The International Air Transport Association (IATA) in its 2017 Global Passenger Survey (GPS) shows passengers expect technology to give them more personal control over their travel experience. Based on 10,675 responses from around the globe, the survey provided insight into what passengers want, which included automation of more airport processes, a single identity token for all travel processes using biometric identification, real-time information sent directly to personal devices and seamless border control.

Going digital-first
Passengers expect more digital travel processes, with 82% travellers wanting to be able to use a digital passport on their smartphones for as many travel activities as possible – from booking flights to passing through the airport. Biometric identification systems emerged victorious, too, as 64% favored it as their preferred travel token.

Taking control
Digital self-service options make passengers happy as they want to be able to do more of the airport processes themselves. Baggage was the top activity that passengers wanted more control over, with 68% of those surveyed wanting to self-tag their bags with electronic bag-tags. In addition to this, 48% of passengers wanted to self-drop their bag. (Here’s what passengers want from airports)

More information
Passengers expect to get up-to-date information on all aspects of their journey with minimum effort, through their preferred channel. The survey found that 85% of passengers want to be able to check the status of their flight, while 50% want to track their bag throughout the trip. They also expect more information to help then plan their passage through the airport, with 51% wanting to know wait times at security and border control. While SMS messaging remains the preferred option, the onset of digital is reversing this trend, with 28% preferring communication through smartphone apps as well.

Other pain points
Like all years, airport security and border control processes emerged as two of the biggest pain points of travel, with intrusiveness of having to remove personal items (60%), inconvenience of having to unpack electronic devices in carry-on bags (52%) and the variation in security screening procedures at different airports (47%) taking to spots.

Commenting on the results of the survey, Pierre Charbonneau, IATA’s Director Passenger and Facilitation, said, “Passengers have never been as empowered as they are today. Smartphone- and tablet-toting, passengers want to use these mobile devices to control their travel experience. They expect easy access to the information they want, exactly when they need it in the travel process. Airlines and airports that make the most use of technological innovations will be giving a better travel experience to their customers.”

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Flying could be cumbersome to most of us depending upon the length of the flight duration. While many of us deal with the woes of baggage cost, others are just put off by their fellow passengers’ attitude. Expedia, one of the world’s largest online service platforms, conducted a survey on the behavioural patterns of customers who prioritise different amenities based on the length of the flight, their opinions on baggage fees and packing and which passenger behaviour they found more frustrating.

Mr. Manmeet Ahluwalia, Marketing Head, Expedia India said-

“According to Expedia Passenger Preferences Index, a massive 74% of travellers will pay for added comfort on a short haul flight, and the number further jumps to 89% on long or extra-long haul flights.  Indians lead globally in paying extra for a window seat (34%) or an aisle seat (10%), for a snack (36%) and a non-alcoholic beverage (16%) on board a short-haul flight. For 84% Indians, comfort is more important than style while travelling by air.”

Some of the top findings of the survey-

Indians are foodies and have enormous love for their gadgets

Indians are known to be the most active nationals at 30,000 ft with mostly 32% sleeping on board which is the lowest. They tend to different activities to keep themselves occupied including listening to music, reading, internet surfing, play games on mobile phones etc. 44% Indians feel it is important to have a meal on the flight whereas only 8% indulge in snacking.Top preferences of Indians included water, food, earplugs, computer, healthy snacks and music player. Indians needed less of sweaters, jackets, mint/gum, or other alcoholic beverages. They are willing to pay extra for the food, Wi-Fi access, and physical reading material.

Baggage woes

74% Indians prefer to not pay baggage fees at all cost. Globally, Indians are known to pack less so that the things fit in a carry-on. They avoid checking bags so that they don’t have to wait in line at the baggage check before the flight. Indians avoid checking bags because of the fee, to skip waiting at the baggage carousel, and out of the fear that their bags will get lost. They carry the maximum amount of suitcases/luggage pieces globally placing themselves at #4.

Comfort zone is a dear space

84% Indians choose comfort over style when choosing what to wear. They don’t mind paying extra for an upgrade to first or business class on short or long haul flights. They are quite choosy over picking seats and will pay extra for window, aisle, seat with extra legroom or wider seat. Indians also tend to save time on the transit by willing to pay extra for the priority baggage unloading and advanced boarding.

The most unbearable type of passenger

Indians are seen to show most tolerance for inattentive parents, aromatic passenger, and rear seat kickers. On the other hand, they seem to show the least bearable attitude towards the armrest hoggers, mad bladders, and the amorous couple. They have been seen getting into an argument with a fellow passenger very frequently. They have also less patience for audio insensitive passengers and the neighbor who strikes a random conversation and doesn’t stop.

For more such statistically backed facts about Indian travellers, read a report by HolidayIQ here.

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Despite recent economic challenges, China’s population continues to travel and passengers are demanding more from airlines and airports. China’s airports and airlines are responding with higher levels of investment in innovation than found globally. The “Smart Airport” is coming to China. As the aspirations of Chinese consumers increase, so does their expectation for a better travel experience. The willingness of passengers to use self-service gives the industry the opportunity to rethink the airport layout and how it manages passengers. Nearly three-quarters of airports in mainland China (72%) are investing in new technology compared to 58% globally. While airlines in China are spending 38% of their IT budget on innovation compared to a global average of 32%.

An analysis published by SITA, the global provider of IT to the air transport industry, shows that passengers desire to use their own technology will lead to a major shift to “off-airport” check-in. In addition, passengers want to use their smartphones for identification purposes and access, including boarding the aircraft and entering airport lounges.

May Zhou, SITA Vice President and General Manager, China, said: 

“Our global IT surveys cover trends from the perspective of passengers, airlines and airports. We combine this with SITA’s on-the-ground industry experience to provide a unique 360-degree view of technology investment and usage within air travel. We work with airlines and airports across China to identify opportunities, work together and invest in innovative technology that can meet and exceed the expectations of travellers. This is particularly challenging and rewarding during these times of fast-rising passenger numbers.”

Key findings of the analysis-

#1. Self – service gives the opportunity to the industry to rethink the airport layout in China.

Source: SITA Analysis

Passengers in China are vouching for a more convenient way to travel. People are expressing a strong inclination to move to self-servicing functionalities, especially on their personal device. Check-in at the airports is declining seriously as passengers prefer using their personal devices. Self-servicing kiosks will turn up the as the next big trend, however, the usage of such technology could be less adaptive given the rise in off-airport check-ins. The use of sensor technologies, such as Near Field Communications(NFC) would automatically transfer the boarding pass as the passenger passes through the gate. Although trends of off- airport check-ins are picking up, the baggage remains a challenge in the self-servicing sector. The move was rather not welcomed as the passengers preferred face-to-face processing at airport counters.

#2. M for Mobile

Source:SITA Analysis

The industry is acting on the high passenger aspiration to use mobile. Smartphones are fast becoming a unifying technology that will allow seamless interaction between passengers and travel providers. 67% want to use their smartphones both for access, including both the aircraft and the airport lounges and for identification purposes. Mobile boarding passes are key enablers for mobile optimized journey and airlines are keen to migrate people to mobile boarding passes. Airlines are coming up with baggage tracking notification and baggage collection information on mobiles in a couple of years down the line.

#3. Investment in technology for rapid growth pan-sector.

Source: SITA Analysis

Greater investment is required to make better usage of capacity and infrastructure. Airports can be made smarter by enabling the exchange of real-time information, cross collaboration and airport- wide process integration. New technologies are underway as they would reduce wasting time in queues, provide flight information or help turnaround. Emerging concepts like business intelligence initiatives will monitor passenger flow and airport operations.

To get more details, you can find the full report on SITA website.

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