Survey: Indian airlines need to catch up with technology and social media

A survey (not by an airline app manufacturer!) reveals that less than a quarter of travellers have the app of the Indian airlines on their mobile devices. The survey - India Airlines Experience 2013 - was conducted with 2,500 people in the country by TripAdvisor  Key findings from the survey:

Technology catch-up

• 76% respondents indicated that they web-check in ‘sometimes’ or ‘always’, the number was at 80% in 2012
• Only 23% respondents had the app of an airline on their mobile phones
• Among mobile app users, top three popular operations were: Web check-in, checking flight options and flight status
• Only 21% respondents said they follow airlines on social media
• Jet Airways, IndiGo and Spice Jet were the top domestic airlines that people follow on social media

Fare display trend

• 37% of respondents are comfortable with bundled/consolidated fares
• 24% said they do not mind paying basic fare and adding items as per their needs
• 14% said unbundled fares are great for solo or overnight business travellers with minimum luggage, but not for a family going on a holiday
• 50% of respondents think domestic airlines are not transparent about all the fare components, for example: Cost of meal, extra baggage costs, etc. In 2012, this number was at 42%.

In-flight entertainment Below are the top three in-flight activities for passengers:

• Book – 59%
• Usage of iPad/tablet – 40%
• Usage of iPod/portable music player – 31%

Most and least preferred airlinesIndiGo airlines emerged as the most favorite domestic airline for:

• On-time performance
• Value for money
• Landing/ take-off quality
• Time taken to deliver baggage
• In-flight maintenance

Jet Airways was rated as the next favorite airline based on:

• In-flight entertainment
• Website experience
• Check in process at the airport
• Ground handling
• Cabin crew appearance (staff grooming, uniform etc)
• Seat comfort/legroom
• In-flight food/beverages

However, India's national carrier Air India was selected as the least favourite domestic airline for three years in a row. NB: Mobile image via Shutterstock.