Airline passengers prefers more self-service: IATA

Audrey Azoulay

Nov 20, 2007 (LBO) – Airline passengers increasingly prefer to do their own ticketing and checking in at airports, according to a global survey by the International Air Transport Association (IATA). The preference for self-service was revealed in IATA's annual Corporate Air Travel Survey of over 10,000 active travellers, which shows passengers are demanding more opportunities to take control of their travel experience.

The results showed that 89 percent of responding travellers preferred e-tickets to paper tickets and more than half had experienced internet check-in.

More than half of those surveyed said yes when asked if they wanted more self-service options.

"The self-service revolution is underway," Giovanni Bisignani, Director General and CEO of IATA, was quoted as saying in a statement.

"It's a win:win situation. Consumers demand the empowerment of new technology and the efficiencies it creates are critical for an industry that needs to reduce costs."

Online booking was the self-service feature travellers said they plan to use most often in future, followed by online reservation changes and online check-in.

Other preferred options include e-mail notification servi

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