Here's How Passengers Say Airlines Can Improve the Travel Experience
What bugs you about traveling? How are airlines messing up the baggage process? Do you prefer built-in IFE or do you BYOD — Bring Your Own Device? Want to use your fingerprint as your boarding pass? These are just a few of the topics addressed in the International Air Transport Association (IATA) 2017 Global Passenger Survey.
This wide-reaching survey collected 10,675 responses from passengers hailing from more than 152 countries across the world. The results were unveiled this week at the IATA World Passenger Symposium (WPS) in Barcelona.
The biggest priorities included more automation throughout airport processes, simplifying identification by introducing biometrics, airlines keeping passengers up-to-date with real-time information sent directly to personal devices and introducing more efficient security and easier border controls.
Here are some of the most fascinating and noteworthy stats:
82% of travelers want a digital passport
Survey respondents overwhelmingly said yes to the idea of using a digital passport on their smartphones to make their travel experience easier. Once you verify your identity, you'd be able to use this digital identity to auto-fill your information when booking flights, confirm your identity at security and even pass through border control just using your smartphone.
64% want biometric identification
Digital passports would eliminate the need for a physical ID, moving it onto your phone. But, what if you didn't even need your phone to pass through the airport? 64% of survey respondents said they would want to use biometric data as the single item to get them through the airport experience.
IATA is working on a biometric solution called One ID. IATA's Senior Vice President for Airport, Passenger, Cargo and Security Nick Careen explains:
Passengers want to use one single biometric identity token for all their travel transactions from booking flights to passing security and border control and picking up their bags. IATA's One ID project is rapidly moving travel towards a day when a face, iris, or fingerprint will provide the key to a seamless travel experience. The technology exists. Its use in aviation needs to be accelerated.
50% want to track their bag at all times
Half of respondents said that they want to have real-time information about their checked baggage. US carriers seem to be leading the globe in baggage tracking, with Delta and American at the forefront. Soon, airlines won't have the option of whether or not to track bags, at least internally. A recent IATA resolution is requiring bag tracking at critical handing points by June 2018.
Bag tracking is just one part of an overall trend in the survey about the amount of real-time information passengers want. 63% of respondents say they want more real-time info. 85% of passengers want flight status updates, 51% want to know security wait times and 58% want to know wait times at arrival customs.
72% want the option to self-board
Ticking up slightly from the 2016 results, 72% of respondents said they'd prefer to use self-boarding gates rather than using a gate agent-controlled boarding process.
68% want to self-tag their bags
Focusing on baggage, 68% want to be in control of the bag tagging process, utilizing options like Alaska's at-home bag tag process or kiosks at the airport. Whether airlines like it or not, self-tagging is the future. Star Alliance airlines are working to make it the new standard across its airlines.
Once you have the bag tagged, just under half of those surveyed said they prefer self-bag drop options.
42% want to BYOD for IFE
When given the choice between having an in-flight entertainment screen and streaming content to passenger devices, 42% would prefer a Bring Your Own Device (BYOD) system vs. 45% preferring the in-seat screen.
What's Important to Passengers
The survey also quizzed respondents on how airlines are doing across various aspects of the travel experience and how important these aspects are to the traveler. On-board service was found to be the most influential aspect of overall satisfaction, and travelers are only barely satisfied with the current state of affairs.
Passengers are generally pleased with online booking and online check-in processes. But, this seems to be merely expected at this point, not making a significant impact on overall satisfaction. In this global survey, in-flight entertainment was the aspect airlines were judged to be the worst at.
Were you surprised by any of these responses?
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- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
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- Annual Fee is $325.
- Terms Apply.
Rewards Rate
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 3X | Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com. |
| 2X | Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com. |
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You may be eligible for as high as 100,000 Membership Rewards® Points after spending $6,000 in eligible purchases on your new Card in your first 6 months of Membership. Welcome offers vary and you may not be eligible for an offer.As High As 100,000 points. Find Out Your Offer.Annual Fee
$325Recommended Credit
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Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.