Transferring to another flight is the main cause of stress among São Paulo passengers and 86% are interested in using self-service kiosks to transfer flights, a jump from 65% last year. The results of this year’s survey indicate that passengers welcome self-services that will ease their journey.
Interestingly, passengers at São Paulo have a higher level of interest in new baggage services than the global averages from the six leading airports surveyed. Some 88% would like to receive real-time baggage information on their mobile phones; 79% would print their own bag tags in contrast to a global average of 68%; and 69% would use self-service bag drop. In the unfortunate case of their bag being mishandled, a remarkable 92% would like to file a report at a kiosk and 83% would be interested to do so using their mobile phone. The demand is there, but only 17% currently use a staffed bag-drop and a mere 1% use self bag-drop, showing huge scope for growth in this area.
Elbson Quadros, Account Director, SITA, speaking at the Airport Infrastructure Investors Forum in São Paulo (http://www.sita.aero/
It is no surprise that mobile services are popular at this airport; 99% of passengers surveyed were carrying a mobile phone and just over half of these passengers had smartphones. More than 80% of passengers surveyed are interested in using their phone to search for flights and receiving flight updates, while 82% would like to use their phones to help navigate the airport.
Quadros, added: “SITA works with airports and airlines to help improve the passenger experience and this survey gives a unique insight into passenger needs. We have learned from our work around the world, that once self-service is widely available and well-promoted, the public respond with enthusiasm. We expect the rise in the use of self-service to continue over the coming years as São Paulo Guarulhos grows and more services are made available.”
These findings are from the seventh annual SITA/ATW Passenger Self-Service Survey, carried out among a sample of the 280 million passengers who pass through six of the world's leading airport hubs: Abu Dhabi International;
More information on this and other SITA surveys can be found at www.sita.aero/