When it comes to travel, most smartphone users around the world agree certain apps and mobile tools make life easier. However, even with 98 per cent of the South Korean population owning a smartphone, most are less likely than their global counterparts to use it for and when travelling. In fact, less than half use self-service technology available from airports and airlines when travelling, according to a survey from SITA. “South Korea appears to be in the earlier stages of transformation for using technology for the airline and airport experience. More and more the industry can expect an increase in self-service usage. This will emerge as the younger generation looks to technology first; low-cost carriers encourage the do-it-yourself travel experience; and increased availability of free WiFi encourages mobile usage by the cost-conscious passenger. These are exciting times for the airline passenger experience in Korea,” said Ilya Gutlin, president, Asia Pacific, SITA. SITA expects the growth of mobile travel tools to jump by 22 per cent in the coming year. When polled, Korean travellers often said the mobile tool they’d most likely begin using when available is a mobile baggage tracker with update notifications. Worldwide, SITA data shows travellers are generally happier with their travel experience when using tech tools, especially self-service options. The study reveals Korean travellers are up to 10 per cent less satisfied with their travel experience, as compared to Asian countries where mobile travel tools are more widely implemented. One-fifth of Korean travellers describe themselves as careful planners, checking documents several times and arriving early at the airport. They prefer printed documents and interaction with ground staff to ensure all details of their trip are going according to plan without room for technical errors. “We see that passengers are connected and airlines and airports have the services. But what is needed now is a realization from everyone that self-service can be great service and technology can create happy passengers,” added Gutlin.