Airport Experience® News - Customer Service Issue 2024

DATA CHECK

SMOOTH JOURNEYS Report Shows Impact Of Tech Amidst Air Travel Demand Surge

BY CAROL WARD

Percent Of Passengers Using Technology At Each Journey Stage

Combined

Web

Mobile

Kiosks

e-Tag

e-Gates

90%

72%

18%

Booking

41%

27%

5%

9%

Bag tag

23%

Bag drop

35%

20%

15%

Identity control

58%

Dwell time

19%

Boarding

53%

On board

14%

3%

22%

5%

Border control

26%

Bag collection

Source: SITA 2024 Passenger IT Insights Report

igital identities will play a massive role in the travel experience of the future, and

in advance to speed up the journey,” SITA said. “This signals the hugely important role digital identities will play in the travel experience of the future.” Technology usage remains high across various touchpoints of the travel journey, with 90% of passengers utilizing technology for booking and relying heavily on mobile devices for booking, dwell- time, and on-board activities, the report shows. Moreover, 64% of passengers said that the most important factor they’d like to see improved in the travel process is shorter waiting times at the airport. “These trends underscore the importance of moving towards greater usage of digital travel credentials (DTCs),” SITA CEO David Lavoral wrote in the report’s executive summary.

D

a growing number of travelers express willingness to share, according to the SITA 2024 Passenger IT Insights report. Travelers see technology as a key to ensuring a smooth and efficient passenger journey, and they’re “eagerly embracing” innovations like mobile-enabled digital travel, the report said, noting high adoption across key stages like booking, dwell time, and baggage collection. “Taking this a step further, three of four passengers surveyed reported being comfortable with having their passport stored on their phone through a secure Digital Travel Credential and sharing this

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AX NEWS OCTOBER/NOVEMBER 2024