Passengers worldwide are demanding more personal control over their travel writes Peter Needham for eGlobal. In particular, they want a single biometric security token that covers all aspects of travel procedures, according to a large-scale survey commissioned by IATA to find exactly what travellers want.
The International Air Transport Association (IATA) based its 2017 Global Passenger Survey (GPS) on 10,675 responses from around the world.
The responses provide insight into what passengers want from their air travel experience. Topping the list were:
- Automation of more airport processes;
- A single identity token for all travel processes using biometric identification;
- Real-time information sent directly to personal devices;
- More efficient security – without having to remove or unpack personal items;
- More seamless border control.
Ready to go digital
Digital travel processes are the expectation and passengers want more. The GPS found that 82% of travellers would like 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 were the technology of choice with 64% favouring biometric identifiers as their preferred travel token.
“Passengers want to use one single biometric identity token for all their travel transactions from booking flights to passing security and border control and picking up their bags,” commented Nick Careen, IATA’s senior vice president for airport, passenger, cargo and security.
“IATA’s One ID project is rapidly moving travel towards a day when a face, iris, or fingerprint will provide the key to a seamless travel experience. The technology exists. Its use in aviation needs to be accelerated. Governments need to take the lead by working with industry to establish a trusted framework and agreeing the global standards and security protocols needed to use the technology.
“One ID will not only make process more efficient for passengers but allow governments to utilize valuable resources more effectively”
Passenger in control
Passengers want to be able to do more of the airport processes themselves by taking advantage of the latest digital self-service options. Baggage was the top activity that passengers wanted more control over. The GPS found that 68% of those surveyed want to self-tag their bags with electronic bag-tags being the preferred option. In addition 48% of passengers wanted to self-drop their bag.
The survey found that the number of passengers using automated immigration gates and kiosks increased by 6% in 2017, reaching 58% with a satisfaction rate of 90%. Boarding the aircraft was another area in which passengers wanted to have more control with 72% of passengers preferring to self-board, an increase of 2% over 2016.
“Passengers have never been as empowered as they are today. Self-service solutions range from mobile check-in and bag drop, to self-boarding and automated border control. 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,” said Pierre Charbonneau, IATA’s director passenger and facilitation.
Continue here to read the full article and download the 2017 GPS report || October 26, 2017 |||