Air travelers are happier when tech- nology smooths their way through a journey, and there are opportuni- ties for airports and airlines to see even
more satisfied customers—and more revenue—
by taking advantage of tech-enhanced services.
Tose are some of the key fndings from the 2019 SITA
Passenger IT Insights Survey, co-sponsored by ATW.
Te latest survey, which uses data collected from
7,500 respondents in 19 countries, shows that the number of passengers using automated passport control gates
more than doubled in 2018 to 44%, from 21% the previous year. And the people who used self-scanning gates
reported they were 2.2% more satisfed with the passport
checking experience than those whose documents were
inspected by a human agent.
Te report found that there was little to separate the
partially automated options of ID control via a kiosk and
document-based self-scanning gates.
“Te [automated passport control] technology is there
and in the coming months and years, we’re going to see
it evolving faster,” SITA senior manager-market insight
Christelle Laverriere says.
Real-time baggage notifcation services are also an area
with signifcant growth potential. One quarter of passengers said they had received notifcations about the location of their baggage via mobile devices, and more than
90% said they would or might be willing to use mobile
apps for baggage-tracking in the future.
Tat puts tracking the status of bags near the top of the
passenger wish list for mobile services, just below receiving
alerts about changes to fight times and gate numbers.
Te 25% of respondents who had received baggage
notifcations on mobile devices reported higher satisfaction levels than the 53% who relied on airport displays
and the 26% who were notifed by the public audio announcement service.
“When passengers use services like real-time notifcations the satisfaction is 8.6% higher, moving this part of
the journey to the second highest satisfaction rate,” the
But there is still a way to go before such services are
more widely rolled out across airlines and airports.
“Te industry is not there yet but this shows that there
is potential. If airlines were willing to share more information on how to track bags, this would be great for passengers,” Laverriere says, adding that “bags are emotional
Baggage claim remains a “pinch point in the passenger
journey,” according to the report, and access to informa-
tion on arrival is “key to minimizing stress and frustra-
Interestingly, the use of self-service bag drop technol-
ogy plateaued at 20.5% in the most recent survey, but
SITA attributes this more to a lack of availability than a
lack of interest on the passenger side.
“Passengers can only choose to engage with technology when an airline or airport ofers it. Teir deployment
of solutions at certain steps of the journey may be limited
by regulatory or technical constraints,” the report says.
With more and more people fying and checking bags,
greater investment in self-service bag drop and baggage-tracking technology is of growing importance.
“As airline pricing models evolve, and cabin bag size
policies become less generous, 2018 saw a slight rise in
checked-in luggage over the previous year,” the report
Passengers are more satisfied when
technology eases their experience. BY KERRY REALS
2019 SITA PASSENGER IT SURVEY