Air Travelers Favor Online Services

Air Travelers Want More Online And Self-Service Options

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[ Technology]

Air travelers favor online and automated services and want to take more control of their travel experience according to the International Air Transport Association’s Corporate Air Travel Survey.

The survey found that 89 percent of respondents prefer electronic tickets to paper tickets, 56 percent have used Internet check-in and 69 percent have used self-service kiosks instead of check-in counters. More than half (54%) wanted more self-service options.

Respondents indicated that they planned to use a variety of self-service features in the future. Seventy-five percent will use online booking, 69 percent online reservation changes, 61 percent online check-in, 60 percent an email notification service and 58 percent will print their boarding pass at home.

Giovanni BisignaniThey also preferred more self-service options online and at the departure gate. Eighty-two percent wanted to be able to select or change seats online, 55 percent wanted to be able to change reservations, 49 percent wanted to update frequent flier information and 45 percent wanted to purchase upgrades online. At the departure gate 62 percent would like to be able to receive last minute upgrades, 46 percent make last minute seat changes, 27 percent get transfer information and 21 percent check additional luggage.

"The consumer has spoken and the message is clear," said Giovanni Bisignani, IATA director and general CEO. "Self-service is part of full-service expectations."






Air Travelers Favor Online Services
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