Passengers at Frankfurt Airport, one of Europe’s busiest hubs, are the world’s highest users of online check-in and mobile boarding passes, according to a global survey from SITA.
The SITA/Air Transport World Passenger IT Trends Survey shows that two-thirds of passengers at Frankfurt Airport regularly check-in online at home or in the office, and nearly one-fifth of the airport’s 58 million passengers regularly use mobile boarding passes.
The Passenger IT Trends Survey, conducted in six leading airports around the world, reports that 37% of Frankfurt passengers use kiosks to check-in, a rate that is 23% higher than the global average. In line with these findings, the survey also shows that passengers use counters less in Frankfurt than elsewhere, for both check-in and boarding passes.
There is, however, potential to increase the use of mobile devices for other travel-related services. While Frankfurt passengers are the highest users of mobile boarding passes – 19% compared to the global average of 10% – only 6% use their mobile devices to actually check-in. They want flight information updates available through websites and apps, but unlike travelers elsewhere in the world, prefer not to receive information by SMS. An overwhelming 91% of Frankfurt passengers would like the ability to search for ticket and fare information using mobile apps, but purchasing tickets using mobile devices is not a priority.
Jens Grabeleu, Vice President Information Management, Airside and Terminal Management, Corporate Safety and Security, for Fraport, the company that manages Frankfurt Airport, said: “Fraport recognizes that mobile services are increasingly important to our passengers at Frankfurt Airport. We are constantly working on our apps for iOS and Android to fulfill our passengers’ needs. We are also looking for new trends and innovative features, such as location-based services, to improve the quality of our services.”
The SITA/ATW study shows that Frankfurt passengers are interested in increasing their use of mobile technology. Seventy-seven percent of passengers said they would possibly or definitely use mobile devices to make changes to bookings. Likewise, 76% would like to buy ancillary services using their smartphones and tablets, and 70% would be prepared to buy tickets with mobile devices.
Dave Bakker, SITA President Europe, said: “With 76% of Frankfurt passengers carrying smartphones, there is huge potential for the airport and airlines to provide new travel services using mobile technology. Mobile services can help simplify and enhance the passenger experience, and in Frankfurt, passengers are clearly ready for the next generation of mobile services.”
SITA and ATW conducted the eighth annual Passenger IT Trends Survey with a sample of the 299 million passengers who pass through six of the world’s leading airport hubs: Abu Dhabi International; Beijing Capital International; Chhatrapati Shivaji International, Mumbai; Frankfurt International; GRU Sao Paulo International and Hartsfield-Jackson, Atlanta.
The survey included 2,489 passengers from more than 70 countries. Those surveyed comprised a mix of business and leisure travelers, and occasional and frequent flyers at all locations.