IATA Survey Shows Airline Passengers Like Self-Service

The latest annual Corporate Air Travel Survey conducted by the International Air Transport Association (IATA) shows that not only are passengers accepting high-tech travel options, but also they are demanding even more ways to control their own travel experience.

IATA's survey of over 10,000 active travelers, showed that:

• 89% preferred e-tickets to paper tickets,

• 56% have used the Internet to check-in, and

• 69% have used self-service kiosks.

When asked if they wanted more self-service options, 54% of those responding said yes, and ranked features they plan to use most often in the future in the following order:

1. Online booking (75%),

2. Online reservation changes (69%), Online check-in (61%),

3. E-mail notification service (60%),

4. Printing boarding passes at home (58%), CUSS (common use self-service) check-in (53%),

5. Re-routing of missed or cancelled flights (41%),

6. Remote baggage drop off service (33%),

7. Post-arrival assistance (28%).

Respondents also called for additional self-service options online and at the departure gate:

Online: Eighty-two percent said they want to be able to select or change seats online, 55% also want the ability to change reservations, 49% want the ability to update their frequent flyer information, and 45% want the ability to request upgrades.

At the Departure Gate: Sixty-two percent want the ability to obtain last minute upgrades using self-service, 46% want to be able to change seats,  27% want the ability to obtain transfer information, 21% want the ability to get frequent flyer information, and 19% want the ability to check-in additional baggage.

Detailed charts including regional breakdowns are available in a pdf format. 11-25-2007.

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