would you favour airlines to provide the passenger with ... · pdf filewould you favour...

Source: IATA CATS 2008

Would you favour airlines to provide the passenger with more self-service options? (All Pax)

54%

24% 21%

0%

10%

20%

30%

40%

50%

60%

Yes No Do not know


Would you favour airlines to provide the passenger with more self-service options? (All Pax)

57%53%

64%

51%

22%25%

17%

28%22% 22% 19% 21%

0%

10%

20%

30%

40%

50%

60%

70%

Americas Europe Africa & Middle East Asia Pacific

Yes No Do not know


If available, which of the following self-service options would you like to use in an airport waiting gate area? (All Pax)

62%

46%

27%21% 19%

11%

0%

10%

20%

30%

40%

50%

60%

70%

Last minuteupgrades

Last minute seatchanges

Obtain transferinformation

Add frequent flyerinformation

Check-inadditionalbaggage

Re-print boardingpass


Which of these services would you be likely to use through the airline’s website, once you have booked your ticket online? (All Pax)

82%

55%49% 45%

14% 13% 10%0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Seatselection/change

Changing yourreservation

Adding frequentflyer information

Purchasing/requesting an

upgrade

Requesting specialneeds such as

wheel chair, crib,including special

meals

Purchase a mealfor flight

Purchasing extrabaggage allowance


If you had the choice would you prefer to have an electronic ticket or a conventional paper ticket for your airline trips? (All Pax)

89%

11%0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Prefer to have an electronic ticket Prefer to have a conventional paper ticket


How often (if at all) would you like to use each of these self-service facilities in FUTURE? (All Pax)

23%

37%33%

28% 27%

36%39% 37%

33%30%

28%

19%24%

29% 29%

12%

5% 7%11%

14%

0%

10%

20%

30%

40%

50%

E-mail notification Online booking Online Reservation change On-line check-in Printing on-line boarding pass(at home/ office)

Always Frequently Some times Not at all


Over the last 12 months, have you used the following check-in/ boarding options? (All Pax)

94%

69%56%

14%3%5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Check-in counter Automated check-in machine at

airport / CommonUse Self Service

kiosks

Online check-in Curbside check-in Phone check-in SMS check-in


E1. What are the most important factors in determining your choice of airline for business trips ? (Long Haul, Business Pax)

0% 10% 20% 30% 40% 50% 60%

OtherKiosk check-in is provided by the airline

Option to buy on the InternetOnline check-in is provided by the airline

Only flights available to particular destinationNationality of airline

Aircraft typeE-ticket is provided by the airline

Airport convenienceCorporate agreement with airline

On-Board facilities and EntertainmentCabin crew serviceOffered lowest fare

Connection timeAvailability of First or Business class

Airport loungesAirline reputation

Best for my connecting flightAirline (route) network

Punctuality of flightsValue for money

Safety StandardsPrevious good experience with the airline

Quality of ServiceMost convenient departure arrival times

Sleeping comfortNon-stop flights

Seat comfortFrequent flyer / Mileage programme


E1. What are the most important factors in determining your choice of airline for business trips ? (Short Haul, Business Pax)

0% 10% 20% 30% 40% 50% 60%

Other Sleeping comfort

Kiosk check-in is provided by the airlineOn-Board facilities and EntertainmentAvailability of First or Business class

Nationality of airlineAircraft type

Cabin crew serviceOnly flights available to particular destination

Online check-in is provided by the airlineOption to buy on the Internet

Corporate agreement with airlineAirport lounges

Airline reputationBest for my connecting flight

Airport convenienceE-ticket is provided by the airline

Previous good experience with the airlineAirline (route) network

Connection timeQuality of ServiceSafety Standards

Offered lowest fareSeat comfort

Value for moneyPunctuality of flights

Non-stop flightsMost convenient departure arrival times

Frequent flyer / Mileage programme


E1. What are the most important factors in determining your choice of airline for business trips ? (Short and Long Haul, Business Pax)

0% 10% 20% 30% 40% 50% 60%

Other Value for money

Sleeping comfortSeat comfort

Safety StandardsQuality of Service

Punctuality of flightsPrevious good experience with the

Option to buy on the InternetOnly flights available to particular

Online check-in is provided by the airlineOn-Board facilities and Entertainment

Offered lowest fareNon-stop flights

Nationality of airlineMost convenient departure arrival timesKiosk check-in is provided by the airline

Frequent flyer / Mileage programmeE-ticket is provided by the airlineCorporate agreement with airline

Connection timeCabin crew service

Best for my connecting flightAvailability of First or Business class

Airport loungesAirport convenience

Airline reputationAirline (route) network

Aircraft type

short haul long haul


G3. In a departure (airline) lounge, what are the most important services to you? You may select up to 5 answers. (All Pax)

0% 10% 20% 30% 40% 50% 60%

OtherMeeting room

Ground shuttle serviceLeisure/ Sports and fitness facilities

Office equipment Office desks

Airline information kiosks Ethernet

Smoking areaLive news and television

Friendly and efficient staffSelection of reading materials

Sockets for laptop powerLocation of lounge within the terminal

Choice of hot/ cold beveragesChoice and quality of food items

Seating comfort at peak hoursCleanliness

Comfortable seatsWashrooms/ Shower facilities

Relaxing atmosphere, decor and ambienceWireless Internet/ WiFi facilities

Free food or drinks


If available, which of the following self-service options would you like to use in an airport waiting gate area? (All Pax)

0%

10%

20%

30%

40%

50%

60%

70%

80%

Add frequent flyerinformation

Check-inadditionalbaggage

Last minute seatchanges

Last minuteupgrades

Obtain transferinformation

Re-print boardingpass



Which of these services would you be likely to use through the airline’s website, once you have booked your ticket online? (All Pax)

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Adding frequentflyer information

Changing yourreservation

Purchase a mealfor flight

Purchasing extrabaggage allowance

Purchasing/requesting an

upgrade

Requesting specialneeds such as

wheel chair, crib,including special

meals

Seatselection/change



Over the past 12 months how often have you used an electronic ticket for your trips? (2007)

0%

10%

20%

30%

40%

50%

60%

Business trips Leisure trips

All my trips More than 60% of my trips Less than 60% of my trips Never


Over the past 12 months how often have you used an electronic ticket for your trips? (All Pax)

11%

22%

28%

39%

5%

17%

32%

46%

0%

10%

20%

30%

40%

50%

Never Less than 60% of my trips More than 60% of my trips All my trips

2006 2007


Over the past 12 months how often have you used an electronic ticket for your trips?

0%

10%

20%

30%

40%

50%

60%

2006 Business trips 2007 Business trips 2006 Leisure trips 2007 Leisure trips

All my trips More than 60% of my trips Less than 60% of my trips Never


Over the past 12 months how often have you used an electronic ticket for your Business trips?

10%

33% 34%

23%

6%

24%

33%37%

0%

10%

20%

30%

40%


2006 2007


Over the past 12 months how often have you used an electronic ticket for your Leisure trips?

13%

21% 22%

44%

9%

22% 20%

49%

0%

10%

20%

30%

40%

50%

60%


2006 2007


If you had the choice would you prefer to have an electronic ticket or a conventional paper ticket for your airline trips? (All Pax)

87%

83%

80%

77%

92%90%

89%

85%

70%

75%

80%

85%

90%

95%

Americas Europe Africa and Middle East Asia Pacific

2006 2007


Is the fact that an airline offers e-ticketing a reason for choosing an airline (All Pax)?

16%13%

9%12%

33% 35% 34% 35%

48% 48%

55%

48%

3% 4% 3% 5%0%

10%

20%

30%

40%

50%

60%


Very much Somewhat Not at all Do not know


What do you think are the main benefits of an electronic ticket over a convential paper ticket? (All Pax)

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Do not need tobring my

airline ticket(s)when I check-

in

Easy tochangeflight(s)/routing I

booked withthe airline

Easy tochange flights/

routing Ibooked with

differentairlines

Easy to obtainrefunds

I can accessmy electronic

ticketanywhere and

at anytime

I immediatelyreceive my e-

ticketconfirmation

by e-mail

I receive areceipt of mybooking by e-

mail

Instant on-linenotification of

flight/ gatechanges

Do not know Other


!Note: Base is total number of respondents that answered to prefer electronic ticket



0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Automated check-in kiosk /

Common Use SelfService Kiosks

Check-in counter Curbside check-in Online check-in Phone check-in SMS check-in




0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Automated check-in machine at

airport / CommonUse Self Service

kiosks

Check-in counter Curbside check-in Online check-in Phone check-in SMS check-in

2005 2006 2007


M.2 How satisfied were you with the following services in the past 12 months? (All Pax)

0%

10%

20%

30%

40%

50%

60%

70%

Very

satis

fied

Satis

fied

Not

satis

fied

Very

satis

fied

Satis

fied

Not

satis

fied

Very

satis

fied

Satis

fied

Not

satis

fied

Very

satis

fied

Satis

fied

Not

satis

fied

Very

satis

fied

Satis

fied

Not

satis

fied

Very

satis

fied

Satis

fied

Not

satis

fied

Check-in counter Automated check-inkiosk/ Common UseSelf Service kiosk at

airport



How satisfied were you with the following services in the past 12 months? (All Pax)

0%

10%

20%

30%

40%

50%

60%

70%

Very satisfied Satisfied Not satisfied Very satisfied Satisfied Not satisfied Very satisfied Satisfied Not satisfied

Check-in counter Automated check-in kiosk/ Common UseSelf Service kiosk at airport

Online check-in



How satisfied were you with the following services in the past 12 months? (All Pax)

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

(Very) Satisfied Not satisfied (Very) Satisfied Not satisfied (Very) Satisfied Not satisfied

Check-in counter Automated check-in kiosk/ Common UseSelf Service kiosk at airport

Online check-in



Over the past 12 months how often have you used ? (All Pax)

0%

10%

20%

30%

40%

50%

60%

70%

80%

Alw

ays

Freq

uent

ly

Som

etim

es

Onc

e

Alw

ays

Freq

uent

ly

Som

etim

es

Onc

e

Alw

ays

Freq

uent

ly

Som

etim

es

Onc

e

Alw

ays

Freq

uent

ly

Som

etim

es

Onc

e

Alw

ays

Freq

uent

ly

Som

etim

es

Onc

e

Alw

ays

Freq

uent

ly

Som

etim

es

Onc

e

Check-in counter Automated check-inkiosk/ Common UseSelf Service kiosk at

airport




Given the choice, which of the following check-in options do you prefer MOST/ SECOND AND THIRD? (All Pax)

0%

10%

20%

30%

40%

50%

Given the choice, which of the following doyou prefer MOST:

Given the choice, which of the following doyou prefer SECOND:

Given the choice, which of the following doyou prefer THIRD:

check-in desk check-in kiosk mobile phone check-in online


Given the choice, which of the following check-in options do you prefer MOST/ SECOND AND THIRD? (All Pax)

0%

10%

20%

30%

40%

50%

60%

Americas Europe Africa andMiddleEast

AsiaPacific


AsiaPacific


AsiaPacific

Given the choice, which of the following doyou prefer MOST:

Given the choice, which of the following doyou prefer SECOND:

Given the choice, which of the following doyou prefer THIRD:

check-in desk check-in kiosk mobile phone I prefer to check-in online


What do you think are the main benefits of on-line check in? (All Pax)

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Ability tobypass the

check-in desk

Ability tocheck-in well

before theflight

Easy to makeupgrades on

(multiple)flights

Easy/ Moreuser-friendlyto check-in

I can add myfrequent flyernumber (very

easy)

I can check-inin my

language ofpreference/

nativelanguage

I can easilymake/ change

my seatassignment

I can get anelectronic

receipt of mycheck-in

I can print myboarding

card(s) when Icheck-in

Do not know Other


!Note: Base is total number of respondents that answered to be (Very) Satisfied with on-line check-in


What do you perceive to be the major drawbacks of online check-in? (All Pax)

3%9%

17%22% 22%

28% 29%34%

50%

0%

10%

20%

30%

40%

50%

60%

No drawbacks Other Difficult tochange flights Ibooked with my

airline

Difficult toretrieve bookinginformation to

check-in online

Difficult tochange flights

involvingdifferent airlines

Difficult to use Difficult to check-in together with

other co-travellers

I like to deal witha person

Difficult if youhave luggage to

check-in

!Note: Small respondents base as only those answered that are not satisfied


What do you think are the main benefits of a check-in kiosk? (All Pax)

0% 10% 20% 30% 40% 50% 60% 70% 80%

Other

Option to check-in multiple Persons

Easy/ More user-friendly to check-in

Easy to make upgrades on (multiple)flights

Do not know

Check-in with my Master/ Visa/ Credit Card

Check-in in my language of preference/native language

Check-in goes faster

Can print tags for my hand luggage

Can print my boarding card when I check-in

Can get an electronic receipt of my check-in

Can easily make/ change my seatassignment

Book stand-by on different flights

Add my frequent flyer number (very easy)

Ability to check-in at any time


!Note: Base is only respondents that are (Very) Satisfied with check-in kiosk


When checking-in for your flight using a kiosk, given same functionalities and time for processing, would you care if a kiosk you used was only for

your airline or was shared between many? (All Pax)

19%12%

17% 15%

61% 65%60% 58%

19%23% 23% 26%

0%

10%

20%

30%

40%

50%

60%

70%


Yes No Do not know


How do you usually receive your boarding pass? (All Pax)

40%

54%

81%71%

25%20%

8%13%

35%25%

10%15%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%


Check-in counter Check-in kiosk Printing at home/ office Other


How do you prefer to receive your boarding pass? (All Pax)

31%36%

47%

55%

22% 21%

13% 15%

47%42% 40%

30%

0%

10%

20%

30%

40%

50%

60%


Check-in counter Check-in kiosk Printing at home/ office Other


Did you print your boarding pass on-line (at home/ office) in the past 12 months? (All Pax)

9% 6% 5%

29%

18%

6% 9%

23% 21%

10%17%

11% 12% 9% 12%

28%

43%

72%

58%

2%0%

10%

20%

30%

40%

50%

60%

70%

80%


Always Frequently Sometimes Once Never


Did you experience any difficulties when printing and/or using an online boarding pass? (All Pax)

14% 17% 19% 15%

86% 83% 81% 85%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Yes No


Did you experience any difficulties when printing and/or using an online boarding pass? (All Pax)

49%

16% 14% 11% 11%19%

9% 13%

0%

10%

20%

30%

40%

50%

60%

Printing theon-line

boardingpass

Printing myon-line

boardingpass(es) forconnecting

flight(s) withdifferentairline(s)

Printing myon-line

boardingpass for a

connectingflight with

same airline

PassingSecurity

PassingPassportControl

Finding myflight

reservation

Boarding theplane

Other


Was a fast bag drop point always available at the airport in the past 12 months when you had your online boarding pass printed at home/office?

81%90%

82% 85%

19%10%

18% 15%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Yes No, a fast bag drop point was not available


When Boarding the aircraft at the gate, would you see any benefit of having an automated boarding gate available to you similar to those used

in Train and Metro stations? (All Pax)

40%

51%59%

48%

36%30%

23%

34%

24%19% 18% 18%

0%

10%

20%

30%

40%

50%

60%

70%


Yes No Do not know


Would you prefer to have only ONE boarding pass when travelling an itinerary involving many segments (that is to say multiple routes/ legs)?

(All Pax)

57%65% 65% 66%

31%24% 26% 23%

12% 12% 8% 11%

0%

10%

20%

30%

40%

50%

60%

70%


Yes No Do not know


Would you prefer to have only ONE boarding pass when travelling an itinerary involving different airlines? (All Pax)

47%

57%51% 53%

41%

30%

38% 35%

12% 13% 11% 12%

0%

10%

20%

30%

40%

50%

60%


Yes No Do not know


How often (if at all) would you like to use each of these self-service facilities in FUTURE? (All Pax)

0%

10%

20%

30%

40%

50%

60%

AutomatedCUS Kiosk

Re-routingmissed orcancelled

flights

Post-arrivalassistance

Notificationservice by

SMS service

E-mailnotification

Onlinebooking

OnlineReservation

change

On-linecheck-in

Printing on-line boarding

pass (athome/ office)

Phonecheck-in

SMS check-in

Remotebaggagedrop-offservice

Always Frequently Some times Not at all

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