Passenger Self-Service Survey 2009
A valuable tool for gauging subtle - and not so subtle - shifts in the habits of air passengers
SITA is pleased to share the key findings from the Passenger Self-Service Survey 2009 survey, which you can find in this year's highlights.
You can also watch the SITA sponsored Webinar, recorded 8 October 2009, for more insights from the 2009 survey.
This year's survey justifies those airlines who are investing heavily in their Web sites and ancillary service offerings. The proportion of passengers buying ancillary services through airline Web sites is expected to double in the coming years.
In addition, there has been a 20% increase overall in the adoption of self-service facilities, which are seen as an essential part of having a pleasant trip and avoiding queues.
Baggage remains the number one reason passengers might not use a self-service option. Many fail to see the value when they have to go to an agent desk to drop off their bags. However, the number of passengers who see this as an obstacle is dropping steadily year on year.
Other findings include:
- "Receiving checked baggage promptly and safely on arrival" has dropped from the 2nd to the 4th most important criteria associated with a pleasant trip
- The proportion of respondents checking in baggage has decreased from 82% last year to 75.5% this year
- 45% of passengers have a positive attitude towards future use of mobile check-in
- 96% of respondents were carrying a mobile phone (including 26% who were carrying smart phones)
- Security screening is the step of the journey most passengers would like to change (18.2%), followed by dwell-time at the airport before departure (14.8%)
- There is a strong demand for improved Internet access at the airport
For additional survey findings and details, make sure you watch the Webinar from 8 October 2009.
Speakers
Dominique El Bez, Director Portfolio Marketing, SITA
Dominique is responsible for developing and leading the Passenger Self-Service solution line. He focusses on strategy, market analysis and product innovation, ensuring that SITA's portfolio meets the evolving needs of the ATI.
Rico Barandun, Head of e-Services, Swissport International
Rico is responsible for the evaluation and technical solutions to support Swissport stations worldwide. Current projects include the rolling out of self-service applications such as Web / kiosk / mobile applications for check-in and baggage recovery and common bag-drop initiatives.
Moderator
Aaron Karp, Air Transport World Senior Editor
| Duration: | 1 hour |
| Requirements: | Web connection, computer audio capabilities |
We welcome your feedback on these independent research findings. Please email selfservice@sita.aero.
Our thanks go to the airports that participated in helping to create this respected source of self-service insights.
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