A new survey indicates that air passengers prefer the self-service options offered through technology over completing the same tasks via airline employees. In fact, 55% of passengers reported using some self-service tech for air travel. According to the “2016 SITA Passenger IT Trends Survey” published on May 28, 2016, airline passengers are now so comfortable with technology – especially their own mobile devices – that airlines and airports must offer passengers both choice as well as control.
Tech + Self-Service = Satisfaction
The survey found that passengers are happiest during the steps in the air travel process which permit the most choice and self-control. For example, at booking, which can be done via PC, mobile, or an agent, 93% of passengers report a positive experience. At the opposite end of the spectrum, passengers reported the most negative emotions are experienced during security screening, which permit the least amount of choice and self-control. [···]