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Chidozie Uzoezie

African Travellers Embrace Mobile and Touchless Technologies



SITA’s 2022 Passenger IT Insights research, published today, highlights pent-up demand for both business and leisure travel emerging from the pandemic, with passengers further embracing mobile and touchless technologies to make the journey as convenient and seamless as possible.


The survey reveals an increase in passenger use of mobile devices for booking, on board the airplane, and for bag collection in Q1 2022 compared to Q1 2020, while automated gates saw increases in adoption for identity control, boarding, and border control.


The results clearly reflect the accelerated digitalization of air travel since the outbreak of the pandemic and passengers’ willingness to adopt technologies. However, health verification is a pain point that has slowed end-to-end automation. 


In Q1 2022, despite some uptake of technology at this stage, over half of passengers were still doing their own research on health verification requirements and manually submitting documentation.


SITA’s research also finds reduced technology adoption in the early stages of the journey (check-in, bag tag, and bag drop) in favor of manual processing. Uncertainty about health requirements and travel rules has likely led travelers to seek more staff interaction when starting the journey.


The survey shows that the more technology there is during travel, the happier passengers are. As many as 87% of passengers have positive emotions about identity control, up 11% from 2016; the same is true for 84% of passengers about bag collection (up 9%). 


These are also the areas where technology adoption has risen the most, driven by mobile and automated gates, with half of passengers now additionally receiving real-time information at bag collection on time until delivery. 


Asked about comfort levels with biometric identification throughout the journey, passengers scored an average of almost 7.3 out of 10 (with 10 representing most comfortable), most likely reflecting their desire for ease of travel moving forward from the pandemic.   


David Lavorel, CEO, SITA, said: “It is exciting to see demand recovering and even surpassing pre-pandemic levels, not just for leisure but also for business travel.


We are seeing that the technology-driven end-to-end passenger journey is becoming a reality, as the air transport community continues to digitalize its travel processes and industry operations, accelerated by the pandemic.


We are also seeing that passengers are increasingly embracing mobile and touchless technologies across the journey, to make their travel as convenient and seamless as possible. 


The use of IT to help drive and sustain the recovery of air travel is vital today, and it is also critical to the post-pandemic digital journey of tomorrow.”


As that recovery gathers pace, SITA’s Passenger IT Insights survey says that passengers intend to fly more from 2023 onwards than they did prior to the pandemic, anticipating averages of 2.93 flights per passenger per year for business, and 3.90 for leisure.


When weighing up whether to fly or not, the main barriers are ticket prices, health risks, and geopolitical risks.  Passengers also consider sustainability before they choose to fly.


Around half of passengers would value airports and airlines putting in place new IT solutions to support sustainability (such as monitoring airport environmental performance to reduce emissions and flight path optimization to reduce fuel burn).


On the airport front, this initiative has overtaken green airport infrastructure for most valued since Q1 2020, suggesting all eyes are on the promises of technology to support concrete reductions to the environmental impacts of the industry.


Almost all passengers would pay on average 11% of their ticket price to offset carbon emissions from their flight.


Asked if the air transport industry is doing enough to become more sustainable, more than half of passengers either think not, or don’t know, suggesting there is room for industry improvement in communicating sustainability initiatives and actions.

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Comments (33)

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21 sept. 2022

We just booked our QATAR 🇶🇦 HÔTEL yesterday for 2 différent short stars of 2 nights and 3 nights for the Final… https://www.14sb.com/fifa-world-cup-hotels.html . Not exactly cheap but ok price for 4.5 Stars luxury and in Doha Center City! Thanks and Good Luck everyone! Vamos MEXICO!

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30 sept. 2022

Wow! Stunning! Hilton seems to be taking Africa by storm. Just a couple of years back, they opened the first ever in Eswatini.

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kasarokcaesar
24 oct. 2022

Wonderful event and topics discussed, hopefully we see the manifestations in our African airline businesses in the nearest future. Kudos to you all.

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10 nov. 2022

Hi, I'm Lucy. Please how do I embark on my travel/ tour business. I am newbie and help..

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18 nov. 2022

Prices in the Sol Torremolinos Don Pablo are the same than two weeks ago.

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04 déc. 2022

Good location astounding but the staffs are rude and they make me wait so long for the service. They charge me more than what is on the website and did not refund me the manager is not helping with the issue


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15 déc. 2022

WoW. Amazing Review. 👍

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07 janv. 2023

I spent the holidays here, I don't know why but during the holidays their reception smells like a piss Id rather not spend my special occasions here

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07 août 2023
En réponse à

Where is here.

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27 janv. 2023

Thank you for sharing such a detailed review about ethiopian airlines in your post. I am an avid traveller and keep reading flight reviews to assess the options available. Your review particularly drew my attention because you have shared so many pictures to capture every aspect of the flight experience. It is a very nice effort.


More Info : https://www.cleartrip.ae/flight-booking/ethiopian-air-airlines.html

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27 févr. 2023

I am really tempted to book the next ethiopian airlines ticket and relive your journey. The pictures shared with the post also reflect that you truly enjoyed the travel. Great post! I also like the fact that you have covered nuances about the food and entertainment service through the pictures. It helps people know what to expect on their travel by this airline.


More Info : https://www.cleartrip.ae/flight-booking/ethiopian-air-airlines.html


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