Many airline passengers prefer interacting with employees

Airline passengers who use mobile phones or self-service kiosks to handle simple tasks at airports, such as checking in for flights or dropping off checked luggage, are happier than customers who prefer face-to-face interactions, according to a new survey from SITA, a company that provides technology solutions to carriers. Self-service options are almost always faster for travellers, and in some cases, passengers using mobile apps may access information easier than airport employees. “Passengers are not just carrying their devices — they are happy to use them throughout the journey,” SITA said in its report. Amazingly, however, a significant number of passengers still rely on airline employees for help at airports, SITA’s survey found. Nearly half of passengers said they usually check-in face-to-face with airline employees in an airport lobby, with 28% using the Web, 15% preferring a kiosk, and 5% using a mobile phone app. Meanwhile, more than four in five customers still speak to an agent to check bags, even though many airlines have self-service bag drops. In its annual survey, SITA asked questions about air travel to more than 7,000 passengers flying full-service and low-cost airlines from 17 countries in the Americas, Asia, Europe, the Middle East and Africa. To participate, a traveller had to fly at least once in the past three months. Over time, SITA predicts more customers will prefer self-service, not only for check-in and baggage tagging, but also for other elements, such boarding, and even post-arrival baggage tracking. According to SITA, travellers have the devices they need to handle most tasks themselves, with 98% carrying at least one mobile device, and 70% carrying two.<br/>