Passenger Self-Service Survey 2012

What do passengers want?

This year marks the 7th Passenger Self-Service Survey, co-sponsored by Air Transport World and SITA. Carried out at six major international airports in key regions of the world, the survey represents passenger opinions about technology used throughout the journey. It provides valuable insights into future IT strategic thinking and trends across the air transport industry.

The 2012 Passenger Self-Service Survey addresses the following areas:

  • Do passengers want more self-service?
  • Is mobile self-service at a tipping point?
  • Are passengers ready to buy using mobile phones?
  • Is social media the channel of the future?

Download the free (registration required) highlights booklet below to learn what your passengers really want.

Download the 2012 Passenger Self-Service Survey highlights bookletDownload the 2012 Passenger Self-Service Survey highlights booklet
(3.84 MB)


About the survey

The 7th annual SITA-ATW Passenger Self-Service Survey was conducted in April-May 2012 at six major international airports representing key world regions.

The six airports are:

  • Abu Dhabi International Airport
  • Hartsfield-Jackson Atlanta International Airport
  • Beijing Capital International Airport
  • Frankfurt Airport
  • Chhatrapati Shivaji International Airport, Mumbai
  • Sao Paulo Guarulhos International Airport

Respondents profile

The sample is representative of the demographic and airline mix of each airport. Overall combined results are calculated as a weighted average, taking into account the relative passenger traffic of each airport, for a total of over 298 million passengers traveling annually through the six airports. The weighted average does not represent a worldwide weighted average. Results do not reflect the services offered by any individual airport or any specific airline, as close to 40% of interviewed passengers were in transit.

The survey included 2,526 passengers from more than 70 countries. Compared to previous years a higher percentage of business travelers was encountered at all locations, and hence a higher percentage of frequent flyers.

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