The IATA’s 2024 Global Passenger Survey reveals that travellers prioritise convenience and speed, showing a strong interest in using biometric identification and off-airport processes to enhance their travel experience.
Key findings in the survey, released during the passenger symposium in Bangkok, indicate that 68pc prioritise airport proximity, while 71pc prefer booking travel online. Credit and debit cards are the most popular payment methods, with 79pc of passengers preferring them over digital wallets and other solutions.
Many passengers are willing to share personal information, such as immigration data, to expedite airport processes. 85pc are open to sharing this data, and the majority prefer using biometric identification over traditional documents.
Regional trends show varying preferences: African travellers favour convenience despite limited options, Asia-Pacific travellers are price-conscious and tech-savvy, Europeans are cautious with digital solutions, while Middle Eastern travellers value airport facilities. North American passengers exhibit high satisfaction with biometric technology, while Latin American travellers demonstrate a willingness to adopt biometrics despite lower current usage.
- 70pc said they want to reach their boarding gate in 30 minutes or less when traveling with just a carry-on;
- 74pc expect it to take no longer than 45 minutes with a checked bag.
- 85pc said they are willing to share immigration data i.e. passport, visa with authorities before departure to speed up airport process. And 89pc are interested in a trusted traveler program to expedite security screening.
- 45pc said immigration procedures should be completed before reaching the airport, and 36pc feel the same about check-in. Additionally, 70pc of passengers said they’d be more likely to check-in a bag if they could do so in advance.
- 46pc of travellers experienced airport processes using biometric identification. The highest usage is seen at entry and exit immigration checkpoints (43pc). 84pc of users were satisfied.
- 75pc prefer using biometrics over traditional passports and boarding passes.
- 50pc said they are concerned about data protection
- 39pc would be more open to biometric solutions if assured of their data’s security.
- Digital solutions are preferred by younger generations
- Under-25s are considerably more proactive in using technology to improve their travel but want assurances on security.
- 51pc would choose digital wallets for payment, far above the global average of 20pc.
- 90pc expressed interest in using a smartphone with a digital wallet, passport, and loyalty cards for booking, payment, and airport navigation, surpassing the global average of 77pc.
- 48pc prefer biometrics over traditional passports and boarding passes, compared to 43pc of those aged 56-75.
- 50pc of under-25s would be more open to biometric solutions if assured of data security, versus the global average of 39pc.
Muhammad Albakri, IATA’s Senior Vice President for Financial Settlement and Distribution Services, shared “Technology continues to change the way people plan, book and pay for travel. Travellers expect the same conveniences when shopping for travel that they get in any other online shopping experience. That means simplicity, clarity, and with options to meet their preferences while keeping their data secure. The industry is stepping up to meet the demand for greater customer centricity through IATA’s Modern Airline Retailing initiative. Passengers will experience its positive impact progressively in the very near future.”
Nick Careen, IATA’s Senior Vice President of Operations, Safety, and Security shared: “The clear message from travellers is that they expect to board their planes faster with technology and smarter processes beginning well before they reach the airport. And the good news is that we are making this happen. Already travellers can arrive at the airport ready to fly with admissibility checks completed. And biometrics and digital identity can deliver a paperless experience once at the airport. That’s great for passengers. Importantly, the greater efficiency will help airport infrastructure to better cope with the growth in passenger numbers, helping to make the business case for adopting these new technologies and processes even more compelling. Passengers want flexibility and transparency when planning and booking travel, plus speed and convenience at the airport. More are embracing biometrics, digital wallets, and off-airport processes to make it happen, IATA’s One ID initiative is helping the industry to respond to traveller desires for faster processes and less hassle on the way to their aircraft, securely powered by biometrics and digital identity.”
Africa Passengers
African passengers prioritize convenience when choosing an airport but often face limited options due to a lack of alternatives. More passengers in this region book their tickets through travel agents than in any other area. They also show a stronger interest in adopting digital solutions and technology to streamline travel processes. Additionally, complex visa requirements are a deterrent for African travellers compared to other regions.
Asia-Pacific Passengers
Asia-Pacific travellers are the most price-conscious when choosing their departure airport. They lead in using mobile apps and digital wallets to book and pay for travel, more than any other region. They are also more likely to use biometric technology at airports, although their satisfaction with the experience is the lowest among all regions. Complex visa requirements deter more travellers from Asia-Pacific than most other regions.
Europe Passengers
European travellers are more likely to book through an airline’s website and pay with a credit or debit card. They tend to be slightly more cautious about using digital solutions and sharing personal information to enhance their travel experience compared to other regions. Europeans are also the least likely to share biometric data to speed up processes, and when they do, their satisfaction is lower than that of travellers from other regions.
Middle East Passengers
Middle East passengers are the most likely to choose an airport for its facilities and services. A higher percentage book their flights through a channel where human interaction is involved than most other regions. They are enthusiastic about using smartphones to store digital wallets, digital passports, and loyalty cards for booking, payment, and airport navigation. Over half have used biometrics instead of a passport for airport processes in the past 12 months, with nearly all reporting satisfaction with the experience.
North America Passengers
North America passengers overwhelmingly and more than any other region prefer to pay for their flights with debit or credit cards and are the most frequent users of loyalty points for payment. They actively use biometric identification for airport processes and report high satisfaction with it. Nearly all are interested in providing data in advance for more ‘lighter’ security checks at the airport.
Latin America and Caribbean Passengers
Latin America and Caribbean passengers prefer booking travel with a credit or debit card. They place the highest value on payment flexibility, preferring to pay in instalments more than any other region. They are more inclined than any other region to obtain visas from a consulate or embassy. They use biometrics less frequently than other regions; however, they show a strong willingness to adopt the technology and report high satisfaction when they do.
