October 10, 2001 - reprinted with permission from Airlines Magazine

E-tickets – much maligned and misunderstood since terror attacks

The events of September 11 have created a question mark around the safety and security of e-tickets. Laura Lukan is Sabre’s managing director of associate sales and service in Europe, the Middle East and Africa. She believes the humble e-ticket has fallen victim to knee-jerk reaction.

“Since the September 11 atrocities in the US, a huge amount has been said and written about the need to tighten airline and airport security around the world. Nobody I know argues against this. However, fingers have pointed to e-tickets as a case in point. The ease with which these can be obtained and used has been equated – unfairly, in my view – with low security. I would argue that electronic tickets are not intrinsically insecure. In fact, I would go so far as to say that they are more secure, in most cases, than paper tickets.

“It’s important for me to say up front that Sabre has no agenda when it comes to the continued success of e-ticketing. We make no additional money from the sale of e-tickets over paper tickets and, as the technology provider behind most of the world’s airline bookings, it costs us to develop the systems that allow e-ticketing to function. Our belief in e-tickets is driven by the benefits they bring to the end traveller; ease of use, convenience, cost – and security. In addition, they make life easier for travel agents who use the Sabre global distribution system, and help save money for the airlines that use Sabre to market and distribute their inventory around the world. This, in turn, leads to lower costs for passengers and helps ensure the health of the industry.

“E-ticketing has come a long way over the years. Widely used and accepted in other markets, it is just starting to take off here. We have seen a significant increase over recent months in the number of carriers that are working with us to introduce e-ticketing to Sabre ConnectedSM travel agents in Europe. I feel it would be a shame to allow a lack of understanding about the security aspects inherent in e-ticketing to undermine the progress the entire industry has been making in this field.”

Many airlines are planning to abandon e-ticketing following the events on September 11, are they not? “We’ve had conversations with several airlines since that date, and they have all indicated their desire to expand their e-ticket capabilities.”

But E-tickets are not as secure as paper tickets...

“I would argue exactly the opposite. A paper ticket issued days, weeks or even months before a flight can easily fall into the wrong person’s hands. With e-tickets, paper (in the form of a boarding pass and a receipt) only enters onto the scene immediately before embarkation. These documents can only be issued on production of a valid, traceable form of identity such as a credit card, a frequent flyer card, or a passport or driving licence.“

There is a huge clamp-down on the use of e-tickets in the States. Won’t this restrict the use of e-tickets on flights to, and within, the USA?

“In the last few weeks the US Federal Aviation Administration, in conjunction with other industry groups, outlined new supporting documentation requirements for electronically ticketed passengers to pass through airport security checkpoints. These documentation requirements by aviation authorities are exactly in line with what airlines and technology providers have been making available for customers – either through their travel agent or through a personalised, secure web site.

“The reality is that, on the ground, procedures around e-tickets may vary as airlines, airport authorities and security companies work to agree a common approach. Much depends on how individual airports are adopting the FAA guidelines, and on how effectively they are communicating with security personnel.

“We have not heard of any carriers that are declining e-tickets but do accept that, in the short term, there may be problems around the use of e-tickets that are not backed up with printed receipts. However, let me reiterate, receipts can easily be issued automatically with every e-ticket generated in Sabre, and alternatively they are available to passengers directly through Sabre’s travel web site.

But still, airlines, airports and security companies are divided over whether e-tickets are secure... “As far as we are aware most industry professionals agree that e-tickets are intrinsically secure – as secure as paper tickets, if not more so. However, we would agree that there needs to be greater co-ordination between all parties on the subject of airport security and the alignment and coordination of processes for all people and companies who work at or use the airport. For example, in some airports around the world you need to produce proof of identity three or four times between check-in and embarkation – in others you have to show little or no proof of identity at all. Proof of identify should be required no matter what type of ticket is being used.