When booking a flight, experience at the airport is an increasingly important consideration for passengers, beyond just cost and availability of destinations. SITA’s 2023 Passenger IT Insights report, published today, finds customers looking to technology to optimize every aspect of the post-pandemic travel landscape, from addressing pain points in the airport journey, to supporting air transport sustainability, to streamlining intermodal travel.
The report reveals that, as demand has skyrocketed post-pandemic amid lingering staff and resource shortages for airlines and airports, the resulting disruptions to air travel have taken their toll on passengers’ experience. Over half of passengers reported encountering flight delays and cancellations, with most highlighting the negative impact this had on their travel experience. It is therefore no surprise that concern over delays and cancellations causes anxiety at the booking stage for nearly one third of…
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