BRUSSELS, Belgium—A new survey by Airline Business IT Trends predicts big gains for mobile check-in for flights and increased multi-functionality for airport kiosks.
The airlines' stated ambition is to reduce the number of passengers processed via agent check-in from 50 to 28 percent by 2013. Kiosk check-in is expected to remain static at just below 20 percent, while web check-in options will grow from a current 21 percent to 35 percent in 2013, and mobile check-in will advance from 28 percent to 75 percent by 2013.
Although the proportion of passengers using check-in kiosks remains static, the survey confirms the important role of kiosks in a multi-channel environment. Forty-seven percent of airlines plan to increase the number of kiosks they deploy as they gradually move toward the next step of adoption by adding new functionality for flight transfers and disruption management.
The Airline IT Trends Survey is an independent poll of senior IT personnel working within the top 200 passenger carriers; 129 airlines responded to this year's survey, including 14 percent classified as low-cost carriers, 81 percent full-service carriers and 5 percent charter carriers.
