Many Airline Passengers Still Prefer Interacting With Employees Instead of Technology
Skift Take
It's 2017. According to SITA, 98 percent of airline passengers fly with at least one mobile device. It's amazing that so many passengers still prefer to the face-to-face experience at airports. It's a lot slower than self-service, and often less effective.
Airline passengers who use mobile phones or self-service kiosks to handle simple tasks at airports, such as checking in for flights or dropping off checked luggage, are happier than customers who prefer face-to-face interactions, according to a new survey from SITA, a company that provides technology solutions to carriers.
Self-service options are almost always faster for travelers, and in some cases, passengers using mobile apps may access information easier than airport employees. An app, for example, might tell a passenger a flight is delayed before an agent knows it. And a good app allows passengers on delayed o
