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SITA survey reveals increased demand for self-service and mobile technology


SITA survey reveals increased demand for self-service and mobile technology

The latest SITA Passenger Self-Service Survey found that 70% of passengers now carry smartphones, resulting in increased demand for mobile-based services such as live flight information updates.

The 2012 SITA Passenger Self-Service Survey has revealed that passengers want more self-service and mobile-based offerings to help improve the travel experience.

The annual survey – which included more than 2,500 passengers from over 70 countries – found that 70% of passengers now carry smartphones, which is fuelling demand for services such as self-boarding and flight information updates.

Self-service continues to be increasingly popular with passengers: almost two thirds used a self-service channel to check-in on the day of the survey, up from just over half last year. Close to 90% of passengers rated flight status updates on their mobiles and self-boarding as their top self-service technologies.

Francesco Violante, CEO, SITA, said: “What passengers really want is to avoid delays and to be kept informed of what is happening. Nearly everyone surveyed said they would welcome any queue-busting services and 89% voted self-boarding as their top technology. It is very clear from our IT Trends Survey earlier this year that airports and airlines are working in the same direction, so we expect to see significant growth in technologies aimed at reducing waiting times.”

He continued: “The number of passengers with smartphones has risen dramatically over the past year from 54% to 70%. We are already seeing the impact at airports with mobile check-in increasing by one-third during this period and as many as 21% of passengers have now used a mobile boarding pass. We’re now at the tipping point of explosive growth in mobile services offered to passengers, which will give them more control over their journey and reduce stress.”

More information can be found here  »

Future Travel Experience Global 2014

FTE Global 2014, which will take place in Las Vegas from 24-26 September 2014, will include the FTE Wearable Technology Forum. This unique forum will provide an invaluable platform for the industry to jointly explore where wearable technology is going next and how airlines, airports, service providers, concessionaires, immigration and security agencies, plus other travel industry stakeholders can take advantage of these new technologies to improve future business performance and passenger experiences.

First-movers will share what they are doing, and the lessons they have learned along the way. Through cutting-edge presentations from leaders in the field and an interactive Q&A debate, it will provide an unrivalled forum for our speakers and audience to explore what's next for wearable technology and what opportunities it presents for the travel sector.

» More information on the FTE Wearable Technology Forum

» More information on FTE Global 2014

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