SITA report shows automated passport control use nearly doubled last year

The use of automated passport control technology by airline passengers nearly doubled in 2018, from 23 to 44 percent, while passenger satisfaction improved, according to data from the SITA 2019 Passenger IT Insights report.

The report, co-sponsored by Air Transport World, shows customers using self-scanning gates for passport verification were 3.85 percent more satisfied with their experience than those who did not, rating their experience an 8.36 out of 10, on average. Satisfaction was also higher for those scanning their own documents for boarding processes, by 2.2 percent.

“One of the standout findings of our report this year is that at every point in the journey, where passengers use technology, the rate of satisfaction is higher,” notes SITA President of Air Travel Solutions Matthys Serfontein. “Airlines and airports can see the benefit of their technology investments in making it easy for passengers, every step of the way. Over the years, booking, check-in and bag drop have increasingly become automated and passengers like it. Interestingly, this year the report shows how introducing automated passport controls, in collaboration with government and border agencies, also increases passenger satisfaction.”

Serfontein also says that more than 90 percent of travelers opt to use biometric self-service processes when given the choice.

A majority of consumers are “very willing” to use their smartphones for ID verification (59 percent), and another third are open to doing so.

SITA is providing technology for the biometric exit trial recently launched at Miami International Airport.

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