OVER THE PAST DECADE, AIRLINES INCREASINGLY HAVE encouraged passengers to use their websites to book tickets and check in for flights, as well as to use self-service kiosks in airports. At the same time, online commerce has exploded, with consumers becoming more accustomed to making high-value purchases from the comfort of home. As a result of these converging trends, SITA concludes after analyzing the results of its "2009 Passenger Self-Service Survey," airline websites are ...

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