My Account Menu

CAPA Login

Register to trial CAPA Membership!

SITA survey finds 20% growth in passenger self-service check-in

2-Oct-2009 8:20 AM

SITA announced (01-Oct-09) a major survey of passenger habits at six leading airport hubs across five continents has found 20% growth in adoption of self-service check-in options over the last year.  Other results of the survey include: 

  • Online booking: 63.7% of passengers booking fares online;
  • Mobile check-in: 1.8% of check-in transactions;
  • Online ancillary purchases: Passengers spending more through airline web sites on ancillary services, with their numbers expected to double;
  • Airport journey: Passengers stated they would most like to change security screening (18.2%), dwell time at the airport before flight departure (14.8%), in-flight experience (14.5%) and waiting for checked baggage on arrival (9.3%);
  • Baggage: Proportion of passengers checking in baggage has decreased from 82% in 2007 and 2008, to 75.7% in 2009. [more]