Would you favour airlines to provide the passenger with more self-service options? (All Pax) 6 5 54% 24% 21% Yes No Do not know
Would you favour airlines to provide the passenger with more self-service options? (All Pax) 7 6 5 57% 53% 64% 51% 22% 25% 22% 22% 17% 28% 19% 21% Americas Europe Africa & Middle East Asia Pacific Yes No Do not know
If available, which of the following self-service options would you like to use in an airport waiting gate area? (All Pax) 7 6 5 62% 46% 27% 21% 19% 11% Last minute upgrades Last minute seat changes Obtain transfer information Add frequent flyer information Check-in additional baggage Re-print boarding pass
Which of these services would you be likely to use through the airline s website, once you have booked your ticket online? (All Pax) 9 8 7 6 5 82% 55% 49% 45% 14% 13% Seat selection/change Changing your reservation Adding frequent flyer information Purchasing/ requesting an upgrade Requesting special needs such as wheel chair, crib, including special meals Purchase a meal for flight Purchasing extra baggage allowance
If you had the choice would you prefer to have an electronic ticket or a conventional paper ticket for your airline trips? (All Pax) 10 9 8 7 6 5 89% 11% Prefer to have an electronic ticket Prefer to have a conventional paper ticket
How often (if at all) would you like to use each of these self-service facilities in FUTURE? (All Pax) 5 23% 36% 28% 12% 37% 39% 19% 5% 33% 37% 24% 7% 33% 28% 29% 27% 29% E-mail notification Online booking Online Reservation change On-line check-in Printing on-line boarding pass (at home/ office) 11% 14% Always Frequently Some times Not at all
Over the last 12 months, have you used the following check-in/ boarding options? (All Pax) 10 9 8 7 6 5 94% 69% 56% Check-in counter Automated checkin machine at airport / Common Use Self Service kiosks 14% 5% 3% Online check-in Curbside check-in Phone check-in SMS check-in
E1. What are the most important factors in determining your choice of airline for business trips? (Long Haul, Business Pax) Frequent flyer / Mileage programme Seat comfort Non-stop flights Sleeping comfort Most convenient departure arrival times Quality of Service Previous good experience with the airline Safety Standards Value for money Punctuality of flights Airline (route) network Best for my connecting flight Airline reputation Airport lounges Availability of First or Business class Connection time Offered lowest fare Cabin crew service On-Board facilities and Entertainment Corporate agreement with airline Airport convenience E-ticket is provided by the airline Aircraft type Nationality of airline Only flights available to particular destination Online check-in is provided by the airline Option to buy on the Internet Kiosk check-in is provided by the airline Other 5 6
E1. What are the most important factors in determining your choice of airline for business trips? (Short Haul, Business Pax) Frequent flyer / Mileage programme Most convenient departure arrival times Non-stop flights Punctuality of flights Value for money Seat comfort Offered lowest fare Safety Standards Quality of Service Connection time Airline (route) network Previous good experience with the airline E-ticket is provided by the airline Airport convenience Best for my connecting flight Airline reputation Airport lounges Corporate agreement with airline Option to buy on the Internet Online check-in is provided by the airline Only flights available to particular destination Cabin crew service Aircraft type Nationality of airline Availability of First or Business class On-Board facilities and Entertainment Kiosk check-in is provided by the airline Sleeping comfort Other 5 6
E1. What are the most important factors in determining your choice of airline for business trips? (Short and Long Haul, Business Pax) Aircraft type Airline (route) network Airline reputation Airport convenience Airport lounges Availability of First or Business class Best for my connecting flight Cabin crew service Connection time Corporate agreement with airline E-ticket is provided by the airline Frequent flyer / Mileage programme Kiosk check-in is provided by the airline Most convenient departure arrival times Nationality of airline Non-stop flights Offered lowest fare On-Board facilities and Entertainment Online check-in is provided by the airline Only flights available to particular Option to buy on the Internet Previous good experience with the Punctuality of flights Quality of Service Safety Standards Seat comfort Sleeping comfort Value for money Other 5 6 short haul long haul
G3. In a departure (airline) lounge, what are the most important services to you? You may select up to 5 answers. (All Pax) Free food or drinks Wireless Internet/ WiFi facilities Relaxing atmosphere, decor and ambience Washrooms/ Shower facilities Comfortable seats Cleanliness Seating comfort at peak hours Choice and quality of food items Choice of hot/ cold beverages Location of lounge within the terminal Sockets for laptop power Selection of reading materials Friendly and efficient staff Live news and television Smoking area Ethernet Airline information kiosks Office desks Office equipment Leisure/ Sports and fitness facilities Ground shuttle service Meeting room Other 5 6
If available, which of the following self-service options would you like to use in an airport waiting gate area? (All Pax) 8 7 6 5 Add frequent flyer information Check-in additional baggage Last minute seat changes Last minute upgrades Obtain transfer information Re-print boarding pass Americas Europe Africa & Middle East Asia Pacific
Which of these services would you be likely to use through the airline s website, once you have booked your ticket online? (All Pax) 10 9 8 7 6 5 Adding frequent flyer information Changing your reservation Purchase a meal for flight Purchasing extra baggage allowance Purchasing/ requesting an upgrade Requesting special needs such as wheel chair, crib, including special meals Seat selection/change Americas Europe Africa & Middle East Asia Pacific
Over the past 12 months how often have you used an electronic ticket for your trips? (2007) 6 5 Business trips Leisure trips All my trips More than 6 of my trips Less than 6 of my trips Never
Over the past 12 months how often have you used an electronic ticket for your trips? (All Pax) 5 46% 39% 32% 28% 22% 17% 11% 5% Never Less than 6 of my trips More than 6 of my trips All my trips 2006 2007
Over the past 12 months how often have you used an electronic ticket for your trips? 6 5 2006 Business trips 2007 Business trips 2006 Leisure trips 2007 Leisure trips All my trips More than 6 of my trips Less than 6 of my trips Never
Over the past 12 months how often have you used an electronic ticket for your Business trips? 33% 34% 33% 37% 24% 23% 6% Never Less than 6 of my trips More than 6 of my trips All my trips 2006 2007
Over the past 12 months how often have you used an electronic ticket for your Leisure trips? 6 5 44% 49% 13% 9% 21% 22% 22% Never Less than 6 of my trips More than 6 of my trips All my trips 2006 2007
If you had the choice would you prefer to have an electronic ticket or a conventional paper ticket for your airline trips? (All Pax) 95% 9 85% 8 87% 92% 83% 9 89% 85% 75% 8 77% 7 Americas Europe Africa and Middle East Asia Pacific 2006 2007
Is the fact that an airline offers e-ticketing a reason for choosing an airline (All Pax)? 6 5 48% 48% 55% 48% 33% 35% 34% 35% 16% 13% 12% 9% 3% 4% 3% 5% Americas Europe Africa and Middle East Asia Pacific Very much Somewhat Not at all Do not know
9 What do you think are the main benefits of an electronic ticket over a convential paper ticket? (All Pax)!Note: Base is total number of respondents that answered to prefer electronic ticket 8 7 6 5 Do not need to bring my airline ticket(s) when I checkin Easy to change flight(s)/ routing I booked with the airline Easy to change flights/ routing I booked with different airlines Easy to obtain refunds I can access my electronic ticket anywhere and at anytime I immediately receive my e- ticket confirmation by e-mail I receive a receipt of my booking by e- mail Instant on-line notification of flight/ gate changes Do not know Other Americas Europe Africa and Middle East Asia Pacific
Over the last 12 months, have you used the following check-in/ boarding options? (All Pax) 10 9 8 7 6 5 Automated checkin kiosk / Common Use Self Service Kiosks Check-in counter Curbside check-in Online check-in Phone check-in SMS check-in Americas Europe Africa and Middle East Asia Pacific
Over the last 12 months, have you used the following check-in/ boarding options? (All Pax) 10 9 8 7 6 5 Automated checkin machine at airport / Common Use Self Service kiosks Check-in counter Curbside check-in Online check-in Phone check-in SMS check-in 2005 2006 2007
M.2 How satisfied were you with the following services in the past 12 months? (All Pax) 7 6 5 Very satisfied Satisfied Not satisfied Very satisfied Satisfied Not satisfied Very satisfied Satisfied Not satisfied Very satisfied Satisfied Not satisfied Very satisfied Satisfied Not satisfied Very satisfied Satisfied Not satisfied Check-in counter Automated check-in kiosk/ Common Use Self Service kiosk at airport Online check-in Curbside check-in Phone check-in SMS check-in
How satisfied were you with the following services in the past 12 months? (All Pax) 7 6 5 Very satisfied Satisfied Not satisfied Very satisfied Satisfied Not satisfied Very satisfied Satisfied Not satisfied Check-in counter Automated check-in kiosk/ Common Use Self Service kiosk at airport Americas Europe Africa and Middle East Asia Pacific Online check-in
How satisfied were you with the following services in the past 12 months? (All Pax) 10 9 8 7 6 5 (Very) Satisfied Not satisfied (Very) Satisfied Not satisfied (Very) Satisfied Not satisfied Check-in counter Automated check-in kiosk/ Common Use Self Service kiosk at airport Americas Europe Africa and Middle East Asia Pacific Online check-in
Over the past 12 months how often have you used? (All Pax) 8 7 6 5 Always Frequently Some times Once Always Frequently Some times Once Always Frequently Some times Once Always Frequently Some times Once Always Frequently Some times Once Always Frequently Some times Once Check-in counter Automated check-in kiosk/ Common Use Self Service kiosk at airport Online check-in Curbside check-in Phone check-in SMS check-in Americas Europe Africa and Middle East Asia Pacific
Given the choice, which of the following check-in options do you prefer MOST/ SECOND AND THIRD? (All Pax) 5 Given the choice, which of the following do you prefer MOST: Given the choice, which of the following do you prefer SECOND: Given the choice, which of the following do you prefer THIRD: check-in desk check-in kiosk mobile phone check-in online
Given the choice, which of the following check-in options do you prefer MOST/ SECOND AND THIRD? (All Pax) 6 5 Americas Europe Africa and Middle East Asia Pacific Americas Europe Africa and Middle East Asia Pacific Americas Europe Africa and Middle East Asia Pacific Given the choice, which of the following do you prefer MOST: Given the choice, which of the following do you prefer SECOND: Given the choice, which of the following do you prefer THIRD: check-in desk check-in kiosk mobile phone I prefer to check-in online
What do you think are the main benefits of on-line check in? (All Pax) 9 8!Note: Base is total number of respondents that answered to be (Very) Satisfied with on-line checkin 7 6 5 Ability to bypass the check-in desk Ability to check-in well before the flight Easy to make upgrades on (multiple) flights Easy/ More user-friendly to check-in I can add my frequent flyer number (very easy) I can check-in in my language of preference/ native language I can easily make/ change my seat assignment I can get an electronic receipt of my check-in I can print my boarding card(s) when I check-in Do not know Other Americas Europe Africa and Middle East Asia Pacific
6 What do you perceive to be the major drawbacks of online check-in? (All Pax)!Note: Small respondents base as only those answered that are not satisfied 5 5 17% 22% 22% 28% 29% 34% 3% 9% No drawbacks Other Difficult to change flights I booked with my airline Difficult to retrieve booking information to check-in online Difficult to change flights involving different airlines Difficult to use Difficult to checkin together with other cotravellers I like to deal with a person Difficult if you have luggage to check-in
What do you think are the main benefits of a check-in kiosk? (All Pax) Ability to check-in at any time Add my frequent flyer number (very easy)!note: Base is only respondents that are (Very) Satisfied with check-in kiosk Book stand-by on different flights Can easily make/ change my seat assignment Can get an electronic receipt of my checkin Can print my boarding card when I checkin Can print tags for my hand luggage Check-in goes faster Check-in in my language of preference/ native language Check-in with my Master/ Visa/ Credit Card Do not know Easy to make upgrades on (multiple) flights Easy/ More user-friendly to check-in Option to check-in multiple Persons Other 5 6 7 8 Americas Europe Africa and Middle East Asia Pacific
When checking-in for your flight using a kiosk, given same functionalities and time for processing, would you care if a kiosk you used was only for your airline or was shared between many? (All Pax) 7 6 5 61% 65% 6 58% 19% 19% 12% 23% 23% 17% 15% 26% Americas Europe Africa and Middle East Asia Pacific Yes No Do not know
How do you usually receive your boarding pass? (All Pax) 9 8 7 6 5 81% 71% 54% 35% 25% 25% 13% 15% 8% Americas Europe Africa and Middle East Asia Pacific Check-in counter Check-in kiosk Printing at home/ office Other
How do you prefer to receive your boarding pass? (All Pax) 6 5 55% 31% 47% 36% 42% 47% 22% 21% 13% 15% Americas Europe Africa and Middle East Asia Pacific Check-in counter Check-in kiosk Printing at home/ office Other
Did you print your boarding pass on-line (at home/ office) in the past 12 months? (All Pax) 8 7 6 5 72% 58% 9% 43% 29% 28% 23% 18% 21% 17% 11% 12% 9% 9% 12% 6% 2% 6% 5% Americas Europe Africa and Middle East Asia Pacific Always Frequently Sometimes Once Never
Did you experience any difficulties when printing and/or using an online boarding pass? (All Pax) 10 9 8 7 6 5 86% 83% 81% 85% 14% 17% 19% 15% Americas Europe Africa and Middle East Asia Pacific Yes No
Did you experience any difficulties when printing and/or using an online boarding pass? (All Pax) 6 5 49% 16% 14% 11% 11% 19% 9% 13% Printing the on-line boarding pass Printing my on-line boarding pass(es) for connecting flight(s) with different airline(s) Printing my on-line boarding pass for a connecting flight with same airline Passing Security Passing Passport Control Finding my flight reservation Boarding the plane Other
Was a fast bag drop point always available at the airport in the past 12 months when you had your online boarding pass printed at home/office? 10 9 8 7 6 5 81% 9 82% 85% 19% 18% 15% Americas Europe Africa and Middle East Asia Pacific Yes No, a fast bag drop point was not available
When Boarding the aircraft at the gate, would you see any benefit of having an automated boarding gate available to you similar to those used in Train and Metro stations? (All Pax) 7 6 5 36% 24% 51% 59% 48% 34% 23% 19% 18% 18% Americas Europe Africa and Middle East Asia Pacific Yes No Do not know
Would you prefer to have only ONE boarding pass when travelling an itinerary involving many segments (that is to say multiple routes/ legs)? (All Pax) 7 6 5 57% 65% 65% 66% 31% 26% 24% 23% 12% 12% 8% 11% Americas Europe Africa and Middle East Asia Pacific Yes No Do not know
Would you prefer to have only ONE boarding pass when travelling an itinerary involving different airlines? (All Pax) 6 5 47% 41% 57% 51% 38% 53% 35% 12% 13% 11% 12% Americas Europe Africa and Middle East Asia Pacific Yes No Do not know
How often (if at all) would you like to use each of these self-service facilities in FUTURE? (All Pax) 6 5 Automated CUS Kiosk Re-routing missed or cancelled flights Post-arrival assistance Notification service by SMS service E-mail notification Online booking Online Reservation change On-line check-in Printing online boarding pass (at home/ office) Phone check-in SMS checkin Remote baggage drop-off service Always Frequently Some times Not at all