New study shows we prefer our devices to interacting with humans

A new survey from air transport IT company SITA found that compared to the rest of the world, Americans like to be in control, preferring self-service or mobile options to contacting customer service agents—and we want even more ways to avoid talking to other people when we make our plans.

Based on SITA's survey of 1,411 passengers traveling through 46 international airports in the U.S., all air travelers fall into one of four made-up categories, and 58% of us are "Careful Planners." Obviously Careful Planners need to check and re-check travel plans on their phones (not that I know anything about obsessive re-checking).

The survey found though, that all types of air travelers love using self-service technology and appreciate the ability to have as much info as possible right in their hands. As the SITA president explains it in the official press release:

“U.S. passengers have a very positive experience when they use technology for travel tasks and are ahead of the rest of the world in rates of adoption for self-service booking and check-in."

To give a better idea of those U.S. vs. the world numbers, only 5% of U.S. passengers booked their last flight with another human's help or involvement, while the global level is double that, according to SITA.

And according to the SITA President, airlines should definitely take note of our mobile-leaning tendencies:

“The results reveal opportunities for airlines and airports in the US to further improve customer satisfaction. Passengers want to use technology more - in particular their mobiles - to get up-to-date information on such things as flight status and baggage collection. Providing these updates should particularly appeal to the expectations of the careful planners and help to make the US passenger even happier.”

The research also mapped out when air travelers feel the best and worst. Best would be during "dwell time," when we have the opportunity to sit quietly with our mobile devices, checking our plans (or taking full advantage of those snacks, showers or massages at the airport lounge). Worst—and no surprise here—would be at security, where 43% of fliers say they feel negative emotions—at least in part because other people have all the control. Just remember, you can now channel all that into TSA Yelp reviews.