英文【国际航空电信协会(SITA)】2024年旅客IT洞察报告

SITA2024PASSENGERITINSIGHTS

©SITA2024

Contents

Executivesummary03

Technologyusageinthetravelexperience04

Digitaltravelcredentials06

Biometrics12

Sustainability17

Intermodaltravel21

Baggagesolutions25

Flightfrequency29

Methodology31

3

SITA2024PASSENGERITINSIGHTS

Executivesummary

Airtravelhassoaredsince2023,surpassingindustryexpectations,withforecastssuggestingfurther

growthin2024.SITA’s2024PassengerITInsightsreportshedslightontheevolvinglandscapeofairtravel,emphasizingthecriticalroleoftechnologyinenhancingpassengerexperiencesandmanagingtheanticipatedsurgeinairtraveldemand.

Aswelooktowardsafuturewhereairtraveldemandisexpectedtodoubleto8billionpassengersby2040,growingatanannualrateof3.4%,itbecomesimperativetoinvestintechnologyforefficientpassengerprocessingandcapacitymanagement.

Technologyusageremainshighacrossvarioustouchpointsofthetraveljourney,with90%ofpassengersutilizingtechnologyforbookingandrelyingheavilyonmobiledevicesforbooking,dwell-time,andon-boardactivities.Moreover64%ofpassengerssaidthatthemostimportantfactorthey’dliketoseeimprovedinthetravelprocessisshorterwaitingtimesattheairport.Andtech-nologyisheretodojustthat.Thesetrendsunderscoretheimpor-tanceofmovingtowardsgreaterusageofdigitaltravelcreden-tials(DTCs).Already,threeinfourpassengersarecomfortablestoringtheirpassportontheirphoneandsharingdigitalidentityandbiometricsinadvanceoftravel.However,theadoptionofbiometricsfaceschallengesduetoprivacyconcerns,highlight-ingtheneedforeducationandreassuranceaboutthesafetyandbenefitsofbiometrictechnology.

Sustainabilityisanotherkeyfocus,withtravelersshowingastrongwillingnesstopayextratooffsetcarbonemissions(11%ontopofticketprice)andmakebehavioralchanges,suchastakinglongerflightsorcarryinglighterbaggage,toreducetheircarbonfootprint.Intermodaltravelisalsogainingprominencewith65%oftravelersplanningtobookatleastoneinterrmodaltripinthenextyear.Youngerpassengersandbusinesstravelers,inparticu-lar,showahigherpreferenceforusingtravelagentstoconstructtheiritineraries.

Passengersseevalueinsmartluggagesolutionslikebaggagetrackingonmobiledevicesandoff-airportbaggagecollectionanddrop-offservices.Withtheoverallincreaseinpassengertraf-fic,theflyingpatternhaschanged.Avidtravelerstravelmore,andtheaveragenumberofflightstakenbyeachhasseenanotableshifttowardspersonalratherthanbusinesstravel.

Aswestepintothefuture,weareonthecuspofaneweraintravel.SITA’s2024PassengerITInsightshighlightsmajortrendsliketechnology,sustainability,andIntermodaltravelthatwilltransformanduprootthewaywework.Aswenavigatethisevolv-inglandscape,itiscrucialtoaddressprivacyconcerns,investinsmarttechsolutions,andpromotesustainablepracticestoenhancethepassengerexperienceandmeetthedemandsofthefuture.

DavidLavorel,CEO,SITA

SITA2024PASSENGERITINSIGHTS

TECHNOLOGY

USAGEIN

THETRAVEL

EXPERIENCE

5

SITA2024PASSENGERITINSIGHTS

In2023,airtravelsoared,surpassingindustry

expectations.

AccordingtoIATA’s‘GlobalOutlookforAirTransport’report,itisonlygoingtocontinuegrowing.Predictionssuggestthatdemandforairtravelwilldoubleto8billionby2040–anannualaveragegrowthof3.4%.Thisisanexplosivelevelofgrowth,settocontinueforasustainedperiod.

Giventhis,ensuringthepassengerjour-neyissmoothandefficientwillbemoreimportantthanevertotheaviationindus-try.Investmentintechnologywillbeessen-tialfortheindustrytomanagethisgrowth,inparticulartechnologythatcanhelpwithcapacitycreationandimprovedpassengerprocessingsuchasbiometricidentifica-tion,automatedbag-dropsandrealtimeinformationsystems.

Inadditiontothedevelopmentofthesekeytechnologies,adoptionbypassengers

willbefundamental.SITAresearchhasshownthattechnologyusagethroughoutthejourneyremainshighacrossanumberoftouchpoints.

Usageatbookingremainsalmostubiq-uitous,at90%,with‘dwelltime’and‘onboard’beingtheareasrankingsecondandthirdforhighesttechnologyusage.

Withinbooking,‘webbooking’accountsforthemajorityoftechnologyusage,although18%isalso‘mobile’booking.Inaddition,‘dwell-time’and‘onboard’technologyusagerefersto‘mobile’use-cases,mean-ingasignificantproportionoftechnologyusageacrossthejourneyismobile-based.

Lookingbackovertime,weseeanincreasedrelianceonmobiledevicesatkeystagesofthejourney.Forexample,

backin2019,only8%bookedtravelviaanairlineapp,whereasthishasincreasedtoapproximately20%overthelastcoupleofyears.

Ashighlightedlastyear,anothertechnol-ogyareathatairportsneedtocontinuetofocustheireffortsonise-gates,whereusagehasremainedflatyearonyear.Theseholdsignificantpotentialforenablingfuturegrowth,giventhebenefitsoffasterprocessing,subsequentshorterqueues,costbenefitsandmoreaccurateverification.E-gatesshouldthereforebeakeypriorityinairportandairlineongoingdigitaltransformationinitiatives.

%ofpassengersusing

technologyateachjourneystage

●Combined

●Web

Mobile

Kiosks

●e-Tag

72%

18%

●e-Gates

Booking90%

9%

27%

5%

Bagtag41%

Bagdrop23%

15%

20%

Identitycontrol35%

Dwelltime58%

Boarding19%

Onboard53%

5%

14%

3%

Bordercontrol22%

Bagcollection26%

SITA2024PASSENGERITINSIGHTS

DIGITALTRAVELCREDENTIALS

7

SITA2024PASSENGERITINSIGHTS

Potentialexistsforsignificantgrowthhere.Technologyinnovationisa

constantwithintheaviationspace.

Asseenabove,theforecasteddemandfortravelwillrequireairportstoadaptandadvancetheirdigitalcapabilitiestocopewithincreasingcapacityandflowdemands,withoutadditionalspace.Atthesametime,theyneedtomaintainahighstandardofsecurity.Utilizationofdigitaltraveltechnologyisnotsomethingthatisjustnicetohaveitisaninevitableoutcomeofthedemandsplacedonthecurrentairtravelindustryinfrastructure.

AsoutlinedinSITAsrecentDigitalTravelPaper,thebenefitsofembracingdigitaltravelaremultiple,fromfasterpassen-gerprocessingtobetteroptimizationofresources,toenhancedsecurity.

Benefitsofdigitaltravel:

Bymovingawayfromtherelianceonphysicaldocuments,digitaltravelcantacklethesechallenges.Itsmanybenefitsinclude:

Newrevenuestreamsfortravelplayers

Fasterpassengerprocessingandvastlyimproved

passengerexperiences

Strongersecurity

Optimaluseofresourcesandincreasedcapacity&scalability

Rapidresponsetochangesinoperationalprocessesbroughtaboutbyregulatorychanges,emerging

healthorsecurityconcerns,orcommercialneeds.

8

SITA2024PASSENGERITINSIGHTS

Inlightofallthis,SITA’s2024researchexploredindetail

travelerviewsofonekeyinnovationinthisspace,digital

travelcredentials.Forclarity,thedefinitiongiventoresearchparticipantswasasfollows:

ADigitalTravelCredential(DTC)allowspassengerstosharedocumentationwith

governmentsbeforetraveling,whichhelpsgovernmentsmanagewhoentersand

leavesthecountry.DTCsaredigitalrepresentationsofaperson’sidentity,suchasa

passport,storedinamobilewallet.DTCscanbeusedtoconfirmthattravelershaveavalidpassportanddigitalvisa.

TheoutlookforthefutureofDTCsishighlypromising,giventhatintotalthreeinfourpassengerswouldbecomfortablehavingtheirpassportstoredontheirphone(75%)andsimilarnumberswouldbecomfort-ablewithprovidingtheirdigitalidentityandbiometricsinadvanceoftravel(73%).

Lookingatpassengerdemographics,comfortwithbothstoringandsharingaDTCinadvanceoftravelissignificantlyhigheramongmenandyoungerpassen-gers.Furthermore,frequentflyersaresignificantlymorecomfortablewithstor-ingaDTCinadigitalwallet(84%vs73%

ofinfrequentflyers)andprovidingitinadvanceoftravel(82%vs72%ofinfre-quentflyers).Theseyounger,frequentflyersarelikelytobeearlyadoptersofdigitaltraveltechnologiesastheybecomemorewidelyavailable.

ComfortwithDigitalTravelCredential(DTC)indifferentscenarios

●Verycomfortable●SomewhatcomfortableNeithercomfortablenoruncomfortable

wSomewhatuncomfortable●Veryuncomfortable●Don’tknow

Havingadigitalpassportonyourphone(i.e.aDigitalTravelCredential[DTC]storedinasecuredigitalwallet)

44%31%10%7%

4%1%

Providingyourdigitalidentityandbiometricsinadvanceoftraveltomakethejourneymoreefficient(i.e.uploadingaphotoandyourcredentialstoadigitalwalletonasecureappbeforeyoutravel,sotheycanbecheckedinadvance)

39%34%11%8%

4%1%

9

SITA2024PASSENGERITINSIGHTS

Theseinitialfiguressuggeststrongpotentialforthefutureofthe

technology,ascurrentlytherearenoclearbarrierstoovercomein

convincingpassengerstoaccepttheconceptofdigitaltravel.Lookingattravelercomfortlevelsforsharingdigitaltravelcredentialswithdifferentoperators,thesearealsohighandconsistentacrosstheboard.

Threeinfour(76%)saytheywouldbe

comfortablewithsharingtheirDTCwith

anairline,followedbyanairport(74%)andbordercontrol(71%).

Onlyonein10passengersreportfeeling uncomfortablewithanyofthetraveloperators,andonly5%ofpassengersareuncomfortableacrossallthreeoperators.

ComfortprovidingDigitalTravel

Credential(DTC)todifferentoperators

VerycomfortableSomewhatcomfortable●NeithercomfortablenoruncomfortableSomewhatuncomfortableVeryuncomfortableDon’tknow

Bordercontrol

34%37%15%8%

3%3%

Theairport

35%39%14%7%

3%3%

Yourairline

38%39%12%7%

3%3%

10

SITA2024PASSENGERITINSIGHTS

Beyondpeople’scomfort,SITA’sstudytestedtheperceivedusefulnessof

digitaltravelcredentialsandwhethertherewasanappetiteforsucha

solutionamongtravelers.

Perceivedusefulnessof

havingalltraveldocuments

automaticallylinkedtodigitalidentityandstoredinasecurewalletonaphone

4%2%3%

6%

54%

31%

●Veryuseful

●Somewhatuseful

●Itwouldmakenoimpact

Itwouldbealittleunnecessary

●Itwouldbeacompletelyunnecessary●Don’tknow

Here,travelersclearlyseethepotentialbenefitsofaDTC.Themajority(85%)believethathavingaDTCwouldbeusefultotheirjourney,withmorethanhalf(54%)viewingitassomethingthatwouldbe‘veryuseful’.Youngertravelersareparticularlykeenonthisnewtechnology,asover90%oftravelersaged18-44viewedDTCsasusefultotheirjourney.

Appetiteremainshighevenwhenapotentialfeeforthetech-nologyisintroduced.Threeinfivetravelers(62%)wouldbeinterestedinpayingforsuchaservice,withoveraquarter(26%)sayingtheywouldbeveryinterested.

WhilefrequenttravelersaresignificantlymorelikelytosaytheywouldpayforaDTC(70%),theproportionofinfrequenttravelerswhoarewillingtodothesameisstillsubstantial(60%),meaningthereiswidespreadopportunityforrollingoutthetechnology.

InterestinpayingforaservicethatcouldissueaDTC

2%

10%

26%

11%

16%

36%

●Veryinterested

●Somewhatinterested

●NeitherinterestednoruninterestedNotveryinterested

●Notatallinterested

●Don’tknow

Theperceivedusefulness,andinterestinpayingfor,aDTCisparticularlyhighinAsiaPacificandMiddleEast/Africaregions,perhapsduetogreaterfamiliarity,asthistechnologyismorewidespreadintheseregions.

11

SITA2024PASSENGERITINSIGHTS

OnepotentialpointofcontentionweexploredinthisstudywasaroundtheissuingoftheDTC

–andwhethertravelerswouldinsistthiswasagovernment-runinitiative.

Whileonlyaquarterwouldtrustaprivate

companyasmuchasagovernment,another42%saytheywouldstillbeopentosuchcompanies

beingtheissuers.Asawholethismeansjust

underthreequartersoftravelers(70%)would

trust–orbeopentotrusting–aprivateentitytoissueaDTC,withonlyoneinfive(21%)sayingtheywouldnottrustaprivatecompany.

Theoverwhelmingviewamongtravellersisthat

privateorganizationshavethecredibilityandtrusttoissuesuchcredentials.

Supporttowardsprivateentitiesissuinga

DTCisparticularlypronouncedamongmalepassengers,youngerpassengersandthosetravelingforbusinesspurposes.

I’dtrustthemasmuchormorethanagovernmententity

28%

I’dtrustthemlessthanagovernmententity,butIwouldstillbeopentoit

42%

Iwouldn’ttrustaprivatecompanytodothis

21%

Don’tknow9%

Towhatextentwouldyoutrustanon-governmentalentitytoissueaDigitalTravelCertificate(DTC)?

SITA2024PASSENGERITINSIGHTS

BIOMETRICS

13

SITA2024PASSENGERITINSIGHTS

Biometrics:aneedforeducationtosolveamajorfrustration

SITAsstudyhighlightsthatdelays,longlinesandwait-timesarekeycausesoffrustrationinthetravelexperience.

Whenaskingtravelerswhichissueshavethemostnegativeimpactontheiroveralljourneysatisfactionlongwaitinglinesarethesecondmostimpactfulissue(21%)in2024,surpassedonlybydelaysandcancellations(43%).

Longwaitinglinesarealsoawidespreadissueamongtravelerswithhalf(50%)havingexperiencedtheminthepast.

Similarly,whenaskingpassengerswhatimprovementstheywouldliketoseeinthetravelexperience,shorterwaitingtimesattheairportcomeoutasbyfarthemostcommonlyselectedoption(64%)faraheadofareassuchasabilitytomakea

singlebookingforalllegsofthejourney(40%)orreal-timenotifications(34%).

Itisclearthatlongqueuesandwaittimesaresignificantfrustrationsthatpassen-gersarekeentoseeimproved.

Alongsidedigitaltravelcredentials,oneofthekeyareasoftechnologywhichcouldhelptoresolvetheseissueswouldbethewideruseofbiometricsacrossthetravelexperience.

ArecentSITAwhitepaper

FacetheFuture

outlinesindetailtheimportanceoftheadoptionofbiometrictechnology,aswellasthesignificantbenefitsitwillbringto

theindustry.Thereporthighlightstwokeychallengesthatareongoingorloominginthesector;staffshortagesthathavetakenholdsince2020,andtheupcomingneedtobetterutilizeairportspacegiventheboominpassengerscomingoverthenext15years.

Thesearebothchallengesthatbiomet-rictechnologycanenabletheindustrytoovercome,withmoreelementsofthepassengerprocessingexperiencebeingmovedoff-airport,freeingupexistingstafftobewhereairportandairlinesneedthemmost,anddrivingfasterprocessingforpassengersoncetheyarriveattheairport.

Issuesexperiencedinthepastandtheirimpact

Delays&cancellations

56%

43%

Longwaitinglines&congestionattheairport

50%

21%

Pricingissues

30%

13%

Mishandledbaggage

26%

12%

Nothavinggoodrouteoptions

22%

7%

Havingtogothroughhealthchecks7%

Borderentrydisruptions

10%

Noneoftheabove9%

IssuesexperiencedbeforeGreatestnegativeimpact

Whatarethe2mostimportantfactorsthatyouwouldliketoseeimprovedinthetravelprocess

overall?

64%

Abilitytouseonesingle

bookingandticketfor

theentirejourney

34%

Realtimenotifications

aboutthetraveljourney

throughadigitalapp

Dontknow3%Other2%

Shorterwaitingtimesattheairport

Baggagehandlingdoor-to-door

40%

22%

14

SITA2024PASSENGERITINSIGHTS

Whileairlinesandairportsneedto

taketheleadinbriningbiometric

technologytolife,theotheraspect

thatisfundamentallyimportantistheadoptionofthesetechnologiesby

passengers.

SITA’sresearchhasidentifiedthatinthelastyeartherehasbeenadecreaseinhowcomfortablepassengersarewiththeuseofbiometricsasidentification–likelyduetorisingpublicreser-vationsaroundprivacy–withtheaveragescoreacrossvarioustouchpointsdecreasingfrom7.4to6.7(outof10).

‘Security’(7.1),and‘Identifyverification’(7.0)aretheareasforwhichcomfortlevelsarehighest,buttheseremainbelow2023

levels.Whilethisstillrepresentsarelativelyhighlevelofcomfort,it’sanissuethattheaviationsectorwillhavetotakenoteof–giventhegrowingappetiteforrollingoutbiometricinitiativesamongairportsandairlines.

Comfortlevelsusingbiometricsatvarioustraveltouchpoints

●2023

2024

7.6

7.4

7.3

7.1

7.0

6.9

6.8

6.76.7

6.6

6.5

6.06.0

BoardingPayingfor

retail

(onboard)

7.37.37.2

6.9

Check-inBagtagprinting

Bag-dropIdentity

verification

Payingfor

retail(before

boarding)

SecurityLoungeaccess

Bag

collection

Bordercontrol

7.6

7.2

15

SITA2024PASSENGERITINSIGHTS

Theresearchshowstravelers’lackofcomfortandtrustwithdifferenttypesoforganizationsholdingtheirpersonaldata.

Mosttravelerssaytheywould‘trustafairamount’oronly‘somewhattrust’bordercontrol,airlinesandairportswiththeirpersonaldata.However,onlyaroundoneinfivesaytheywould‘trustalot’theseorga-nizationswiththeirpersonaldata(althoughaviationorganizationsdohavehigherlevelsoftrustthanthoseinseaorrailtravel,whereonly38%saytheytrustatleastafairamount).Whenweaskedpassengerswhattheirmainconcernswerewhenitcame

tobiometrics,thethreecomingupthemostuse:dataprivacy(49%),potentialforidentifytheftorfraud(47%)anddatamisuse(44%).

Toreapthebenefitsofbiometricsandfortravelerstoexperienceitsvalue,theindus-tryneedstoeducateandreassurethemaboutthesafetyandsecurityofthetech-nology.Addedtothatthereisaneedforeducationastowhatexactlybiometrics

are,howtheyareusedandwhatmakesthemsobeneficialtothetraveler.

Aswe’veseen,passengerswouldclearlyvalueamoreefficienttravelexperience,sogainingbuy-infortheuseofbiometricsisofsignificantimportance.

Trustindifferentproviders’handlingofpersonaldata

TrustalotTrustafairamount.SomewhattrustwOnlytrustalittleDonottrustatall●Don’tknow

Bordercontrol

21%36%26%9%

5%3%

Airlines

17%36%31%11%

3%1%

Airports

18%36%30%12%

3%1%

Cruise/rail

10%28%34%17%6%5%

16

SITA2024PASSENGERITINSIGHTS

Mainconcernswhenitcomestobiometric

identification

49%

Dataprivacy/security

44%

Potentialforidentitytheftorfraud

47%

Datamisuse

32%

Datasharingwithotherparties

26%

Accuracy&reliabilityofbiometricrecognitionsystems

26%

Notknowinghow&ifthedataisdeleted

13%

Compliancewithdatastoragepractices

4%

Noneofthese

1%

Other

SITAPASSENGERTRENDS2024

SUSTAINABILITY

18

SITA2024PASSENGERITINSIGHTS

Overall,thereisastrongwillingnessamongtravelerstotakeactionwhenitcomestosustainability.

Whenaskedwhatpercentageoftheirticket

pricepassengerswouldbewillingtopayextratooffsetcarbonemissions,theproportion

willingtopayonly10%orlesshasrisenfrom

53%in2023to64%in2024.Onlyonein

sevenwouldn’tpayanyextra,andtherehas

beenasmallincreaseintheproportionwillingtopaymuchhighersums(30%oftheirticketormore).

Femaletravelersandyoungertravelersreportasignificantlyhigherwillingnesstopaymoretooffsetcarbonemissionsthanmaleand

oldertravelers.

Overall,thismeansthatdespitethefinancialchallengesthatpeoplearefacinginthe

currenteconomicenvironment,theaveragesumpassengersarewillingtopayontopoftheoriginalticketpriceis10.8%-thesamepercentageasin2023.

Whilewillingnesstopaytooffsetcarbon

emissionshasremainedsteady,passengersarealsowillingtomakechangestotheirflyinghabitstolowercarbonemissions.

Morethanhalf(58%)wouldbewillingtotakeaflightthatwasanhourlongerifitmeant

a25%lowercarbonfootprint,andasimilar

number(57%)wouldbewillingtotakeatwohourlongerflightfora50%reduction(with

planesflyingatslowerspeedsincurringlowerCO2emissions).

Thismeansamajorityofpeoplearewillingtogiveupanelementofconvenienceforthesakeofamoresustainableaviation

experience.

Toanevengreaterextent,peoplearewillingtoconsidercarrying/checkinginlighter

baggageforthesakeofaloweremission

flight.Afull81%saythatthey’dbewillingtotakelessluggageoronlytakecarry-onluggageifthiswastheoutcome.

Aswesawwithcarbon-offsettingpayments,womenandyoungertravelersareevenmorelikelytobewillingtomakethesesacrificesinthenameofsustainability.

Overall,it’sclearthatbothfinanciallyandbehaviorally,thereisappetiteamong

passengerstodotheirpartinreducingemissionsintheaviationsector.

Averagepercentageof

ticketpricepassengers

10.8%

wouldbewillingtopayextratooffsetcarbonemissionsoftheirflightsin2024

NetRange20232024

<10%

45%

50%

10-20%

45%

38%

21-30%

6%

5%

31-40%

3%

3%

41-50%

2%

4%

Note:Responsesselecting0%areincludedinthenetrange‘<10%’

19

SITA2024PASSENGERITINSIGHTS

Notonlydoweseepassengerswillingtomakechangesforthesakeofsustainability–butincreasinglytheyalsowantairlinesandairportsto

encouragepassengerstoparticipateinfurtherenvironmentalinitiatives.

Whenaskingaboutthesustainabilityinitiativesthattravelersvalue

mostfrombothairportsandairlines–inbothcases‘makinguseof

technology’remainstheprimaryareathattravelerswouldvalue.Itis

clearthatfromthepassengerperspective,theybelievethattechnologyliesattheheartofcreatingasustainableaviationfuture.

Interestinglyhowever,whenconsideringbothairportsandairlines,

theareaseeingthebiggestincreaseinperceivedvaluesince2023is‘encouragingpassengerstotravelgreener’.

Forairports,therewasa7%increasefrom32%to39%andforairlinesthescoreincreasedfrom39%to48%–makingitthesecondmost

valuedinitiativeoverall.

Itshowsthatpassengersarewillingtoconsiderchangesintheir

personaltravelforthesakeofsustainability,buttheyalsowant

organizationsintheaviationsectortobedrivingwideradoptionofenvironmentalinitiatives.

Wouldflyfor

twohours

longerata

slowerspeed,

for50%loweremissions

Wouldmakeluggagechangesforaloweremissionflight

Wouldflyfor

anhourlonger,

for25%loweremissions

81%

58%

57%

20

SITA2024PASSENGERITINSIGHTS

Mostvaluedairport

sustainabilityinitiatives

58%

Makinguseoftechnologythathelps tomaketheairportmoresustainable

54%

Buildingairportinfrastructure

48%

Offeringwaterrefillingstationsandfreeaccess

39%

Encouraging

passengerstotravelwithloweremissionsandparticipatein

initiativestoreverse

environmentalimpact

Mostvaluedairline

sustainabilityinitiatives

64%

Makinguseoftechnologythathelps tomaketheairlinemoresustainable

48%

Encouraging passengerstotravelwithloweremissions andparticipatein initiativestoreverseenvironmentalimpact

Educatingpassengersonclimate

48%repercussionsand

whatairportsaredoingtoreverseenvironmental

44%damage

Usingsustainable

aviationfuel

SITAPASSENGERTRENDS2024

INTERMODALTRAVEL

22

SITA2024PASSENGERITINSIGHTS

Whilenotasprominentas‘shorterwaitingtimes’,theabilitytouseasinglebookingticketfora

wholejourneyisanotherkeyimprovementthat

passengerswanttoseewithintheoveralltravel

process(40%).Thisisparticularlynoticeableforfrequentflyers(44%)andthoseflyingforbusinesspurposes(43%).

W