Monday, 18 January 2021 : Local To Global News
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Passengers Strongly Desire Mobile Travel Services

Passengers at Chhatrapati Shivaji International Airport in Mumbai have expressed strong interest in accessing and purchasing travel services using their mobiles, according to a recent global survey from SITA..

 Smartphone penetration in Mumbai ranks among the lowest of all airports surveyed at 62%, compared to a global average of 76%. However, the desire to use mobile travel services is considerably higher in Mumbai in than other regions surveyed, according to the report. For example, 76% of Mumbai passengers would definitely access baggage status information on their mobiles, compared to 52% globally. In addition, 65% of passengers would make changes to their bookings on a mobile and 54% would buy tickets via mobiles, compared to a global average of 47% and 37% respectively.  

This interest seems to contradict Mumbai passengers’ current use of mobile services. Only 4% of Mumbai passengers use mobile check-in regularly, the lowest of all airports surveyed--compared to a global average of 8%. And 9% of passengers regularly use mobile boarding passes, compared to usage levels above 10% in airports in Atlanta and Frankfurt.   
When asked why they don’t use mobile services, 76% of Mumbai passengers cited usability concerns. Twenty-two percent of passengers said they feared the mobile services wouldn’t work when they needed them. However, 28% didn’t see any benefit in using current mobile apps, as compared to other options such as websites and SMS, and 27% said they considered the apps too complicated.BWI


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