As passengers in India become more familiar with the use of technology – particularly mobile – they expect to use it more on their airline journey. This is according to the 2017 SITA Passenger IT Trends Survey, a global survey released by IT provider SITA and co-sponsored by Air Transport World.
While the use of technology among Indian airline passengers remains high at check-in (87%) and booking (52%), 2017 saw tremendous growth in usage other points in the journey. The research showed while adoption remains low, self-bag drop usage climbed to 21% from 12% in 2016.
Passengers are also demanding new mobile services with 83% saying that they would definitely use flight updates on their mobile. And they would use their mobile for baggage services too: 82% would report mishandled bags and 79% would track their bags in real-time. This comes as no surprise with more than one billion Indians using at least one mobile device in 2016 of which 300 million are using a smart device.
Another area that is gaining the attention of passengers is the use of biometrics. India’s national biometric identity system is the largest in the world with over 1 billion enrolled members and Indian passengers have shown greater willingness to use biometrics to speed up their journey through the airport. In 2017, 70% of passengers in India said they would definitely use biometrics if given the option, removing the need to show a passport or boarding card at key points in the airport. This was well above the global average of 57%.