21 November 2007 Passengers 'want more control'
Airline passengers want more autonomy over their travel options, it has been reported.
Research from the International Air Transport Association (IATA) reveals that 54 per cent of travellers would like more self-service options - with 64 per cent of affirmative responses coming from the Middle East and Africa.
Meanwhile, the survey also showed that 89 per cent of travellers expressed a preference for e-tickets over paper tickets.
"The consumer has spoken and the message is clear. Self-service is part of full-service expectations. And airlines are responding with technology that gives travellers greater convenience and more options to control their travel experience," commented Giovanni Bisignani, director general of IATA.
Other areas in which customers exercise their self-service freedom is online - with 75 per cent expressing a desire to book this way and 69 per cent planning on checking in using this service.
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