Research conducted at London City Airport has revealed that passengers are increasingly using technology with increased confidence for flight check-ins.
According to the research, in June this year, 53 percent of passengers checked in online and printed their boarding pass at home or downloaded it to their mobile phone – up from 43 percent the previous year, Luchtzak Aviation said in a release online.
The research also found that only one in five travellers – or 20 percent – used a manned-check-in desk at the airport – as compared to more than one in three, or 36 percent, who sought the assurance of a staff member handling check-in last year. Also, self-service check-in kiosks are becoming more popular as usage at the airport has increased from 10 percent to 21 percent in 12 months.
According to the airport, the findings demonstrate the impact of technology on the customer experience, the increased confidence of travellers in taking control of their journey, and the need to save time.
Declan Collier, CEO of London City Airport, said: ‘These findings show that 4 out of 5 people catching a flight from London City Airport are now checking themselves in, whether online or via a self-service kiosk in the terminal.
‘What really stands out to me is the obvious confidence travellers now have. You can provide all the technology money can buy, but your customers must want to use it. Much like shoppers using self-service check-out tills, or even self-service check-in booths at hotels, technology in travel and aviation is giving people choice – choice to own your journey and the processes needed to complete it. It is clear that air passengers have found the confidence to take control of their journey, save themselves time and do it their way in this digital age – a kind of digital DIY.’
The research also found that business travellers were the most likely to check-in online. Almost two thirds (61 per cent) of business passengers at the airport printed their boarding pass at home or downloaded to their mobile, compared to less than half (45 per cent) of leisure passengers.
London City Airport has the highest proportion of business travellers of any UK airport – around 55 percent of passengers, the report noted.
As part of efforts to improve passenger experience, London City is currently investing GBP16m in redeveloping its Western Pier, which houses 70 percent of its departure gates. The new pier will be 74 percent larger, with a contemporary open-plan layout, 600 additional seats and space for new retail and food and drink outlets.
