Passengers passing through Germany’s Frankfurt Airport are the world’s highest users of online check-in and mobile boarding passes, according to a global survey from IT provider SITA.
Nearly two-thirds of passengers at Frankfurt Airport regularly check-in online at home or in the office, while nearly one-fifth of the airport’s 58 million passengers regularly use mobile boarding passes.
The SITA and Air Transport World Passenger IT Trends Survey was conducted across six of the world’s leading airport hubs; Beijing Capital International, Chhatrapati Shivaji International, Frankfurt International; GRU Sao Paulo International and Hartsfield-Jackson, Atlanta.
The survey revealed that 37% of passengers at Frankfurt Airport use kiosks to check-in, a level that is 23% higher than the global average.
Compared with other airports, Frankfurt passengers use counters less, both for check-in and boarding passes.
Even though Frankfurt passengers are the highest users of mobile boarding passes, 19% compared to the global average of 10%, only 6% of the passengers use their mobile devices to actually check-in.
Frankfurt passengers prefer flight information updates available through websites and apps; however, unlike passengers at other airports, they do not want to receive information through SMS.
Most passengers at Frankfurt (91%) would like to search for ticket and fare information using mobile apps, but are not comfortable purchasing tickets using mobile devices, according to the survey.
Fraport vice-president Jens Grabeleu said: "Fraport recognises that mobile services are increasingly important to our passengers at Frankfurt Airport.
"We are constantly working on our apps for iOS and Android to fulfill our passengers’ needs. We are also looking for new trends and innovative features, such as location-based services, to improve the quality of our services."
The survey showed that Frankfurt passengers are interested in increasing their use of mobile technology, with 77% of them saying that they would possibly or definitely use mobile devices to make changes to bookings.
Around 76% were interested in buying ancillary services using their smartphones and tablets, and 70% were prepared to buy tickets with mobile devices.
SITA president Europe Dave Bakker said: "With 76% of Frankfurt passengers carrying smartphones, there is huge potential for the airport and airlines to provide new travel services using mobile technology."
"Mobile services can help simplify and enhance the passenger experience, and in Frankfurt, passengers are clearly ready for the next generation of mobile services."
The survey included 2,489 passengers from more than 70 countries, and those surveyed comprised a mix of business and leisure travelers, and occasional and frequent flyers at all locations.
Image: The SITA/ATW study shows that Frankfurt passengers are interested in increasing their use of mobile technology. Photo: courtesy of SITA.