The International Air Transport Association (IATA) has unveiled the results of its 2016 Global Passenger Survey, which show that passengers are ultimately looking for technology to improve the travel experience.
Based on 6,920 responses from 145 countries around the globe, the survey provided insight into what passengers want from their air travel experience. The top desires from travelers included arriving at the airport ready to fly; passing through security and border control once without having to remove personal items; being provided with uniquely tailored travel options; and having the same connectivity in the air as on the ground.
The survey revealed that passengers want to be able to undertake more of the traditional airport processes ‘off airport’ by taking advantage of the latest digital self-service options. In 2016 the percentage of passengers who checked-in online and used a mobile boarding pass rather than a printed one increased from 69% in 2015 to 71%.
The majority of passengers were also keen to see the baggage process shaken up with 33% of those surveyed wanting to self-tag their bags and 39% wanting to use electronic bag tags. Other results showed that a considerable number of passengers would like to travel to the airport baggage-free, with 26% wanting their luggage picked up from home and delivered to the airport, and 24% wanting to be able to drop off their luggage away from the airport.
In addition, 61% of passengers expressed interest in tracking their bag throughout the journey – airlines are facilitating this by adopting IATA’s baggage Resolution 753 which tracks bags at major journey points such as loading and unloading.
Pierre Charbonneau, director, passenger and facilitation, IATA, said, “Passengers want to arrive at the airport ready to fly by taking advantage of ‘off airport’ digital self-service options. IATA is helping the industry make this a reality for more travelers through its Fast Travel Program. If the industry meets its internal program goals, then by 2020, 80% of global passengers will have access to more self-service options.”
Nick Careen, senior vice president for airport, passenger, cargo and security, IATA, said, “Passengers want convenience and quick results with their bookings and check-in, a seamless and secure airport experience, and uniquely tailored experiences throughout their journey.
“They are ready to embrace the benefits of new technology when it comes to enhancing their travel experience. Airlines and airports that recognize this and provide passengers with easy-to-use mobile services, self-service options and one-stop security checks will improve the travel experience and passenger satisfaction.”
To gain access to the full IATA report click here www.iata.org/gps