The 13th annual SITA Passenger IT Insights study, published in late February, shows that air travellers have a positive opinion overall on self-service technology for a seamless journey.
The report described higher customer satisfaction with the use of self-scanning passport gates, mobile alerts, and automated boarding. However, while the number of passengers using automated passport control has more than doubled to 44% since 2017, the use of self-bag drops seems to have plateaued at about 20.5%.
There is also evidence, albeit unquantifiable, to suggest that travellers are less interested when the technology is provided by the airport; for instance at check-in kiosks as opposed to on their mobile phones or at home. About 75% of passengers surveyed said they would use smartphones for gate alerts, and SITA claims that 65% of all passengers go online at some point in the flight process.
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