Airline websites take off
A MAJOR survey of passenger habits at six leading airport hubs across five continents has found a 20 percent growth in selfservice check-in options over the past year.
The 4th annual SITA/Air Transport World Passenger SelfService Survey also found that passengers were demanding improvements in security procedures and wanting to spend less time at airports as they check in less baggage.
SITA, the specialist provider of IT solutions to airlines and airports, found that 63.7 percent of those questioned in the survey said convenience as well as price motivated them to book online.
As airlines’ websites become the channel of choice for preflight and post-flight customer services, over 50 percent of passengers interviewed said they were now using airline websites to modify reservations or update frequent flyer information.
The data was extracted from interviews with 2 193 passengers conducted at the departure gates of Hartsfield-Jackson, Atlanta; Mumbai International; Charles de Gaulle, Paris; Sao Paulo Guarulhos, Brazil; Moscow Domodedovo; and OR Tambo, Johannesburg, international airports.