Airline passengers are using automated technology for passport checks at double the rate recorded in 2017 and are more satisfied when doing so too. This is according to the SITA 2019 Passenger IT Insights, co-sponsored by Air Transport World, which shows that in 2018, 44% of passengers sailed through automated passport control, a jump from 21% in 2017.
The report explores how technology is contributing to a smoother passenger experience at every step of the journey. At passport control, a traditional pain point of the journey, passengers were 3.85% more satisfied when they used self-scanning gates to verify their ID, compared to those using agent-assisted controls. These technology users had a satisfaction rate of 8.36 out of 10.
Collected and summarized from the source below by Ta Ngoc Diep: https://www.sita.aero/pressroom/news-releases/passengers-happier-when-technology-smooths-their-way-through-passport-checks