Self-service is in and human interaction is out -- or at least that's the case when it comes to booking travel and the airport experience, says the latest SITA research.
The look at trends in passenger IT reveals that almost every flight is now booked using self-service technology. Only 8% of respondents to the research had contact with a human.
The study reveals 75% used a website. While 18% of these say they now intend to move to a mobile app, only 4% say they will seek out a human.
Similar figures are revealed for mobile apps, with only 4% saying they would book via human (agent or contact centre), while 32% say they will switch to a website.
The results, which were presented at the 2016 Air Transport IT Summit in Barcelona, were backed up by figures revealed by Air France-KLM showing that one-in-three tickets is now sold via their brand websites.
The lack of human interaction is also obvious in other areas of the traveller journey, with 91% of those who used self-service technology to check-in saying they will do so again.
That might not sound unusual but the research shows that if a passenger is dissatisfied with the technology, they will seek an alternative technology rather than reverting to a human being.
The majority of passengers, 57%, in the survey checked in for their last flight using a website, kiosk or mobile app. Unsurprisingly, of those intending to switch, it will be to one of the other technologies rather than an airport check-in desk.
The Passenger IT Trends survey also reveals that we're almost at a tipping point towards the majority of people completing check-in prior to arrival at the airport. For their last flight, 43% say they used a website or mobile for check-in.
Currently, mobile apps are the fastest growing check-in channel, with 12% currently using them and 21% say they plan to.
SITA also revisited the human emotion side of its survey, first looked at last year. The 2016 figures show that passengers are at their happiest during booking, dwell time and once on-board the plane.
The study highlights those areas where passengers are most unhappy - during security, passport control and bag collection - but also points out that these are the areas where there are no self-service options.
The research also looks at bag drop in a bit more detail and when it comes to demand for new mobile services, three out of top six wants relate to baggage - 79% say they would use baggage update notifications, 67% say they would like the ability to report mishandled luggage via their device and 65% say they would like to receive baggage collection information.
Other elements on the mobile services wishlist include that almost three-quarters would definitely use flight updates, 70% would use flight fares search and 65% would like to access entertainment on their own tablet.
The online survey includes responses from more than 9,200 people from 19 countries aross the Americas, Asia, the Middle East and Africa.
The full report can be downloaded here.
Related reading:
Airport personas emerge in the quest to improve the passenger experience.
NB: Reporter's travel and accommodation at the 2016 Air Transport IT Summit was supported by SITA.