Understanding passenger expectations is central to adapting strategies across the aviation industry. The IATA Global Passenger Survey (GPS) captures pivotal insights into travelers’ shifting priorities.
Designed in collaboration with IPSOS and drawing from over 10,000 responses from over 200 countries, this year’s GPS highlights a growing demand for seamless digital experiences with more personalized services that can facilitate more efficient journeys.
By examining these emerging trends, industry stakeholders can make strategic decisions that respond to these evolving needs, refine operations, and deliver more meaningful travel experiences. Here’s a closer look at the major trends shaping the air travel landscape in 2024, and the strategic opportunities these findings unlock across the aviation sector:
Passengers are vocal about their desire for efficient airport processes. According to GPS findings, 70% expect to reach their gate within 30 minutes when traveling with carry-on luggage, while 74% expect no more than a 45-minute process with checked baggage. Additionally, 85% of passengers are open to sharing immigration data in advance, and 89% express interest in trusted traveler programs to speed up security screening.
These insights signal opportunities to enhance the travel experience by streamlining check-in, security, and boarding processes. Investments in technologies prioritizing convenience can align operations more closely with passenger expectations.
The survey reveals that 46% of travelers have already used biometric identification at airports, with 84% expressing satisfaction. A notable 75% prefer biometrics over traditional identification methods, though 50% still voice concerns about data protection.
This preference for biometrics allows airlines and airport operators to simplify travel, provided privacy safeguards are in place. Biometric solutions backed by data protection can enhance the experience while addressing passenger privacy concerns.
Digital options have become the default for air travel planning, booking and payment. 71% of passengers now prefer online or app-based booking, with 53% favoring the airline’s digital platforms. Additionally, 79% prefer paying by credit or debit card, and digital wallets are rapidly gaining traction, particularly among younger travelers.
These insights are invaluable for industry stakeholders looking to improve customer engagement. Enhancing digital booking and payment options allows the industry to better meet the tech-first preferences of today’s travelers.
The high-quality insights from the GPS provide a nuanced understanding of passenger behavior, equipping airlines, tourism organizations, and consultants with the information needed for impactful, data-backed decisions. Embracing these insights allows stakeholders to refine passenger services, streamline operations, and position themselves effectively within a dynamic industry.
For a comprehensive analysis of these trends and what they mean for the future of travel, download the free highlight report from the IATA Global Passenger Survey 2024. Gain the insights you need to keep your strategy aligned with passenger expectations.
