Self-boarding & bag drop most desired by airport passengers

4 December 2012 (Last Updated December 4th, 2012 18:30)

Self-boarding and self-service bag drop services are among the most desired facilities that passengers like to see at airports, according to a new survey by SITA.

Sao Paulo Guarulhos International Airport

Self-boarding and self-service bag drop services are among the most desired facilities that passengers like to see at airports, according to a new survey by SITA.

SITA/ATW Passenger Self-Service Survey revealed that around 90% of passengers travelling through Sao Paulo Guarulhos International Airport in Brazil were supporting the use of self-boarding, in addition to the new self-service baggage facilities.

The survey reported that the number of passengers interested in self-service kiosks to transfer flights rose to 86% when compared to 65% in 2011.

Transferring to another flight was identified as the biggest stress factor among surveyed passengers at Sao Paulo Airport.

SITA account director Elbson Quadros said that since last survey, the use of self-service check-in has more than doubled to 35% at Sao Paulo, compared to just 13% in 2011.

"Passengers want to use self-service across multiple channels - kiosk, web and mobile - meaning airlines and airports can use self-service to enhance the airport experience, particularly when facing capacity and infrastructure constraints," Quadros said.

"Of the six airports in the survey, the highest self-service check-in rate recorded was 85%, which shows that there is the potential for increased adoption in São Paulo."

"Transferring to another flight was identified as the biggest stress factor among surveyed passengers at Sao Paulo Airport."

SITA reports that Sao Paulo passengers were highly interested in new baggage services when compared to global average, with 88% interested to receive real-time baggage information on their mobile phones, 79% willing to print their own bag tags and 69% would use self-service bag drop facilities at airports.

The report revealed that 92% would like to file a report at a kiosk in case of mishandling their bags, in contrast to 83% interested to do so through their mobile phone.

"We expect the rise in the use of self-service to continue over the coming years as São Paulo Guarulhos grows and more services are made available," Quadros said.

The survey was carried out at global airports including Abu Dhabi International, Beijing Capital International, Frankfurt International, Hartsfield-Jackson, Chhatrapati Shivaji International and Guarulhos International Airport.


Image: Around 90% of passengers travelling through Sao Paulo Guarulhos International Airport were desired to use Self-boarding and self-service bag drop facilities to ease their journey.