SITA Survey: Choice is Key to Encouraging Self-Service

Airline passengers have been asked in recent years to book their own flights and check-in on their own. Airlines like this arrangement because it costs them less, but do passengers? This article reports on a survey by SITA, a leading provider of IT business solutions for the air transport industry. The survey shows that passengers are gradually becoming more comfortable using self-service technologies if they are frequent travelers and if they are aware of all options available. Self check-in has also gained more acceptance, but awareness is key. The survey responses are from passengers traveling through airports in Atlanta, Hong Kong, and London Heathrow.