International travellers using Frankfurt Airport
have a significant preference for kiosk-check-in; and checking-in
a bag is not seen as a major obstacle in the self-service check-in
process according to a new survey.
The new global passenger survey, which includes
Frankfurt for the first time, has found that 85% of respondents at
the European hub serving the most international destinations, had
bags to check-in on the day of travel. Overall, 50% of those
checking-in at Frankfurt on the day of the survey took the
64% of those using
self-service check-in at Frankfurt used kiosk check-in, while 34%
opted for web check-in. Only 31% of Frankfurt passengers stated
they did not use self-service because they had a bag to check-in
while the global average was 47%.
status as an international hub is reflected in the fact that 57%
of the survey respondents were in transit. Of those transit passengers who did use self-service check-in, 61% opted for kiosk
and 34% used the web.
The 5th annual SITA/Air
Transport World Passenger Self-Service Survey is an in-depth look
at the attitudes and habits of a representative sample of the
287.6 million passengers who use Frankfurt and six other leading
international airports: Beijing International Airport; Hartsfield-Jackson, Atlanta; Moscow Domodedovo; Mumbai
International; OR Tambo Airport, Johannesburg; and Sao Paulo
When arranging a trip, price was
the number one consideration (68%) for those surveyed at
Frankfurt, followed closely by flight schedule (65%) and ability
to book online (62%). Lufthansa was the airline chosen by 75% of
those surveyed at Frankfurt.
Top contributors to a
pleasant trip for Frankfurt passengers included punctuality (72%),
and prompt bag arrival (65%).
is rated the number one area for improvement by passengers at
Frankfurt airport where strict government regulations are in
place. The only other surveyed passengers to rate security
screening as their number one issue for improvement were
passengers at Hartsfield-Jackson, Atlanta.
Passengers at Frankfurt, have the ability to pass security and
board flights with a mobile boarding pass and there is growing
awareness of the convenience of mobile check-in with 37% of
respondents expressing a desire to use it frequently or
intermittently; 52% would like to use SMS travel notification
frequently or intermittently; 36% would be interested in SMS
travel deals; and 19% would be willing to purchase airline tickets
from their mobile.
“SITA is very
pleased to include Frankfurt for the first time in this year’s
Passenger Self-Service Survey. Germans are among the world’s most
international travellers and measuring their habits and attitudes
is very important for the air transport industry,” said Boris Padovan,
SITA Regional Vice-President, East and Central Europe.
“The popularity of kiosk check-in among travellers using Frankfurt
is vindication of the industry’s baggage improvement programmes
and the initiatives undertaken at Frankfurt and other airports
around the world to make bag-drop a painless part of the kiosk
check-in process. Frankfurt airport and Lufthansa are among the
most technologically advanced players in the air transport
industry when it comes to passenger self-service.”
One-out-of-five passengers did not know whether self-service
check-in was available for their flight. Another 19% claimed it
was not available at all even though it was.
booking was used by 43% of survey respondents in Frankfurt for the
trip they were taking compared to a global average of 55%. Some
39% knew that it was available but chose not to use it. The
ability to book online ranks third in the list of considerations
for Frankfurt passengers when arranging a trip.
survey data is extracted from interviews with 2,490 passengers
travelling on 106 airlines, conducted at the departure gates last
year. Main nationalities interviewed were American, 17%; Indian,
12%; Chinese, 12%; Brazilian, 11%; German, 8%; South African, 8%;
Russian, 7%; and others, 25%.
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