FOREWARD Today, almost every passenger is using a smart device as an essential travel tool and this is dictating the services they expect from airlines and airports. The good news is that when technology is used by passengers the investment pays off as their satisfaction levels rise. In our 12th annual Passenger IT Trends Survey, co-sponsored by ATW, we asked passengers to rate their satisfaction at every step of the journey. The results paint a picture of “tech” users who are ...

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