IATA Survey Shows Airline Passengers Want More Self-Service

The International Air Transport Association reported that the results of its 2007 corporate air travel survey showed that passengers overwhelmingly saw value in new technologies to simplify the travel process. Some 10,000 travelers participated in the survey, which revealed that not only are passengers accepting high-tech travel options, but also demand even more opportunities to take control of their travel experience.

Survey results indicate that 88 percent of travelers prefer electronic tickets from paper tickets, 56 percent have experienced Internet check-in, and 69 percent have used a self-service kiosk. When asked if they required more self-service options, 54 percent of travelers said, “Yes.”

With reference to these results, Giovanni Bisignani, IATA’s director general, said: “The consumer has spoken and the message is clear; self-service is part of full-service expectations and airlines are responding with technology that gives travelers greater convenience and more options to control their travel experience.”

Common-use self service check-in, bar coded boarding passes and one hundred percent electronic ticketing by the start of 2008 are three of IATA’s five Simplifying the Business projects.

IATA’s Simplifying the Business program, which started in 2004, is the platform for global standards in technology and processes to improve the travel experience. Global penetration of electronic ticketing, now at 88 percent, is anticipated at one hundred percent by May 2008. Over 90 airlines are already using bar coded boarding passes and common-use self-service kiosks are operating at 80 airports.