Airline Passengers Want More Quick Self-Service Options

airline passengers

The Airline Passengers Bill of Rights gave air travelers compensation when bumped, a refund of fees for lost baggage, a ban on hidden fees and more. Now, airline passengers want more control via self-service and mobile-based offerings to reduce stress during travel according a survey released this week.

“What passengers really want is to avoid delays and to be kept informed of what is happening,” said Francesco Violante, CEO, SITA in a Travel Daily News report. “Nearly everyone surveyed said they would welcome any queue-busting services and 89% voted self-boarding as their top technology.”

Among findings in the survey;

  • 79% of passengers use online check-in regularly or occasionally
  • 68% prefer automated bag drop as opposed to checking it with an agent
  • 62% of passengers use social media, a higher rate than the general population
  • It’s not that today’s air traveler is anti-social; 80% of younger travelers (18-24) are active on social media, compared to 39% of the over-55s but neither group really wants to buy travel via their smartphone
  • The number of passengers with smartphones rose over the past year from 54% to 70%, fueling the desire for more self-service options

The Air Transport World (ATW) seventh annual survey was conducted with 2,526 passengers from more than 70 countries, a representative sampling of the 280 million passengers who pass through six of the world’s leading airports each year at Abu Dhabi, Atlanta, Beijing, Frankfurt, Mumbai and São Paulo.

Airline Passengers Fight Over Reclining Seat

[Flickr photo by ericksonkee]