82 percent more likely to use travel companies that offer the ability to conduct transactions online, via mobile device and at a self-service kiosk
DAYTON, Ohio--(BUSINESS WIRE)--Mar. 24, 2009--
While a challenging economy has many consumers looking for low-cost, no
frills fares, travelers also want the flexibility to perform additional
transactions through self-service channels after booking, according to a
survey conducted by Buzzback Market Research for NCR Corporation (NYSE:
NCR).
Though consumers have become accustomed to checking in at a self-service
kiosk upon arrival at the airport, nearly one in three respondents
indicate they’d like the flexibility to do more at the device, such as
upgrade, make seat changes and purchase in-flight meals (28 percent). An
even greater number (35 percent) would like to be able to check into
their hotel or secure their car rental.
“Consumers have embraced the time-saving convenience of serving
themselves,” said Tania Ladic, NCR vice president, Travel Industry
Marketing. “Our customers see up to 90 percent of check-in processed
through self-service. There is an opportunity for airlines to improve
customer satisfaction and drive ancillary revenue by further
accommodating passenger needs.”
The research reveals a clear connection between self-service and
passenger preference, with 82 percent of respondents indicating they are
more likely to choose a travel company that allows them to interact
easily via kiosk, online and mobile self-service channels.
Greater use of mobility, such as the use of mobile boarding passes, is
welcomed by consumers. Thirty-three percent said they would like to
receive boarding passes on their mobile devices. Many airlines are
currently piloting this technology.
According to the International Air Transport Association (IATA), the use
of bar coded boarding passes is likely to impact airline operations as
much as customer loyalty. “We expect bar-coded boarding passes will
deliver annual savings of $1.5 billion to the airline industry,” said
IATA Bar Coded Boarding Pass (BCBP) Project Manager Eric Leopold. IATA
has set an industry objective of 100% BCBP compliance by 2010.
The research, published annually, was conducted between December 2008
and January 2009. Results reflect input from 8,447 respondents in 16
countries and 6 regions. All respondents were at least 18 years of age.
About NCR Corporation
NCR
Corporation (NYSE: NCR) is a global technology company and leader in
automated teller machines, self-checkouts and other self- and
assisted-service solutions, serving customers in more than 100
countries. NCR’s software, hardware, consulting and support services
help organizations in retail, financial, travel, healthcare and other
industries interact with consumers across multiple channels.
NCR is a trademark of NCR Corporation in the United States and other
countries.
Source: NCR Corporation
NCR Corporation
Caroline Rose, 770-623-7608
caroline.rose@ncr.com