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Satisfaction survey

Self check-in kiosks at Don Mueang airport. Tawatchai Kemgumnerd

Air passenger satisfaction is higher when self-service technologies are applied, according to the 2017 Passenger IT Trends Survey by Sita, the specialist in air transport communications and information technology.

Co-sponsored by Air Transport World magazine, the survey was conducted online in the second quarter of this year. It received 7,031 respondents from 17 countries across the Americas, Asia, Europe, Middle East and Africa.

The survey found that passengers rate their journey very highly with an overall satisfaction rate of 8.2 out of 10 but this is boosted even further when technologies such as mobile services and biometrics are used.

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