notes. “Four out of five travelers checked
bags, with the majority (56%) taking a
single piece of luggage.
“Tat equates to some 4. 3 billion bags
being handled annually around the globe,
which puts enormous pressure on bag
drop and collection processes.”
Te passport control and baggage-
tracking findings demonstrate that “across
the journey there are steps where people
are using technology and others where
we’re not quite there yet, either because
the technology is not yet available or be-
cause passengers are not comfortable us-
ing it,” Laverriere says.
With the vast majority of airline passengers carrying a smartphone, tablet or lap-top—or all three—the market is ripe for
ramping up the delivery of real-time, personalized data.
“Not only do passengers carry all these
devices but there is a clear willingness for
them to use them to access more mobile
services that deliver personalized, live information—and travelers are very receptive to the prospect,” the report says.
But the survey shows passengers have a
strong preference for technology they can
control themselves, rather than technology provided by the airport or airline, such
as self-service kiosks.
For example, one area where technology is widely available is the booking process, and this is clearly reflected in take-up
rates, with 85% of survey respondents reporting they had booked their flights via
the internet or a mobile app.
“Passengers seem to be more at ease with
technologies that are broadly within their
own control. At the pre-travel step, more
than three-quarters book their trip online
(77%), and a high proportion check in via
the web (27%),” the report says.
“However, uptake is considerably
weaker when it comes to the use of self-service kiosks—where there is a reliance
on the airline or airport’s technology to
handle the physical aspects of the journey
PASSENGER TECHNOLOGY ADOPTION
OF PASSENGERS USING TECHNOLOG Y (MOBILE, KIOSK, AU TOMATED GATES, WEB) IN 2018
SOURCE: 2019 SITA PASSENGER IT INSIGHTS SURVEY
% OF PASSENGERS USING TECHNOLOGY IN 2018
SOURCE: 2019 SI TA PASSENGER I T INSIGH TS SURVEY
ID control at check-in kiosk
Agent-assisted passport control
Self scanning gates using passport,
boarding pass and biometrics
Self-scanning gates using passport
PASSENGER TECHNOLOGY USE AT PASSPORT CONTROL
OF PASSENGERS USING (OR NOT) TECHNOLOGY FOR IDEN TITY CON TROL IN 2018
SOURCE: 2019 SITA PASSENGER IT INSIGH TS SURVEY
Bag tag Bag
20.5% 23% 26%
PASSENGER TECHNOLOGY USAGE PREFERENCES
ALONG THE JOURNEY