More control and less waiting: Top priorities for airplane passengers

Α Decrease font Enlarge font
More control and less waiting: Top priorities for airplane passengersIATA announced the results of its 2019 Global Passenger Survey

(Warsaw) - The International Air Transport Association (IATA) announced the results of its 2019 Global Passenger Survey showing that passengers are looking to technology to improve their travel experience. 

The survey acts as the voice of the passenger, providing objective and in-depth insights into the preferences and behaviors of air travelers around the world, helping to guide industry initiatives. The focus of the survey was on processes and technology in the travel experience, not airline or airport service levels. Top passenger priorities identified include:

  • Having more personal control over their journey via their smartphone
  • Being able to use biometric identification to speed up travel processes
  • To be able to track their baggage
  • Maximum wait times of 10 minutes for baggage collection and immigration/customs
  • Access to Wi-Fi onboard at 34,000ft

More Control

Passengers want to use their personal devices to control more aspects of their travel journey from booking to arrival.  

An airline app was the preferred method of booking for passengers from one of the world's largest aviation markets, with 24% of travelers from North Asia preferring this method. It was also the second most popular choice among passengers in the Middle East, favored by 14% of travelers. Booking through an airline website, although less popular than in 2018, remains the method of choice for most travelers globally (39%).

Using a smartphone was also identified by more than half of passengers (51%) as their preferred method of check-in. This was a 4% increase over 2018.

Most passengers (72%) also wanted to be kept informed throughout their journey via travel notifications sent to their personal device. SMS remains the preferred notification option for 39% of passengers, but this trend has been decreasing since 2016. Conversely, preference for receiving information via a smartphone app has increased by 10% since 2016 and is now the method of choice for one-third of passengers.

The survey found that 83% of passengers want to receive information on the status of their flight and 45% would like information on their baggage. Passengers also asking for information to help them plan their passage through the airport with 45% wanting to know wait times at security and border control and 37% wanting to know wait times at customs.

Biometric technology to speed up airport processes

The survey found that 70% of passengers are willing to share additional personal information including their biometric identifiers to speed up processes at the airport. This increases in correlation with the number of flights taken per year. The highest support for this (76%) is among fliers who travel for business, more than 10 times per year.

In addition, 46% of passengers would prefer to use biometric identification instead of a paper passport for their journey and 30% would opt to use a biometric token to board the plane. These findings lend strong support to IATA's One ID project which aims to create a paperless airport experience for passengers where they can move from curb to gate using a single biometric travel token such as a face, fingerprint or iris scan.

"Passengers are willing to share more personal information if it removes hassle from their travel experience. But it's clear that concerns over data privacy remain. While the majority of passengers want to use biometric identification instead of a paper passport, 53% of those that did not, said they were concerned about the security of their data. Passengers need to be confident that their data is safe," said Alexandre de Juniac, IATA's Director General and CEO.

Securing data is paramount for One ID. IATA is working on a trust framework that ensures that:

  • Stakeholders have access to passenger data on an authorized, need-to-know basis only
  • There are exception processes in place for those who do not want to share their biometric data and
  • Privacy and data regulations are adhered to.

High demand for baggage tracking

Over half of passengers (53%) said that they would be more likely to check their bag if they were able to track it throughout the journey. And 46% said that they want to be able to track their bag and have it delivered directly to an off-airport location, if that service were available.

Airlines and airports are working together to improve baggage information reliability by tracking baggage at major touch points such as loading and unloading (the implementation of IATA Resolution 753). And the 75th IATA AGM unanimously resolved to support the global deployment of Radio Frequency Identification (RFID) for baggage tracking. RFID read rates are 99.98% accurate which is significantly better than that of bar codes.

Time is of the essence for passengers

The survey indicated that 80% of passengers want to wait no longer than three minutes to drop off a bag. This increased to 10 minutes for queuing at immigration/customs for 79% of travelers. And only 2% would accept a waiting time longer than 20 minutes. Passengers (74%) also want to wait no longer than 10 minutes for baggage delivery. And almost none wants to wait longer than 20 minutes.  The survey also found that for nearly three quarters (74%) of passengers, speed was the main benefit of using automated immigration gates/kiosks. A similar number (72%) gave the overall experience of automated immigration processing a thumbs up.

Onboard Wi-Fi

Passengers want onboard Wi-Fi. Some 53% of surveyed passengers found Wi-Fi important to have. The importance is the highest in Africa (71%), Latin America (68%) and the Middle East (67%) and the lowest in Europe (44%) and North America (49%).

With availability of Wi-Fi connectivity continuing to have a direct impact on the overall travel experience, adopting the latest onboard Wi-Fi technology continues to be an effective way for airlines to distinguish their product offering.

Passenger pain points

Passengers once again identified airport security screening process and border control as two of their biggest pain points when travelling. Having to remove personal items was identified as a pain point by the most travelers (60%), closely followed by the removal of laptops and large electronic devices (48%) and variations in screening processes at different airports (41%).

To improve the boarding experience, the top three suggestions from passengers are

  • More efficient queuing at the boarding gate (60%),
  • Not needing to get a bus to the aircraft (51%) and
  • More bin space for cabin luggage (46%).

To improve the connection experience, the top three desires from travelers are not having to go through security at the transfer airport (60%), not having to pick up and reclaim their bag at the transfer airport (59%) and not having to pass immigration at the transfer airport (55%). 

NEXTT

Many of the identified demands of passengers are covered by the NEXTT (New Experience in Travel and Technologies) initiative. This is a joint IATA and ACI (Airports Council International) effort to develop a common vision to enhance the on-ground transport experience, guide industry investments and help governments improve the regulatory framework. The goal of NEXTT is finding ways to integrate systems and improve operations in the most secure, effective and sustainable manner for the benefit of passengers and the industry.

"Passengers have told us that they are looking to technology to improve their travel experience. That is what we are trying to deliver in cooperation with airports. Through our NEXTT initiative with ACI we aim to deliver a seamless curb-to-gate experience for passengers. But industry can't achieve this alone. Government support is essential to create the correct regulatory environment so the industry can fully transform," said Nick Careen, IATA Senior Vice President Airport Passenger Cargo & Security.

RELATED TOPICS: GreeceGreek tourism newsTourism in GreeceGreek islandsHotels in GreeceTravel to GreeceGreek destinationsGreek travel marketGreek tourism statisticsGreek tourism report

 

Tornos
  1. 20/11 00:56

    Tourist arrivals mark a new all-time high in Cyprus during 2019

  2. 20/11 00:45

    Piraeus Bank to sponsor multiple cultural events for Greek Bicentennial

  3. 20/11 00:40

    Boosting aviation competitiveness in Germany to create jobs and growth

  4. 20/11 00:34

    Labor Minister: Enshrining minimum income in constitution a 'historic' step

  5. 20/11 00:27

    Visitors to Athens have doubled within last six years

  6. 20/11 00:11

    Greece's Alpha Bank reveals largest securitization of NPEs in Europe

  7. 20/11 00:03

    IATA on aviation: A sustainable industry for all Europe’s citizens

  8. 20/11 00:03

    IATA on aviation: A sustainable industry for all Europe’s citizens

  9. 19/11 23:56

    Cape Verde institute wins 'Melina Mercouri' prize at UNESCO HQ in Paris

  10. 19/11 23:23

    Athens Acropolis lit blue for anniversary of United Nations Convention on children

  11. 19/11 23:11

    Arsakio landmark building to turn into culinary center for Athens

  12. 19/11 22:45

    Greek Prime Minister visits Croatian capital of Zagreb for EPP congress

  13. 19/11 22:34

    EBRD: Greek economy to grow by 2% in 2019 and 2.4% during 2020

  14. 19/11 22:27

    Ecumenical Patriarch to commence U.S. visit in Boston on May 7th, 2020

  15. 19/11 22:17

    Germany unveils TIF logo as Honored Country at Innovation Forum held by SNF

  16. 19/11 22:06

    Diaspora Minister stresses role of Congress in promoting Greek-American relations

  17. 19/11 20:40

    21st Annual Capital Link Invest in Greece Forum in New York on December 9

  18. 19/11 18:18

    Report: Golden Visa scamsters bilking foreign investors in Greece

  19. 19/11 16:05

    Minister: Anti-smoking law will now be strictly implemented in Greece

  20. 19/11 14:34

    Chinese COSCO investment project to make Piraeus Europe’s largest port

  21. 19/11 14:16

    Remote Greek villages of Zagori get wi-fi and attract more tourists

  22. 19/11 10:42

    Cypriots’ travelling abroad increased by 8.6% during October

  23. 19/11 03:46

    Media: End nears for troubled Greek Astra Airways as Aegean offers help

  24. 19/11 03:39

    Greek PM receives Patriarch of Alexandria and All Africa Theodore II

  25. 19/11 03:34

    Minister for Greeks Abroad takes part in Southeast Europe conference in DC

  26. 19/11 03:00

    Mytilineos Luxembourg subsidiary to issue €500 million senior notes due 2024

  27. 19/11 02:50

    AP: Cypriot President announces that Pope Francis will visit the island in 2020

  28. 19/11 02:20

    4,500-year mystery found in the heart of the Aegean Sea

  29. 19/11 02:10

    Greek tennis sensation Stefanos Tsitsipas wins the ATP Finals title

  30. 19/11 01:26

    Greek-American Hollywood star Billy Zane honored artist at Thessaloniki Fair

  31. 18/11 22:00

    Minister: State e-platforms to migrate to Greek government cloud by January 2022

  32. 18/11 20:44

    UN meeting on climate disruptions in transport held in Athens on November 18-19

  33. 18/11 20:34

    Greek PM Mitsotakis: Absorption of EU funding must speed up

  34. 18/11 18:25

    Greek state budget records primary surplus of €5.755 billion in January-October

  35. 18/11 16:14

    Parliamentary process for revising the Greek Constitution enters final stretch

  36. 18/11 16:09

    Three eminent Greek Diaspora scholars enter Russian Academy of Sciences

  37. 18/11 12:14

    Thailand greenlights exports of Greek kiwi fruit

  38. 18/11 10:52

    First assemby meeting of Greek Union of Reporters for Agriculture and Food

  39. 18/11 01:51

    "1915 and Beyond" genocide presentation and art exhibition in New York (video)

  40. 18/11 01:19

    Invasion, not Santorini volcano eruption tsunami seen wiping out Minoans

  41. 17/11 20:01

    Greek transport ticket inspectors to track down fare dodgers in Athens

  42. 17/11 19:54

    Polytechnic march to the United States Embassy begins in Athens (video)

  43. 17/11 19:43

    Greek government denies 'backtracking' on money laundering fight

  44. 17/11 19:38

    Draft law on liberalisation of energy market tabled in Greek Parliament

  45. 17/11 15:03

    Media report: Affluent Chinese happily snapping up Greek Golden Visas

  46. 17/11 15:00

    Greek tennis star Tsitsipas beats Federer and advances to final of ATP Finals

  47. 17/11 14:56

    Deputy Minister: Casino resort of particular significance for Cyprus tourism

  48. 17/11 14:36

    Three metro stations to close in Athens after 15:00 on Sunday 17 November

  49. 17/11 12:53

    Traffic changes on Corinth-Patras motorway between November 18-24

  50. 17/11 12:07

    Symphonic Rebetiko impresses the audience at Athens’ Olympia Theater (video)

  51. 16/11 15:22

    Media report: Some privatizations in Greece move forward while others struggle

  52. 16/11 15:15

    “The Independent” to UK PM Boris Johnson: Return the Elgin Marbles

  53. 16/11 14:59

    World Bank: Greece can increase 'Doing Business' ranking by 18 spots

  54. 16/11 14:53

    Greek tax bureau unveils scam involving software hiding sales

  55. 16/11 13:56

    Greece’s Bicentennial Independence celebration grander than 2004 Olympics

  56. 16/11 13:15

    Study: Greece ranks 4th in 40 European countries for pensioners' quality of life

  57. 16/11 12:48

    Greek Prime Minister Mitsotakis discusses migration with German Chancellor

  58. 16/11 11:45

    Bank of Greece chief reveals plan to cover 60% of Greek bank NPLs

  59. 16/11 01:05

    Travel professionals focus on Millennials and older Gen Zs for marketing in 2020

  60. 15/11 23:35

    Plenary discussion on Greece's constitutional revision begins on Monday

  61. 15/11 23:23

    Foreign Ministry campaign for Greek Diaspora voting

  62. 15/11 23:09

    Tsunami simulation warning exercise in Greek island of Kos on November 19

  63. 15/11 22:57

    Australia’s national carrier Qantas carries out 19 ½-hour London-Sydney flight

  64. 15/11 22:07

    Weak quake shakes picturesque Hydra island south of Athens

  65. 15/11 20:15

    Greek Premier: Prepaid special consumption tax to be returned to winemakers

  66. 15/11 20:12

    AP: Turkey deports American ISIS suspect stuck at Greek border

  67. 15/11 20:06

    International Monetary Fund acknowledges Greek economy progress

  68. 15/11 19:56

    Greek Prime Minister Mitsotakis pushes North Macedonia’s European hopes

  69. 15/11 19:47

    Shipping Minister: New Cosco project in Piraeus key to future investments

  70. 15/11 19:37

    $15-million Athenian Charter School groundbreaking ceremony in Florida, USA

  71. 15/11 19:16

    Media: How affluent foreigners can purchase Greek residency and EU passports

  72. 15/11 16:59

    Changes in the opening hours of Athens museums on Sunday November 17

  73. 15/11 14:24

    Athens Polytechnic opens its gates for uprising anniversary events on Sunday

  74. 14/11 20:10

    Greek PM: New Macedonian products logo “embraced” by producers (video)

  75. 14/11 20:06

    Historic shipwrecks become ‘Underwater Museums’ across Greece

  76. 14/11 20:01

    Fire on two yachts at marina in Athens suburb of Glyfada

  77. 14/11 19:58

    Greeks and Armenians protest Turkish President's visit to the White House

  78. 14/11 19:46

    Ancient cup awarded to 1st Marathon winner returned to Greece

  79. 14/11 19:34

    Central Arizona College plans intercultural studies in Greece in Spring Break 2020

  80. 14/11 19:29

    Athens police to adopt strict security measures for November 17 anniversary

  81. 14/11 19:23

    Study: Greece remains great for pensioners even after big benefit cuts

  82. 14/11 19:08

    Commissioner: Sustainable policy for migrants and refugees a priority for EU

  83. 14/11 19:01

    European Union considers travel bans and freezing assets on Turkey

  84. 14/11 18:57

    Government's spox: Greece's 'complete comeback' in Balkans top priority

  85. 14/11 18:49

    Cyprus and Israel to promote jointly East Mediterranean cruises

  86. 14/11 18:40

    Athens' iconic Lycabettus Hill makeover to boost safety and attract visitors

  87. 14/11 18:30

    Culinary report: Κrania Τree among “superfoods” of Greece

  88. 14/11 17:33

    Gastronomy guide: The best Greek restaurants around the world

  89. 14/11 16:45

    Greece announces new criteria for Golden Visa program

  90. 14/11 15:54

    Passenger traffic in Greek airports grows by 5.1% in January-October

  91. 14/11 14:47

    IATA: Improving accessibility and inclusion in air travel

  92. 14/11 14:24

    Greek Prime Minister Mitsotakis attends 'Thessaloniki Summit 2019'

  93. 14/11 02:40

    First Greek-German Innovation Forum at SNFCC in Athens on November 18

  94. 14/11 02:35

    Greek and Saudi Arabian Foreign Ministers meet in Athens for investments

  95. 14/11 02:25

    Greek American actor John Stamos featured in ‘The Little Mermaid Live!’ (video)

  96. 14/11 02:16

    “Maria before Callas. Her childhood years” at Mikro Pallas theater in Athens

  97. 14/11 01:16

    Athens-based brand design agency wins Red Dot Award in Berlin

  98. 14/11 00:33

    Reuters: Total credit contraction recorded in Greece during September

  99. 14/11 00:27

    Ecumenical Patriarch accuses Russian Orthodox Church of playing politics

  100. 14/11 00:21

    Aegean Airlines increases flights from Cyprus to Athens and Beirut