Biometric check-in, advanced luggage drop-off and convenient digital wallets for travel documents are among the most desired features for airline passengers, according to a survey by the International Air Transport Association (IATA).
IATA released the results of its 2024 Global Passenger Survey, revealing that travellers continue to prioritise convenience and speed.
For a smoother travel experience, they are eager to use biometric identification and complete some travel processes before reaching the airport.
Biometric check-in and digital visas
Nick Careen, IATA’s Senior Vice President of Operations, Safety, and Security, said: “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”.
68 per cent of people surveyed said proximity to the airport was their top priority when selecting their departure airport, followed by minimising total travel time (33 per cent) and getting the best ticket price (25 per cent).
71 per cent, meanwhile, said they book travel online or via a mobile app, with 53 per cent preferring to use the airline’s website or app and only 16 per cent preferring human interaction.
Other findings include:
- 32 per cent said they wanted to have all travel information consolidated in one place during the pre-travel process
- 79 per cent prefer to pay for travel with a credit or debit card (+8 ppt on 2023), followed by digital wallets at 20 per cent (+2ppt on 2023) and instant payment solutions, such as IATA Pay, at 7 per cent (+3ppt on 2023)
- Convenience was the main reason passengers chose a particular payment method (70 per cent), followed by benefits (39 per cent) and security (33 per cent)
Passengers prioritise convenience in the planning, booking and payment phase of travel. For this convenience, they may accept some higher costs and they are increasingly willing to use technologies such as digital wallets.
Muhammad Albakri, IATA’s Senior Vice President for Financial Settlement and Distribution Services, said: “Technology continues to change the way people plan, book and pay for travel. Travelers 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”.
In terms of airport preferences, 70 per cent said they want to reach their boarding gate in 30 minutes or less when traveling with just a carry-on; 74 per cent expect it to take no longer than 45 minutes with a checked bag.
85 per cent of respondents said they are willing to share immigration data such as passports and visas with authorities before departure to speed up airport process. 89 per cent are interested in a trusted traveller program to expedite security screening.
45 per cent of travellers said immigration procedures should be completed before reaching the airport, and 36 per cent feel the same about check-in. Additionally, 70 per cent of passengers said they’d be more likely to check-in a bag if they could do so in advance.
Other findings in the survey of airport preferences include:
- 46 per cent of travellers experienced airport processes using biometric identification, with the highest usage is seen at entry and exit immigration checkpoints (43 per cent)
- 84 per cent of users were satisfied with biometrics and 75 per cent prefer using biometrics over traditional passports and boarding passes
- 50 per cent said they are concerned about data protection and 39 per cent would be more open to biometric solutions if assured of their data’s security
Nick Careen said: “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.
“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”.
Under-25s are considerably more proactive in using technology to improve their travel but want assurances on security.
51 per cent would choose digital wallets for payment, far above the global average of 20 per cent.
90 per cent 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 77 per cent.
48 per cent prefer biometrics over traditional passports and boarding passes, compared to 43 per cent of those aged 56-75.
50 per cent of under-25s would be more open to biometric solutions if assured of data security, versus the global average of 39 per cent.
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