Passenger satisfaction at baggage collection jumps to a new high with mobile notifications | SITA

 
Like this post?
get more like it as soon as they are published

Passenger satisfaction at baggage collection jumps to a new high with mobile notifications

Location: London
25 March 2019

Updates at arrivals are an added benefit of baggage tracking

While the adoption of technology has improved passenger satisfaction across the airport journey, the biggest jump by far over the past year was at baggage collection. SITA’s 2019 Passenger IT Insights shows that passengers are demanding more mobile services in relation to their baggage and where these are available, satisfaction levels have surged.

SITA’s research shows that 26% of passengers in 2018 used their mobile device to receive status updates on their baggage at arrival, up from 14% in 2017. At the same time, there is a growing demand from passengers to receive more baggage information via their mobile devices. A majority of passengers said they would definitely use mobile notifications providing information on baggage at arrival while a similar proportion said they would use their mobiles to track their bags or to report mishandled baggage. 

These mobile services have dramatically improved passenger satisfaction levels. In 2018, those travelers who used their mobile to receive updates at baggage collection were 8.6% more satisfied than those who relied on traditional voice announcements or flight information screens for information. In fact, those who relied on traditional voice or screen announcements for updates ranked baggage collection as one of the lowest points in their journey while those receiving mobile updates perceived this step as one where they were most satisfied.

2018 passenger satisfaction rate

2019 Passenger IT Insights © SITA 

Peter Drummond, Director of Baggage at SITA, said: “Today airports and airlines are increasingly tracking bags at key points across their journey. While this tracking data is primarily used to provide better oversight of baggage and reduce mishandling, many operators are providing some, or all, of this information to passengers as a mobile service. This is being done either through the airline or airport mobile app or other notifications such as SMS. 

“As we have seen from the survey, this service has a tremendously positive impact on passengers’ airport experience. It provides a significant positive boost to the way they perceive their travel, while reducing anxiety around baggage. It is a strong endorsement of the benefits of baggage tracking in addition to the improvements in mishandling rates we have already seen where tracking solutions are in place,” said Drummond. Today, airlines using SITA’s technology to track bags are enjoying a significant reduction in the rates of mishandling.

A potential force driving adoption of mobile baggage services is the growing number of checked bags in 2018. Drummond added: “More than 4.3 billion bags were checked in by passengers globally. This is an average of 1.2 bags per person, up from 1.08 bags per passenger in 2017. The rise in checked baggage is likely to drive demand for more services as passengers want to know where their bags are at all times. Those airports that track bags across the journey are well placed to offer this service.”

The key findings of SITA’s report are based on a survey of passengers from 19 countries across the Americas, Asia, Europe, Middle East and Africa, representing over 70% of global passenger traffic. This is the 13th edition of the SITA Passenger IT Insights

Back to the top
  • sita tweet
    RT @ozuistanbulhub: https://t.co/e7LIfqwl9d Dr. Carlos KADUOKA, Director of Consulting, SITA ”Digital Everywhere –… https://t.co/siEmCDRurz

    8 hours ago from SITAonline
  • sita tweet
    We gathered some great insights from an informative and productive first day at the #ID4Africa event. We look forwa… https://t.co/oOsudav0f3

    10 hours ago from SITAonline
  • sita tweet
    Emad Muhanna, General Manager for SITA’s Government & Security Business in the MEIA is speaking today at #ID4Africa… https://t.co/5Vt6VcrTIW

    12 hours ago from SITAonline
  • sita tweet
    Your face is your identity. Visit SITA booth B09 at the #ID4Africa event to learn more about the #biometric ID mana… https://t.co/EioNuYSUgv

    16 hours ago from SITAonline
  • sita tweet
    We are at the 5th Annual Meeting of the #ID4Africa movement in Johannesburg this week. The theme for this year’s ev… https://t.co/ce5hNoeI1K

    18 hours ago from SITAonline
  • sita tweet
    Our charity partner @PEASchools recently opened its fourth secondary school in #Zambia's Mungwi District. The… https://t.co/hMT8XmvY3O

    yesterday from SITAonline
  • sita tweet
    RT @phocuswire: VIDEO: Understanding the biometric future for travel https://t.co/YpNppzUgRn via @PhocusWire w/… https://t.co/UMqyMmuNvr

    yesterday from SITAonline
  • sita tweet
    We have an amazing line-up of thinkers for next week’s SITA Innovation Forum, with expertise from @VirginGalactic,… https://t.co/TiVo7r4nxq

    2 days ago from SITAonline
  • sita tweet
    The SITA Innovation Forum, taking place next week, will bring together leading minds from the air transport industr… https://t.co/UnEUVt6Ixx

    2 days ago from SITAonline
  • sita tweet
    Our charity partner @PEASchools recently opened its fourth secondary school in #Zambia's Mungwi District. The… https://t.co/xTw5By847L

    3 days ago from SITAonline
  • sita tweet
    The SITA Air Transport Community Foundation won Silver in the “Best Foundation” category at the 2019 #CEAwards at a… https://t.co/MaZGwtkvt8

    4 days ago from SITAonline
  • sita tweet
    ‘IATA has its sights on a 25% reduction in the global baggage mishandling rate’ | new #blog post by @IATA’s Head of… https://t.co/UQmP3BigUd

    4 days ago from SITAonline
Connect with us