Chhatrapati Shivaji Airport, Mumbai

Chhatrapati Shivaji International Airport in Mumbai, India, saw a 65% rise in passenger self service check-ins during the last twelve months, up from 36% surveyed in 2010, due to the growing popularity of web, kiosks and mobile check-in, according to a new survey.

According to the survey conducted by SITA/Air Transport World Passenger Self-Service, the rising influence of the smartphone is the key factor for the rise in self-service check-ins.

Passengers at Mumbai also have the highest user rates across several self-service options showing the highest demand for new services.

Mumbai International Airport vice president of IT Meenakshi Agrawal said: "This year’s survey shows that passengers really appreciate the degree of self-service which the airport and the airlines have made available to them over the last year.

"Our strategy around passenger facilitation has been validated and we have gained a very useful insight into how this might evolve in the future," Agrawal added.

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The survey revealed that the mobile phone is now an integral part of the passenger experience in the country, with a total of 98% of people surveyed carrying either a mobile phone (56%) or a smartphone (42%).

About 80% of smartphone users liked to connect to a free airport Wi-Fi network while 38% would be willing to pay for access compared to 10% globally.

The survey revealed about 78% of smartphone users were interested to know information regarding gate changes, flight delays and boarding status, 25% wanted to know time to reach departure gate, 23% wanted location of nearest lounge, 15% were interested in wait times at security while 7% wanted information on airport parking.

About 63% of users preferred online booking compared to a global rate of 57%, out of which online travel agencies were used by 59% of those who booked online while 34% of the users used airline websites.

Mumbai International Airport vice president and head of terminal operations Vikram Sethi said: "There will be a further increase in offsite check-ins / self check-ins as the government requirement for airlines to stamp boarding cards generated from kiosks is being discontinued and airlines will have to conduct identity checks at the boarding gate.

"Mumbai International Airport has a target of increasing Common Use Self Service (CUSS) usage to 30% this year, from the 20% of passengers who use self check-in facilities at the moment," Sethi added.

Caption: Self service check-in services are popular in Chhatrapati Shivaji International Airport thanks to growing popularity of the web, kiosks and mobile check-in. Image author: Alex Graves.