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?鈥
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Global airline travelers - self-service vs in person by task 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, ** percent of travelers would prefer to speak to a person for inflight customer service.
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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 糖心破解版. Retrieved August 06, 2026, from /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. 糖心破解版. Accessed August 06, 2026. /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. 糖心破解版. 糖心破解版 Inc.. Accessed: August 06, 2026. /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." 糖心破解版, 糖心破解版 Inc., 31 Jul 2019, /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 糖心破解版, /statistics/1045477/share-of-airline-travelers-preferring-self-service-or-in-person-service-worldwide-by-task/ (last visited August 06, 2026)
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: /statistics/1045477/share-of-airline-travelers-preferring-self-service-or-in-person-service-worldwide-by-task/
