Global travelers demand speed and convenience: What you need to know about IATA’s 2024 Passenger Survey Highlights?

Thursday, October 31, 2024

According to the International Air Transport Association’s (IATA) 2024 Global Passenger Survey, travelers globally prioritize streamlined, tech-enabled travel experiences, with many embracing biometric identification, digital wallets, and off-airport processes for a smoother journey.

The survey sheds light on both general preferences and regional variations in passenger priorities and expectations, underscoring the industry’s push towards modernized, digital-first travel.

Convenience-Driven Planning, Booking, and Payments

Convenience in booking and payment is paramount for passengers across regions.

With 71% of travelers opting for online or mobile app bookings, 53% of whom prefer airline websites/apps over human interaction, the trend underscores a strong shift toward digital engagement.

Additionally, 79% of travelers favor using credit or debit cards, with an increasing openness to digital wallets.

IATA’s Modern Airline Retailing initiative aligns with these preferences, supporting customer-centric solutions through New Distribution Capability (NDC) and the Airline Retailing Maturity Index.

Enhanced Airport Efficiency with Biometrics and Digital Identity

Survey data reveals that 85% of passengers are open to sharing immigration information before departure to speed up airport processes, while 89% favor trusted traveler programs to simplify security screening.

Already, 46% of travelers are experiencing biometric identification at airports, and 75% prefer biometrics over traditional methods.

IATA’s One ID initiative aims to respond to these demands, focusing on paperless, biometric-powered journeys that ease passenger flow and improve airport efficiency.

Regional Insights: Diverse Preferences on Convenience, Price, and Tech Adoption

Africa: African passengers value convenience but often face limited options. They rely on travel agents more than other regions and show a strong interest in tech adoption for streamlined travel.

Asia-Pacific: Price-conscious Asia-Pacific travelers lead in mobile app and digital wallet usage.

They also engage heavily with biometric technology, though satisfaction with this technology is mixed.

Europe: European travelers prefer credit/debit cards and are more cautious about digital solutions, especially around personal data sharing, with lower satisfaction in biometric experiences than other regions.

Middle East: Middle Eastern passengers prioritize airport services and facilities, with many opting for channels involving human interaction.

They are enthusiastic about using digital wallets and biometrics, with high satisfaction in biometric adoption.

North America: North Americans prefer credit/debit payments and are frequent users of loyalty points.

Nearly all are interested in pre-arrival data submission for smoother security screening, and they report high satisfaction with biometrics.

Latin America & Caribbean: This region values payment flexibility, with a preference for installment options.

They have lower biometric usage but show strong willingness to adopt it and high satisfaction when they do.

Youth-Driven Demand for Digital Solutions

Younger passengers, particularly under-25s, show a higher inclination towards digital payments and biometrics, with 51% favoring digital wallets and 90% keen on using smartphones for a fully digital travel experience.

IATA continues to lead the industry’s transformation, addressing the need for seamless, secure travel solutions.

As travelers demand faster, more transparent processes, IATA’s innovations are set to enhance passenger satisfaction across the globe.

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