A survey commissioned by NCR Corporation shows European consumers who now check-in for flights online, by mobile phone and at kiosks also want to be able to use self-service technology to manage their entire travel experience, including delays. And they're more likely to choose travel providers that offer greater control through self-service.
"Today's consumer is accustomed to self-check-in, but what happens if that flight is delayed or cancelled?" said Wayne Miller, NCR's industry director for travel and lodging, Europe. "Travelers want to be able to quickly and easily respond to those unanticipated changes through self-service, mitigating any further disruption to their travel plans."
To ease the inconvenience, 78 percent of European respondents questioned by BuzzBack Market Research for the survey said they would find it helpful if airlines gave them the control to search and select alternative flights in the case of delays and cancellations. A further 69 percent of survey respondents said they would be more likely to choose a travel provider that offered them greater control over managing their entire travel experience through self-service, such as search, secure or make changes to flight, car rental and hotel reservations.
The report also states that a third of respondents would like to receive retail and concession offers based on preference and location. More than a fifth would like to keep entertained by using self-service technology to download movies and music, and almost two-fifths would like to use a mobile boarding pass to speed their way through security.
"Consumers are demanding more control in determining how, when and where they interact," said Miller. "Travel companies that can provide a seamless and personalized experience that adapts to consumer presence and preference in the air, behind the wheel or at the hotel will ultimately become the preferred provider themselves."
