As the summer travel season commences, concerns about flight delays, congestion at airports, and skyrocketing airfares have not deterred travellers from choosing air travel.
According to preliminary findings from the 2023 SITA Passenger IT Insights, 32% of travellers cited anxiety over flight cancellations while booking their next flights.
Additionally, nearly 20% expressed concerns about airport congestion and high airfares. These worries are based on past experiences, with 56% of respondents reporting delays or cancellations and 48% encountering long queues at airports.
Despite the risks of facing flight cancellations and delays, travellers are still demonstrating a strong intention to fly. On average, passengers expect to take 4.7 flights this year, an increase from 4.2 flights in 2019,
This rise is primarily driven by frequent flyers, with the number of passengers planning more than 10 flights in 2023 increasing from 6% in 2019 to 10% this year.
“It is encouraging for our industry that passengers want to travel and want to travel better in light of some of the challenges airports and airlines have experienced with congestion in the past year,” said David Lavorel, CEO of SITA.
With overall experience of air travel is an essential element in passengers’ decision-making, Lavorel also urged the aviation industry to address concerns, including increased automation.
The research from SITA indicates that airport and airline chief information officers are taking this matter seriously by prioritising digital transformation. Last year alone, airline IT spending reached an estimated US$37 billion, while airport IT spending amounted to US$6.8 billion, reflecting the industry's dedication to improving the travel experience for passengers through digitalisation.