Subscribe Free
in Air Transport / Technology / Airports

Middle East passengers world's most dissatisfied with baggage collection

Posted 18 October 2016 · Add Comment

Air passengers are demanding better access to technology to improve their travel experience according to a new survey from the International Air Transport Association (IATA) but airlines passengers in the Middle East are the most disgruntled in the world with baggage collection services, according to the survey.

Released at IATA’s World Passenger Symposium taking place this week in Dubai, the survey, which canvassed almost 7,000 travellers from 145 countries across six regions gives insights into what passengers believe they need for smooth travel.

Baggage handling and collection was a key bone of contention internationally with an average of 39% saying they now want electronic baggage tags to track their luggage from the start of the journey to the end. In the Middle East though, the call for electronic tags shot up to 41%.

Based on 6,920 responses, the survey found that passenger demands topping the list were:
• Arriving at the airport ready to fly
• Passing through security and border control once without having to remove personal items
• Uniquely-tailored travel options – and passengers are prepared to offer their personal data to access them
• Having the same connectivity in the air as on the ground
The survey revealed passengers want to be able to do more of the traditional airport processes ‘off airport’ by taking advantage of the latest digital self-service options. In 2016 the percentage of passengers who checked-in online and used a mobile boarding pass rather than a printed one increased from 69% in 2015 to 71%.
The GPS found that the majority of passengers are keen to see the baggage process shaken up with 33% of those surveyed wanting to self-tag their bags and 39% to use electronic bag tags. A considerable number of passengers would like to travel to the airport ‘baggage free’: 26% want their luggage picked up from home and delivered to the airport and 24% want to be able to drop off their luggage away from the airport. In addition, 61% of passengers expressed interest in tracking their bag throughout the journey. Airlines are facilitating this by adopting IATA’s baggage Resolution 753 which tracks bags at major journey points such as loading and unloading.
“Passengers want to arrive at the airport ready to fly by taking advantage of ‘off airport’ digital self-service options. IATA is helping the industry make this a reality for more travelers through its Fast Travel Program. If the industry meets its internal program goals, then by 2020, 80% of global passengers will have access to more self-service options,” said Pierre Charbonneau, IATA’s director, passenger and facilitation.
Passengers identified airport security and border control processes as two of their biggest pain points when travelling. The top frustrations were the wide variation in security screening procedures at different airports and the intrusiveness of having to remove personal items. A majority of passengers only want to pass through security and border control once during their journey.
To make security and border control areas as safe, effective and hassle-free as possible for passengers, the industry needs to embrace new Smart Security technology. With 40% of passengers choosing their route based on their airport transfer experience, airlines and airports can’t afford to ignore passengers’ wishes, IATA said.
Passengers also said they want airlines and airports to offer them a more customised travel experience with 85% willing to provide more personal data to make this happen.

Airlines and airports that make the most use of technology innovations will ultimately edge forward, the organisation predicted.
When it came to the airline, IATA said that passengers showed they want to be fully connected on board preferably through their own devices. The GPS found that 51% of passengers, a 12% increase on 2015, would prefer to use their own devices on-board - Bring Your Own Device (BYOD) - to access entertainment options.
“With availability of Wi-Fi connectivity continuing to have a direct impact on the overall air travel experience, adopting the latest on-board Wi-Fi technology remains an effective way for airlines to distinguish their brand” IATA commented.
“Passengers want convenience and quick results with their bookings and check-in, a seamless and secure airport experience and uniquely tailored experiences throughout their journey. They are ready to embrace the benefits of new technology when it comes to enhancing their travel experience. Airlines and airports that recognise this and provide passengers with easy-to-use mobile services, self-service options and one-stop security checks will improve the travel experience and passenger satisfaction," said Nick Careen, IATA’s senior vice president for airport, passenger, cargo and security.
 

* required field

Post a comment

Other Stories
Advertisement
Latest News

Spatial awarded A330 door trainer contract by Cebu Pacific

Spatial has been engaged by leading Philippine airline Cebu Pacific Air (PSE: CEB) for the supply, installation and commissioning of an Airbus A330 Door Trainer to be used for training cabin crew on the use and trouble-shooting of the

Etihad Airways sells minority stake in Darwin Airline

Etihad Airways has sold its minority stake in European regional carrier Darwin Airline.

LUG adds Emirates to customer portfolio in Frankfurt-Main

LUG aircargo handling has announced that it has agreed on a service contract with Emirates, headquartered in Dubai effective October 2, 2017.

Liebherr-Aerospace supplies further components for the Embraer E-Jets E2

Brazilian landing gear manufacturer ELEB has awarded Liebherr-Aerospace with a built-to-print contract regarding the leg strut and trailing arm for the main landing gear of the Embraer E175-E2.

IATA: Moving NewGen ISS forward

The International Air Transport Association (IATA) has announced key milestones toward implementing the New Generation of IATA Settlement Systems (NewGen ISS).

Dubai Airports awarded gold standard for air traffic control facility at DWC

Dubai Airports has been awarded gold standard according to the requirements of Leadership in Energy and Environmental Design (LEED) for the operation and maintenance of existing buildings of the air traffic control facility at Dubai

TAA SK 12MTHS16
See us at
Aviation Africa BT18418DIAC BT1105121117DASAS BT3006161117Commercial Aircraft Financing BT2017Global Aerospace BT28218AIME BT1204240118RMIT BT1631817DAS BT1105161117