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Travelers Prefer Human Touch to Automation at the Airport, According to New OAG AnalysisOAG, the world's leading provider of travel data and insight, today reveals its latest tech market analysis, The Airport Delight Report: Humans vs. Machines. Based on a survey of over 2,000 U.S. travelers, OAG offers new insight for airport leaders and tech providers looking to delight travelers, streamline operations and grow revenue. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20190619005132/en/ OAG analysis shows travelers prefer human customer service to automation for most travel functions (Graphic: Business Wire) The major takeaway: While high tech investments and automation improve the airport experience, they aren't a cure-all. In fact, outside of ticketing and check-in, the market prefers human customer service over automation for almost every other travel function: baggage (54% human to 46% automated customer service), security (55% to 45%), boarding (64% to 36%), concierge (83% to 17%) and in-flight services (80% to 20%). Additional takeaways from OAG's analysis include:
OAG also evaluated sentiment around two untapped airport revenue opportunities: on-demand, gate-side delivery and pre-ordering through mobile. OAG found that while only 6% of travelers have pre-ordered food or drink for pickup at a gate-side restaurant, 66% would consider taking advantage in the future. Similarly, while only 9% of travelers have ordered gate-side delivery of food and drink, 62% are willing to try it out. "The easiest way to delight travelers - and get them to spend more gate-side -- is through convenience and information," added Nakum. "Travelers that feel truly informed, with consistent updates across all channels, are more comfortable and confident venturing away from the gate to patronize restaurants, retail stores and bars. For travel leaders looking to capitalize, the more proactive and prescriptive they can be with their updates - 'Group A is boarding in 15 minutes, Group B in 30 minutes, last call in 40 minutes,' the more valuable." To see the full findings, which cover security process innovations and traveler appetite for self-service amenities, gate-side delivery, flight information and more, download the analysis here: The Airport Delight Report: Humans vs. Machines. About OAG OAG is a leading global travel data provider, that has been powering the growth and innovation of the air travel ecosystem since 1929. Every day, we support millions of journeys across the globe, enabling a simpler, seamless and more enjoyable travel experience. With the world's largest network of schedules and status data, and leading-edge analytics tools, we enable our customers to make smarter decisions, better adapt to change and create exceptional customer experiences. We partner with some of the biggest global brands, airports, airlines, travel operators and fast-growing start-ups to design the best services available today, and the finest innovations of tomorrow. Headquartered in the UK, OAG has global operations in the USA, Singapore, Japan, Lithuania and China. For more information, visit: www.oag.com and follow us on Twitter (News - Alert) @OAG Aviation. View source version on businesswire.com: https://www.businesswire.com/news/home/20190619005132/en/ |