30-Oct-2013 12:42 PM

2013 IATA global passenger survey highlights

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]

Want More News Like This?

CAPA Membership gives you access to all news and analysis on the site, along with access to many areas of our comprehensive databases and toolsets.
Find Out More