SITA’s 2022 Passenger IT Insights research, published today, highlights pent-up demand for both business and leisure travel emerging from the pandemic, with passengers further embracing mobile and touchless technologies to make the journey as convenient and seamless as possible.
The survey reveals an increase in passenger use of mobile devices for booking, on board the airplane, and for bag collection in Q1 2022 compared to Q1 2020, while automated gates saw increases in adoption for identity control, boarding, and border control.
The results clearly reflect the accelerated digitalization of air travel since the outbreak of the pandemic and passengers’ willingness to adopt technologies. However, health verification is a pain point that has slowed end-to-end automation. In Q1 2022, despite some uptake of technology at this stage, over half of passengers were still doing their own research on health verification requirements and manually submitting…
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