Passengers Want More Information, Automation, Control and Privacy – and a Human Touch

October 5, 2018

ATHENS – The International Air Transport Association (IATA) announced the results of its 2018 Global Passenger Survey (GPS), which showed that passengers are looking to new technology to give them more control, information and improve efficiency when they travel. 

Based on 10,408 responses from 145 countries, the survey provides insight into what passengers would like from their air travel experience. Passengers told us that they want:

Real time journey information delivered to their personal devices;
Biometric identification to facilitate their travel processes;
Automation of more airport processes;
Wait times of less than 10 minutes at security / immigration;
Their bags tracked throughout their journey; and
A human touch when things go wrong. (ATI).