Technology Enhances Passenger Satisfaction At Bag Collection And Borders: Report

PASSENGER satisfaction is higher during the airline journey when self-service technologies are used, particularly at bag tag and collection, and passport checkpoints, according to the 2017 SITA Passenger IT Trends Survey, a global survey released by IT provider SITA and co-sponsored by Air Transport World.

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The survey showed that passengers rate their journey highly with an overall satisfaction rate of 8.2 of out 10 but this is boosted even further when technologies such as mobile services and biometrics are used.

Ilya Gutlin, president – air travel solutions, SITA, said, “Passengers are increasingly comfortable with the use of technology in their everyday lives, and they are demanding more services as they appreciate the benefits technology can bring to their journey. Airports and airlines can take note that technology solutions can boost passenger satisfaction every step of the way.”

In the global air transport industry, identity checks are a vital element of the passenger journey. SITA’s survey showed that technology, such as biometrics, can support security while offering a better passenger experience. Automated identity checks at passport control and boarding increases passenger satisfaction.