News

Study: Airports, passengers embracing self-service

December 12, 2011

Improving customer service is the top driver for new technology investments in airports, according to SITA’s 8th Annual Airport IT Trends Survey. The survey, which was based on responses from airport operators representing the views of 198 airports and almost 50 percent of the global traffic, found that 53 percent of airports are planning to increase the number of check-in kiosks available to passengers, while 25 percent will introduce kiosks for new services such as bag tag printing and self-scanning documents, according to Airport Business.

Also, 71 percent said they would implement automated passenger monitoring in different areas of the airport to help reduce congestion and facilitate the integration of required data with multiple systems.

The study also predicted that 38 percent of airports by 2014 will have introduced e-gates for self-boarding, 42 percent will have e-gates for checkpoints, and 51 percent will have introduced common-use bag drop locations.

Also, SITA’s recent Passenger Self-Service Survey found that 70 percent of the passengers interviewed welcome self-boarding and 79 percent want more airline self-service options, including airport applications.

Read more about check-in kiosks.