Passengers happier when tech ushers them through passport checks

February 27, 2019 6:25 pm

Airline passengers are using automated technology for passport checks at double the rate recorded in 2017 and are more satisfied when doing so too, according to the SITA 2019 Passenger IT Insights report.

The latest study shows that 44 percent of passengers in 2018 sailed through automated passport control, a jump from 21 percent in 2017.

The report explores how technology is contributing to a smoother passenger experience at every step of the journey. At passport control, a traditional pain point of the journey, passengers recorded a satisfaction rate of 8.36 out of 10, which shows that they were 3.85 percent more satisfied when they used self-scanning gates to verify their ID, compared to those using agent-assisted controls.

“One of the standout findings of our report this year is that at every point in the journey, where passengers use technology, the rate of satisfaction is higher. Airlines and airports can see the benefit of their technology investments in making it easy for passengers, every step of the way. Over the years, booking, check-in and bag drop have increasingly become automated and passengers like it. Interestingly, this year the report shows how introducing automated passport controls, in collaboration with government and border agencies, also increases passenger satisfaction,” said Matthys Serfontein, SITA President, Air Travel Solutions, which co-sponsors the report.



Thumbs up for travel tech implementation

Automated gates used at boarding are another success for the industry and its passengers. Not only do they speed up the processing of passengers but they support more efficient operations and faster turnarounds. Again, SITA’s Insights show that satisfaction is 2.2 percent higher when passengers scan their own documents to get on board.

“Today, we have our Smart Path solution at airports around the world, from Australia to the Americas, which uses biometrics to automate the journey. Across the board, we have found that passengers are keen to use the biometric self-service process, when given a choice, over 90 percent of travelers typically opt-in. Actions speak louder than words and it’s becoming very clear from our Smart Path implementations that people like using biometrics for easy travel,” Serfontein added.



It seems that when it comes to verifying their identity, passengers are ready to use technology even more and in a variety of ways. SITA reports that 59 percent are ‘very willing’ to use their mobiles for ID verification along the journey, with a further 33 percent open to the idea.

While proving your identity using your mobile device is not an option widely available today, with nine out of ten passengers potentially welcoming this service, airlines and airports can be confident when moving to mobile services for ID identification. Passengers are looking to make their journey as easy as possible and mobile is top of the technologies they want to use.

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AMEinfo Staff
By AMEinfo Staff
AMEinfo staff members report business news and views from across the Middle East and North Africa region, and analyse global events impacting the region today.