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City fliers rely more on web: survey

mumbai Updated: Dec 14, 2011 01:08 IST
HT Correspondent

Passengers taking off from the Mumbai airport rely more on web-enabled travel features compared to fliers from five other international airports in the world, according to a global survey released on Tuesday.

The finding is part of the World Passenger Self-Service Survey conducted by SITA, a Geneva-based firm providing Information Technology (IT) solutions in aviation. More than 2,500 passengers from six airports across the world were interviewed for the survey.

The survey states 65 % passengers at Mumbai airport used self-service check-in booths as opposed to standing in check-in queues at airline counters. In 2010, the percentage of people using this service was 36 %.

"Placing self check-in kiosks at locations where it is convenient for passengers to access them has helped," said Vikram Sethi, vice president and head of terminal operations with the Mumbai International Airport Limited (MIAL). "The next step was to provide baggage drop facility adjacent to self check-in kiosks and we then saw a significant increase in usage."

He said the use of self check-in booths would increase further as the government requirement for airlines to stamp boarding cards generated from such kiosks will be phased out and airlines will conduct identity checks at the boarding gate.

MIAL has a target of increasing Common Use Self Service (CUSS) usage to 30% this year, from the 20% of passengers who use self check-in facilities at the moment.

"The Mumbai airport is now one of the most efficient airports in Asia when it comes to passenger self-service," said Maneesh Jaikrishna, SITA Country Director for India.

The survey also found that city fliers depend heavily on smart phones for travel related services with 78% of the respondents from Mumbai using smart phones to get information on change in the boarding gate, flight delays and boarding status.