Factors Affecting Passengers’ Use of Self-Service Online Check-In Applications via Airline Systems

Abstract

This research aimed to study the behaviors and factors affecting the use of self-service online check-in applications by airline passengers in Thailand. The sample consisted of 525 passengers who had previously traveled domestically, selected through convenience sampling. The research instrument used was an online questionnaire. The findings revealed that 77.52% of the passengers had used online check-in applications, with the highest usage reported for Thai AirAsia. Passengers predominantly preferred to check in more than 6 hours prior to departure. The most frequently encountered problems included system instability, complicated procedures, and a lack of confidence in the outcome of the application-based check-in. The majority of passengers held a neutral attitude toward using the applications, indicating that their user experience had not created a distinctly positive or negative impression. Passengers’ suggestions focused on improving system stability and speed, reducing the number of steps required, and implementing automatic notification systems along with immediate support channels to enhance convenience and build greater confidence. The results of this study can be utilized as a guideline for developing more efficient airline online check-in applications that better respond to passengers’ expectations.