20% growth in passenger self-service check-in across six major airport hubs

SITA, the specialist provider of IT solutions to airlines and airports, said that a major survey of passenger habits at six leading airport hubs across five continents has found 20% growth in adoption of self-service check-in options over the last year and that passengers are demanding improvements in security procedures and airport dwell times as they check-in less baggage.

The survey also found that convenience as much as price is driving on-line booking which is now close to 100% availability in mature markets; 63.7% of those questioned in the survey booked on-line.

Passengers are also spending more through airline web sites on ancillary services such as hotels and car hire and their numbers are expected to double. As airlines’ web sites become the channel of choice for pre-flight and post-flight customer services, over 50% of passengers interviewed are now using airline web sites to modify reservations or update frequent flyer information.
 

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