This week’s focus is on SITA’s new survey on passenger IT trends and the partnership between Flight Centre and Airbnb
AVIATION: Self-service technologies boost passenger satisfaction during the airline journey
Technology enhances passenger satisfaction at bag collection. (Image credit: BrianAJackson/iStock)
When we travel we hope to go through all the ‘formalities’ at the airport – from check-in to immigration and baggage collection – as swiftly and hassle-free as possible.
With every passenger using a smart device as an essential travel tool, the demand for more tech-enabled services from airlines and airports is on the rise. The end result is satisfied customers if these needs are met with, reveals the 2017 SITA Passenger IT Trends Survey.
The global survey of over 7,000 passengers from 17 countries found that passengers who have used self-service technologies during the airline journey, particularly at bag tag and collection and passport checkpoints, tend to be more satisfied than those who encountered face-to-face services.
The overall satisfaction rate cited by the respondents is 8.2 out 10, the score boosted especially when technologies such as mobile services and biometrics are used.
Passengers who used biometrics were the most satisfied, rating the experience 8.4, well above the ratings for face-to-face transactions at passport check (8) and boarding (8.2).
Baggage collection is another area where technology is improving the passenger experience. Passengers who received real-time bag-collection information on their mobile devices helped bumped up satisfaction levels by an extra 10%.
In terms self-bag tagging airlines and airports offering this service see an increased in passenger satisfaction to 8.4 out of 10. About 47% of all passengers used a self-service tagging option on their most recent trip, an increase from 31% in 2016.
This year’s survey also points out that as passengers become more familiar using technology during travel, the more likely they are to switch to platforms such as mobile-enabled websites to book and check-in. They also want personalised information about their flight, their baggage and how to find their gate directly on their mobile device.
“The appetite for new tech services is high: 74% of passengers would use flight and gate alerts pushed to their mobile devices; 57% would use airport wayfinding; and 57% would use biometrics to smooth identification each step of the way,” SITA stated in the report. (see chart below)
Ilya Gutlin, president of Air Travel Solutions, SITA commenting on the results said: “Passengers aren’t deciding anymore whether they should use technology but which technology to use. They want to make each step of the journey as easy as possible.
“Tech adoption will be driven by both context and usability. For this reason, a clear focus on the end-users’ demands should shape the services airlines and airports offer.”
Download the full report here.
CORPORATE TRAVEL: Flight Centre gets into bed with Airbnb
Services for users of Airbnb Business travel platform include 24-hour check-in and WiFi. (Image credit: g-stockstudio/iStock)
The corporate division of Flight Centre Travel Group (FCTG) has partnered with Airbnb to provide ts customers with more options when travelling for business.
The deal gives clients of FCTG’s corporate travel brands access to more than three million listings worldwide on the community driven marketplace, access to Airbnb third party booking tool, as well the Airbnb for Business inventory.
Through this partnership the travel manager and the employee taking the trip will be able to see trip details, make changes to the reservation and message the Airbnb host with questions about the listing or neighbourhood.
Corporate brands of the Australia- and New Zealand-based FCTG include FCm Travel Solutions, Corporate Traveller, Campus Travel and Stage and Screen, will have access to Airbnb for Business.
Listings from Airbnb will be available first to Campus Travel and Stage and Screen in the coming weeks before being progressively rolled out to FCm Travel Solutions and Corporate Traveller divisions.
Andrew Flannery, FCTG’s executive general manager of corporate travel, said the agreement would meet customers’ evolving needs and preferences in the corporate travel sector.
“This agreement will deliver interesting new accommodation options that will appeal to sections of our customer base, particularly those who are looking to experience something a little different to a traditional hotel stay,” he added.
According to Airbnb, its hosts have welcomed more than 180 million guest arrivals at Airbnb listings worldwide since its founding in 2008. About 10% are business travellers, and the number of business trips tripled in 2016.
Users of the Airbnb Business travel platform have essential services such as 24-hour check-in, WiFi, premium support, top-rated homes and more.
• Featured image credit: ake1150sb/iStock
