IATA releases results of Corporate Air Travel Survey

IATA has released results from its annual Corporate Air Travel Survey of over 10,000 active travellers, which shows that not only are passengers accepting high-tech travel options, but also they are demanding even more opportunities to take control of their travel experience.

Detailed results showed that:

89% of responding travellers preferred e-tickets to paper tickets 
56% had experienced internet check-in and 
69% had used self-service kiosks

When asked if they wanted more self-service options, 54% said yes with positive results from all regions:

64% in Africa and the Middle East 
57% in the Americas 
53% in Europe and 
51% in Asia Pacific

“The consumer has spoken and the message is clear. Self-service is part of full-service expectations. And airlines are responding with technology that gives travellers greater convenience and more options to control their travel experience,” said Giovanni Bisignani, Director General and CEO of IATA.

Respondents ranked the self-service features they plan to use most often in future:

Online booking (75%) 
Online reservation changes (69%) 
Online check-in (61%) 
E-mail notification service (60%) 
Printing boarding passes at home (58%) 
Common use self service check-in (53%) 
Re-routing of missed or cancelled flights (41%) 
Remote baggage drop off service (33%) 
Post arrival assistance (28%).

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

Online: The list of website services that consumers want was headed by the opportunity to select or change seats (82%). Passengers also want the ability to change reservations (55%), update their frequent flyer information (49%) and purchase or request upgrades (45%) online.

At the Departure Gate: Topping the consumer self-service wish list at the gate is the ability to obtain last minute upgrades (62%), followed by last minute changes to seating (46%) and obtaining transfer information (27%). Adding frequent flyer information (21%) and the ability to check-in additional baggage (19%) rounded out the top five preferences.

“The self-service revolution is underway. It’s a win: win situation. Consumers demand the empowerment of new technology and the efficiencies it creates are critical for an industry that needs to reduce costs,” said Bisignani.

IATA’s reports that global penetration of electronic ticketing now at 88%, will be 100% by 31 May 2008. Over 90 airlines are using bar coded boarding passes; common-use self-service kiosks are operating at 80 airports; and RFID baggage management is live at four airports.

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