Passenger Self-Service Survey 2008
SITA is pleased to share the key findings from the Passenger Self-Service Survey 2008 survey, which you will find in the Passenger Self-Service Survey 2008 highlights.
The survey is based on data extracted from interviews conducted earlier this year with 2,143 passengers at the departures gates of six major international airports across five continents, and gives a unique insight into the habits of air passengers, including those in emerging markets who have never participated in the survey on this scale before.
Among the highlights of the survey are ...
- For the first time a majority of passengers surveyed (57.6%) booked their ticket online indicating that the Internet is now the reservation channel of choice for many passengers and represents a significant tipping point for the industry.
- There is a growing demand for additional functionality in the self-service domain. 67% of passengers expressed a positive attitude for modifying their reservation on-line or reporting a missing bag at a kiosk.
- Ancillary services represent a real opportunity for airlines to act as trusted e-commerce travel service providers. The proportion of passengers willing to use airlines' websites frequently to book hotel rooms, for example, is expected to almost double in the coming years.
For additional survey findings and details, make sure you download the SITA sponsored webcast: "Passenger Self Service Trends and adoption" from 7 October, 2008.
Gain a unique snapshot of the adoptions of "self-service" technologies through the measure of "actual" usage by passengers. Receive interesting insight into passenger preferences and willingness to use technology throughout their travel experiences in the future.
Plus, hear about Mumbaï International Airport's experience in deploying self-service alternatives on- and off-airport, as well as its plans for self-service expansion in the future.
Event detail
Speakers: Dominique El Bez, Director Portfolio Marketing, SITA
T P Anantheswaran, Head of Information Technology, Mumbai International Airport Pvt. Ltd.
Moderator: Aaron Karp, Air Transport World Senior Editor
Duration: 1 hour
Requirements: Web connection, computer audio capabilities (audio for this meeting will be streamed)
We welcome your feedback on these independent research findings. Please email selfservice@sita.aero.
Our thanks go to the airports that participated in helping to create this respected source of self-service insights.
