Passengers using Mumbai airport have topped a list of major global airport hubs in using online bookings and web check-ins for air travel, a survey has found.
The 4th annual air transport world passenger self-service survey conducted by airline industry IT solutions provider SITTA, found that the preference for online biking was higher among Mumbai passengers than at any of the six international gateways included in this year’s survey.
Mumbai also stands out because of the popularity of web check-in, which was used by 25.6 per cent of passengers - a rate which was only exceeded by Atlanta, the worlds busiest airport, where the rate was 32.2 per cent .Overall, preference towards self-service check-in continues to grow at Mumbai, at 68.9 per cent this year, up from 60 per cent last year, and a global average of 62.9 per cent across the six airports surveyed.
The PSS Survey is an in-depth look at the attitudes and habits of a representative sample of the 232 million passengers who use these six leading international airports: Mumbai International; Sao Paulo Guarulhos, Brazil; Hartsfield –Jackson, Atlanta; Charles de Gaulle, Paris; Moscow Domededovo; and OR Tambo Airport, Johannesburg .The data is extracted from interviews with 2.193 passengers conducted at the departure gates earlier this year.
The number one reason cited by Mumbai passengers for not using self-service check-in was that they had bags to check-in as many of them did not see the value of self-service check-in options if they had to go an agent desk to drop off bags. Some also believe that it is not possible or too complicated to use self-service check-in options when there are bags to be checked in.
Maneesh Jaikrishna, SITA director for India and South Asia, said,”This year’s survey found that there was a significant increase in both awareness and availability of self-service check-in for passengers using Mumbai. Awareness of the self-service option in now almost at 80 per cent and continues to grow.”
The survey also found that passengers are spending more through airline web sites on ancillary services such as hotels and car hire and their numbers are expected to double. In Mumbai, over 40 per cent of passengers use airline websites to book hotel rooms or car rental which is well above the 20 per cent average.
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