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Survey: Fliers seek more control through self-service kiosks and mobile phones
August 17, 2010
Consumers want to manage travel itinerary changes and preferences via self-service channels,according to OnWindows, an online news source from Microsoft.
A survey by BuzzBack Market Research for NCR Corp. shows consumers who now check-in for flights online by mobile phone and at kiosks also want to be able to use self-service technology to manage their entire travel experience, including delays and cancellations. Eighty-two percent of respondents globally said they would find it helpful if airlines gave them the control to search and select alternative flights.
Flight cancellations and delays have many knock-on impacts on passengers' onward travel plans. As a result, 78 percent of respondents said they would be more likely to choose a travel provider that enables them to manage their entire travel experience through self-service, such as search, secure or make changes to flight, car rental and hotel reservations.
Two-fifths of respondents would like to receive retail and concession offers, based on their product preferences and current location, via their mobiles or kiosks. In addition, a third of respondents would like to keep entertained by using self-service technology to download movies and music. And almost two-fifths would like to use a mobile boarding pass to speed their way through security.
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