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2013 IATA global passenger survey highlights

30-Oct-2013 12:42 PM

IATA reported (28-Oct-2013) the following highlights from its 2013 global passenger survey highlights:

  • Booking tickets on airline websites continues to dominate reservations, with 50% of passengers booking flights on an airline website. A combined 36% used travel agencies (online and offline). Compared with 2012, there has been a threefold increase in travellers booking on mobile applications;
  • 71% of passengers visit more than one website prior to purchase. One in four travellers (27%) purchased directly from website visited. European travellers are the most likely to compare (77% used more than one website); while North American travellers are least likely to compare (33% used one website);
  • Nearly half (48%) of travelers bought ancillary products in past 12 months; highest percentage in North America (55%) and lowest in Africa (38%). Of those purchasing ancillary services, most paid for checking bags and/or excess baggage (54%), followed by reserved seats and/or upgrades (49%);
  • Internet and automated check-in are preferred over other forms of check-in. Travellers are accustomed to self service, with 34% of travellers preferring to receive their boarding pass from airline by text message or email. Kiosks and check-in counters at the airports are least preferred;
  • More than half (53%) of travellers prefer to use a permanent luggage tag that can be reused every time they travel. The majority (80%) of travelers would be interested in tracking their luggage throughout their journey;
  • A majority (79%) of travellers are interested in providing additional information (e.g. passport details, destination address, reason of travel) to speed up process of checks. 54% prefer to provide this information to airline with which they have booked their tickets.
  • Half of travellers consider a queue time of between 5 and 10 minutes acceptable. In North and Latin America, 30% consider a queue time of between 10 and 20 minutes acceptable, while in Europe only 16% feel the same. 92% feel that dedicated security lanes for different segments of travelers are a good idea;
  •  64% of travellers prefer to be sent a text message to their mobile phone in the event of a flight disruption. Including notification by e-mail, 82% of travelers want to be proactively notified of disruptions;
  • 40% of passengers would use WiFi at airports to receive airline related information. [more - original PR]