Passengers becoming more tech-savvy
The number of passengers carrying smartphones has doubled over the last year making them an important tool for travelers wishing to check-in remotely, access flight information on the go, or use an emerging range of flight-related applications, according to a passenger study published today.
The 2011 SITA – Air Transport World Passenger Self-Service Survey found that mobile phone ownership jumped from 28% last year to 54%; 74% of first/business class respondents and frequent flyers were carrying one. At the world’s busiest airport, Hartsfield-Jackson, Atlanta, 75% of survey respondents were carrying one.
Among respondents carrying a mobile device 73% would like to use mobile boarding passes while 17% had already used them at least once. High service availability at Frankfurt International Airport has generated the highest usage with 25% of respondents having used mobile boarding passes once or more.
SITA chief executive officer Francesco Violante said: “We are now entering the era of the mobile-centric passenger, who is not only able to manage his or her journey independently but also expects personal and timely communication from airlines, airports and other providers of travel-related services.
"Smartphone penetration is opening up new frontiers for passenger self-service across key steps of the passenger journey from check-in to boarding. Technology on mobile devices, such as Wi-Fi and Bluetooth connectivity, can be used to improve passenger flow, alleviating areas of passenger concern such as queues at border control and security.”
Some 31% of smartphone holders use mobile check-in frequently or occasionally, while 36% of interviewed first/business class passengers do so. SMS flight information is also growing in popularity. Over 50% of first/business class travelers and frequent flyers receive SMS notifications.
Three out of four smartphone users would connect to a free airport Wi-Fi network, giving an opportunity to provide real-time information through mobile applications to passengers. They want access to trip-related information with 23% willing to pay for these services. The most popular are flight information, 77%; wait times at security, 50%; time to reach departure gate from current location, 40%; location of nearest lounge, 21%; and airport parking, 21%.
By Linsey McNeill
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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