Airline passengers prefer e-tickets, more self-service

GENEVA – Airline passengers across the world are opting for more self-service in the issue of tickets like Internet check-in, e-tickets and self service kiosks at airports and other business centres, a global survey reveals.

The International Air Transport Association (IATA) in its annual Corporate Air Travel Survey of over 10,000 active travellers has found that 89% of the respondents 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,” Giovanni Bisignani, Director General & CEO of IATA was quoted as saying in an IATA statement.

Respondents ranked the self-service features they plan to use most often in future: Online booking (75%); Online reservation changes (69%); Online check-in (61%); E-mail notification service (60%); Printing boarding passes at home (58%); Common use self service check-in (53%); Re-routing of missed or cancelled flights (41%); Remote baggage drop off service (33%) and Post arrival assistance (28%). “The self-service revolution is underway. It’s a win: win situation.

Consumers demand the empowerment of new technology and the efficiencies it creates are critical for an industry that needs to reduce costs,” said Bisignani. Global penetration of electronic ticketing, now at 88%, will be 100% by May 31, 2008.

Over 90 airlines are using bar coded boarding passes; common-use self-service kiosks are operating at 80 airports; and RFID baggage management is live at four airports.