A clear message from the 2016 SITA Passenger IT Trends Survey is that passengers prefer technology-delivered over people-delivered service. The annual survey, co-sponsored by ATW, was released May 24 at the SITA Air Transport IT Summit in Barcelona. The survey indicates that 91% of passengers using self-service technology at some stage of their air travel journey will repeat the experience. “Once people are converted from person-to-person interaction to using self-service technology ...

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