Mobile services key to traveller experience
Airline passengers want less hassle, less stress and more control over their travel experience, according to the 2012 SITA/Air Transport World Passenger Self-Service Survey.
The survey found that 70% of passengers now carry smartphones, which is fueling the demand for services such as self-boarding and flight information updates on their mobiles.
Self-service continues to be increasingly popular with passengers: almost two thirds used a self-service channel to check-in on the day of the survey, up from just over half last year.
Close to 90% of passengers rated flight status updates on their mobiles and self-boarding as their top self-service technologies.
Francesco Violante, CEO, SITA, said: "What passengers really want is to avoid delays and to be kept informed of what is happening.
"Nearly everyone surveyed said they would welcome any queue-busting services and 89% voted self-boarding as their top technology.”
Violante said the number of passengers with smartphones had risen dramatically over the past year from 54% to 70%.
"We are already seeing the impact at airports with mobile check-in increasing by one third during this period and as many as 21% of passengers have now used a mobile boarding pass.
"We’re now at the tipping point of explosive growth in mobile services offered to passengers, which will give them more control over their journey and reduce stress," Violante said.
The seventh annual SITA/ATW Passenger Self-Service Survey was carried out with a sample of the 280 million passengers who pass through six of the world’s leading airport hubs: Abu Dhabi International, Beijing Capital International, Frankfurt International, Hartsfield-Jackson, Atlanta, Chhatrapati Shivaji International, Mumbai and Guarulhos International, Sao Paulo.
Ian Jarrett
Vegas’s Billion-Dollar Secrets – What They Don’t Want Tourists to Know
Visit Florida’s New CEO Bryan Griffin Shares His Vision for State Tourism with Graham
Chicago’s Tourism Renaissance: Graham Interviews Kristin Reynolds of Choose Chicago
Graham Talks with Cassandra McCauley of MMGY NextFactor About the Latest Industry Research
Destination International’s Andreas Weissenborn: Research, Advocacy, and Destination Impact
Graham and Don Welsh Discuss the Success of Destinations International’s Annual Conference
Graham and CEO Andre Kiwitz on Ventura Travel’s UK Move and Recruitment for the Role
Brett Laiken and Graham Discuss Florida’s Tourism Momentum and Global Appeal
Graham and Elliot Ferguson on Positioning DC as a Cultural and Inclusive Global Destination
Graham Talks to Fraser Last About His England-to-Ireland Trek for Mental Health Awareness
Kathy Nelson Tells Graham About the Honour of Hosting the World Cup and Kansas City’s Future
Graham McKenzie on Sir Richie Richardson’s Dual Passion for Golf and His Homeland, Antigua
ADS PRO 
CCS Insight: eSIMs ready to take the travel world by storm
Germany new European Entry/Exit System limited to a single airport on October 12, 2025
Airlines suspend Madagascar services following unrest and army revolt
Qatar Airways offers flexible payment options for European travellers
Air Mauritius reduces frequencies to Europe and Asia for the holiday season