A survey of passengers at major international airports found widespread acceptance of online booking and check-in, use of self-service kiosks, and growing interest in mobile check-in.
Among the highlights of the 5th Annual SITA/Air Transport World Passenger Self-Service Survey were:
- 74% of interviewed passengers, who made their own travel arrangements, indicated they had booked their flights online;
- 38% of passengers, up from 21% in 2009, said they booked their hotels on an airline website; and
- Although only 3% of passengers said they used mobile check-in on the day of the survey, 58% responded that they are interested in mobile check-in.
Here's a video interview about the survey with
Cathy Stam,
SITA's portfolio marketing director:
httpv://www.youtube.com/watch?v=ewrfWEYx6vs
The survey took place earlier this year at departure gates at eight international airports -- Beijing Airport, Frankfurt Airport, Hartsfield-Jackson in Atlanta, Mumbai International, Moscow Domodedovo, Sao Paulo Guarulhos in Brazil, and OR Tambo Airport in Johannesburg.
Some 2,490 passengers, traveling on 106 airlines, were interviewed.