Air travel worldwide: self-service vs in person 2019

According to a 2019 survey, a majority of airline travelers would prefer to use a self-service machine to buy tickets than speak to a person. However, 74 percent of travelers would prefer to speak to a person for inflight customer service.

Share of airline travelers worldwide who would prefer to speak to a person or use a self-service machine in 2019, by task

Characteristic	A self-service machine	A person
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Release date

July 2019

More information

Region

Worldwide

Survey time period

May and June 2019

Number of respondents

13,000 respondents

Age group

18 years and older

Special properties

sample of travelers who have ever taken a flight.

Method of interview

Online survey

Supplementary notes

The markets surveyed were Brazil, China, France, Germany, India, Italy, Japan, South Africa, UK and USA. Each market had 1,000 respondents except the U.S., India and China, which had 2,000 respondents.
Original question: "When flying, would you prefer to speak to a person or use a self-service machine during the below points in your journey?”

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