A passenger survey by the International Air Transport Association (IATA) has determined that modern passengers seek automation, real-time updates and basically, greater efficiency in the airport system.
In all, the survey took in 10,675 responses worldwide, and one of the major things shared between them was a desire to digitize travel processes. An overwhelming 82 percent of respondents were supportive of getting digital passports on their smartphones for an increasingly large amount of travel activities and biometric identifiers were also supported by the majority, though at a less extensive 64 percent.
“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,” Nick Careen, IATA’s senior vice president for airport, passenger, cargo, and security, said. “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.”
Using the survey as proof, IATA is pushing for governments to agree to global standards and security protocols necessary for such technology. The report also showed majority support for greater passenger control over baggage, automated immigration gates, and even boarding. In fact, passengers noted current airport security and border control to be their greatest travel annoyances.
To help fuel a change of opinion, surveyors have also asked for greater access to information. Among those surveyed, 85 percent called for being able to check flight and bag statuses throughout their trip.
“Passengers have never been as empowered as they are today,” IATA’s Director Passenger and Facilitation Pierre Charbonneau said. “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.”
Also among those technological innovations, 28 percent of passengers called for travel notifications via smartphone apps and 26 percent through e-mail, though the bulk of people still turn to SMS messaging for such. A changing trend, however, is that 42 percent would like to bring their own devices to access in-flight entertainment, rather than being dependant on airlines.