Digitalization in passengers’ air travel

This study aims to analyze how digitalization and digital technology impact passengers’ air travel, specifically in the door-to-door air travel process. As a booming industry that involves advanced technology, the aviation industry attracted an increasing number of passengers and occupies a large position in the global market. However, it is also one of the industries which are most affected by the COVID-19 pandemic. Thus, looking insight into how advanced technologies can help the industry to reverse the negative situation and get better performance is urgent. A survey has been conducted to investigate the extent that passengers were satisfied with current digital tools in their door-to-door travel process. Actually, more than half of the participants used digital tools every time when they were traveling, and the most common digital tool they used was airline apps. Besides, a majority of participants showed a positive attitude toward the digital technologies applied in different stages of their air travel. However, some issues, like security issue and less efficiency, need to be further improved to satisfy passengers’ requirements. All in all, the analyses and results of this study can provide a useful guideline for the aviation industry to develop an effective digital strategy and to identify how to help passengers enjoy a more satisfying journey.