Report Says 57% of Air Travel Passengers Ready for Biometrics

Air travel biometric ID checks

A new report has revealed that passengers report greater levels of satisfaction when using tech solutions in travel than those using face to face services.

Interestingly, biometric travel solutions was revealed to be a key area for investment in customer experience.

The 12th annual Passenger IT Trends Survey by air transport communications and information technology specialists SITA included responses from 7,031 respondents from 17 countries across the Americas, Asia, Europe, Middle East and Africa.

The report shows that identity verification is a key pain point for travellers and that automated identity checks at passport control and boarding increase passenger satisfaction.

SITA report biometric traveller ID

Key Findings

  • Passport control was reported as one of the lower points of satisfaction on the customer’s journey.
  • 37% of respondents currently use self-service solutions for automated ID checks and of these, satisfaction was high among those who used biometric options as opposed to face-to-face services – 8.4 on a scale of 1-10.
  • A majority of passengers are open to the idea of using a single biometric token to expedite their way through the airport – 57% of respondents would definitely use biometrics instead of boarding passes or a passport across the journey if this were available on their next flight.

It is encouraging that when passengers use biometrics they are even more satisfied with the experience. This demonstrates passenger acceptance of biometrics as a secure technology to deliver a seamless journey

A note of warning on security did emerge, with 33% of passengers reporting privacy concerns about biometric recognition at airport borders but this is could be attributed to the fact that travellers willing to adopt such technologies are likely to be savvier about potential pitfalls of new technologies.

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