Air travellers want more self-service, study finds

Wed Oct 6, 2010 1:14pm GMT

* Easier security and passport control eyed

* Most passengers now checking in online

By Robert Evans

GENEVA, Oct 6 (Reuters Life!) - International airline passengers want self-service extended from online booking and kiosk check-in to security and passport control and boarding their flights, an industry report said on Wednesday.

The report, based on surveys taken at seven major airports on five continents, said most travellers also want more automation for handing in baggage and paying excess fees, reporting missing luggage and switching flights.

The surveys found that on-line booking and check-in have well overtaken the traditional methods of visiting an airline office or travel agent and collecting boarding passes from registration desks at the airport.

"People just want more self-service at every step of their journey," said Quentin Browell, spokesman for the airline industry's leading information technology supplier SITA which issues the report annually.

The report said an average of 71 percent of passengers surveyed at the seven hubs had booked in online or at automated airport kiosks for their flights, and many more would be ready to do so if they understood the process better.   Continued...

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