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Biometric ID checks and baggage alerts key to increasing passenger satisfaction levels

The use of baggage tracking alerts and automated ID checks are helping to boost passenger satisfaction levels, according to SITA’s 2017 Passenger IT Trends Survey.

The report found that arrivals who received real-time baggage updates to their smartphone reported a 10% increase in satisfaction levels. It also found that 57% of passengers would like to use biometric passport checks on their next trip.

Ilya Gutlin, president, Air Travel Solutions, SITA, said, “Passengers are increasingly comfortable with the use of technology in their everyday lives, and they are demanding more services as they appreciate the benefits technology can bring to their journey. Airports and airlines can take note that technology solutions can boost passenger satisfaction every step of the way.”

SITA found that more than half (58%) of passengers who checked in bags now received real-time bag-collection information upon arrival at their destination. Overall, these passengers were happier than those who did not receive any information, rating their experience 8.4 out 10. Interestingly, the survey found that satisfaction levels increased by an extra 10% when travelers were sent baggage information to their mobile devices.

SITA’s survey also showed that 37% of travelers used automated ID control on their last flight, comprising 55% for departure security, 33% for boarding and 12% for international arrivals. Looking forward, 57% of passengers said they would use biometrics for their next trip. Passengers who used biometric technologies rated the experience 8.4, an increase over the ratings for face-to-face transactions at passport check (8) and boarding (8.2).

Overall, the demand for new technologies was high as three quarters (74%) of passengers said they would definitely use flight and gate alerts pushed to their mobile devices; 57% would use airport wayfinding; and 57% would use biometrics to smooth identification each step of the way.

Gutlin added, “Passengers aren’t deciding anymore whether they should use technology but which technology to use. They want to make each step of the journey as easy as possible. Tech adoption will be driven by both context and usability. For this reason, a clear focus on the end-users’ demands should shape the services airlines and airports offer.”

To view the full results of the Passenger IT Trends Survey, click here.

Written by Daniel Symonds

June 27, 2017





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