ACI EUROPE release new survey on the effects of automation and digitalisation on passenger experience
ACI EUROPE has released a new survey, conducted with Silver Linings Research, addressing the impact of digitalisation and automation on the passenger experience.
Through almost 3,000 interviews across 21 airports, passengers were asked a series of questions at the departure gate relating to their personal sentiment towards digitalised passenger experiences – from mobile boarding passes to self-service baggage drops.
The survey found that a high proportion of passengers (73%) are confident in using digital or online products and services, with this decreasing in older age. The majority of passengers now check in online or via mobile (70%), with most finding it easy, quick, and efficient. 63% of passengers scan their boarding cards using a digital device.
For border control and security screening, the penetration of digital services was less apparent: only 42% of passengers surveyed used the self-service border control gate, with 41% unaware of this option. However, the majority of passengers using the self-service gate rated it as good or excellent, praising the time saved using this digital option. For security, 88% still use the standard security lane, with a mobile boarding card the most popular option: less than 1% used biometrics to access the security area. However, both e-gate options were rated highly by passengers based on ease, quickness and efficiency.
Addressing the barriers to further digitalisation, the main barrier was discovered to be a lack of trust in technology, with passengers concerned about technical failures or the loss of their mobile devices. Suggestions for improvement include the availability of staff assistance and making the technology as simple as possible for the user. 19% of passengers also shared concerns about the privacy of data, highlighting a need for airports to keenly consider security as part of their digital transformation.
The full survey can be found below.
ACI EUROPE Survey on the Impact of Digitalisation and Automation on the Passenger Experience
