO, SITA, said: “Knowing that passengers prefer using their own devices and self-service technology throughout the journey should encourage airlines, airports and government to examine how they can transform the experience at security, border control and baggage collection.
The technology is available today and the industry can be confident that it will be welcomed by passengers.” But not all passengers are the same and SITA has analysed the behaviour of four different types – Careful Planner, Pampered, Hyper-Connected and Open-Minded Adventurer. Each profile uses technology in different ways and SITA’s research shows that a ‘one-size fits all’ approach risks alienating some passengers.
Other key findings from the survey include:
- A majority of passengers use some self-service tech on their journey but the end-to-end self-service journey is not yet widespread.
- If passengers have a negative experience, 54 per cent will try a different self-service technology.
- When using mobiles for travel 92 per cent find check-in easy to use.
- Passengers indicate they want more mobile services and baggage notifications are a top priority.
- More than half of passengers using self-service baggage bag-drop plan to use it again.
- ’Hyper-connected’ and ‘Pampered’ passengers are the happiest.
- 92 per cent of passengers are happy during dwell time at the airport but providing poor quality services like food, entertainment and shopping is worse than not providing any.