According to NCR survey, travelers demand more personal control managing their trip from departure to arrival. Results show travelers seek greater convenience and flexibility, including ability to manage itinerary changes and travel preferences via self-service channels.
80 percent of respondents would find it helpful if airlines gave them the control to search and select alternative flights in case of delays and cancellations.
73 percent of survey respondents will choose a travel provider that offered them greater control over managing their entire travel experience through self-service, by facilitating searching for, securing, or making changes to flight, car rental and hotel reservations.
Results indicate that airports, too, can impact passenger loyalty by helping travelers make the most of their time while waiting to board a flight by employing self-service technology to download movies and music (24 percent), to receive retail and concession offers based on preference and location (33 percent), and to pass through security using a mobile boarding pass (48 percent).
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