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
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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British Airways. (July 31, 2019). Share of airline travelers worldwide who would prefer to speak to a person or use a self-service machine in 2019, by task [Graph]. In Statista. Retrieved December 21, 2024, from https://www.statista.com/statistics/1045477/share-of-airline-travelers-preferring-self-service-or-in-person-service-worldwide-by-task/
British Airways. "Share of airline travelers worldwide who would prefer to speak to a person or use a self-service machine in 2019, by task." Chart. July 31, 2019. Statista. Accessed December 21, 2024. https://www.statista.com/statistics/1045477/share-of-airline-travelers-preferring-self-service-or-in-person-service-worldwide-by-task/
British Airways. (2019). Share of airline travelers worldwide who would prefer to speak to a person or use a self-service machine in 2019, by task. Statista. Statista Inc.. Accessed: December 21, 2024. https://www.statista.com/statistics/1045477/share-of-airline-travelers-preferring-self-service-or-in-person-service-worldwide-by-task/
British Airways. "Share of Airline Travelers Worldwide Who Would Prefer to Speak to a Person or Use a Self-service Machine in 2019, by Task." Statista, Statista Inc., 31 Jul 2019, https://www.statista.com/statistics/1045477/share-of-airline-travelers-preferring-self-service-or-in-person-service-worldwide-by-task/
British Airways, Share of airline travelers worldwide who would prefer to speak to a person or use a self-service machine in 2019, by task Statista, https://www.statista.com/statistics/1045477/share-of-airline-travelers-preferring-self-service-or-in-person-service-worldwide-by-task/ (last visited December 21, 2024)
Share of airline travelers worldwide who would prefer to speak to a person or use a self-service machine in 2019, by task [Graph], British Airways, July 31, 2019. [Online]. Available: https://www.statista.com/statistics/1045477/share-of-airline-travelers-preferring-self-service-or-in-person-service-worldwide-by-task/
