SITA survey finds passengers increasingly prefer self-service
A clear message from the 2016 SITA Passenger IT Trends Survey is that passengers prefer technology-delivered over people-delivered service. The survey indicates that 91% of passengers using self-service technology at some stage of their air travel journey will repeat the experience. “Once people are converted from person-to-person interaction to using self-service technology for travel steps, few want to go back,” the survey concludes. The survey found that “even if a passenger is not satisfied with self-service technology, they tend to try an alternative one rather than revert to human contact.” The survey found that 92% of passengers are using technology to make their flight bookings (75% via a website, 16% using mobile apps and 1% using airport kiosks), with 43% using off-airport web or mobile check-in. <br/>
https://portal.staralliance.com/cms/news/hot-topics/2016-05-26/general/sita-survey-finds-passengers-increasingly-prefer-self-service
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SITA survey finds passengers increasingly prefer self-service
A clear message from the 2016 SITA Passenger IT Trends Survey is that passengers prefer technology-delivered over people-delivered service. The survey indicates that 91% of passengers using self-service technology at some stage of their air travel journey will repeat the experience. “Once people are converted from person-to-person interaction to using self-service technology for travel steps, few want to go back,” the survey concludes. The survey found that “even if a passenger is not satisfied with self-service technology, they tend to try an alternative one rather than revert to human contact.” The survey found that 92% of passengers are using technology to make their flight bookings (75% via a website, 16% using mobile apps and 1% using airport kiosks), with 43% using off-airport web or mobile check-in. <br/>
