The International Air Transport Association (IATA) has dropped its 2025 Global Passenger Survey (GPS) and let’s just say, travellers are glued to their phones and getting rather cosy with biometrics. The future of flying is officially digital-first with a few privacy jitters on the side.
The phone has taken over
It’s official, your phone isn’t just for selfies at the airport anymore. From booking to boarding, travellers want their smartphones to do all the heavy lifting.
More than half of passengers (54%) now prefer to deal directly with airlines, and apps are winning over old-school websites faster than you can say “boarding pass.” In fact, app bookings have jumped to 19% (up from 16% last year), while websites are losing some ground.
The younger crowd (especially under 26 year olds) are leading the charge – because obviously, if you can’t do it from your phone while queueing for coffee, is it even worth doing?
When it comes to payments, digital wallets are the new travel BFFs. They’ve risen from 20% to 28%, while credit and debit cards have dipped (from 79% to 72%). Instant payment tools like IATA Pay are gaining traction too.
And get this, a whopping 78% of passengers now want one magical smartphone that holds everything – wallet, passport, loyalty cards, and probably their sanity too. Even baggage is going digital, with electronic bag tags soaring from 28% to 35%.
Smile for the scanner
Forget looking into cameras at customs. Biometrics are taking over airport checkpoints, and passengers are actually loving it. Us included! Half of all travellers have used biometrics somewhere on their journey (up from 46% in 2024), with satisfaction levels at a sky-high 85%.
From security lanes to immigration, faces are the new boarding passes. And 74% of people are happy to hand over their biometric data, as long as it means less faffing about with passports. Still, privacy sceptics remain with 42% say they would reconsider sharing their data if they trusted how it’s handled.
IATA’s Nick Careen summed it up perfectly:
“Passengers want to travel the same way they live — on their phones and with digital IDs. But cybersecurity is key — trust must come first.”
This means airlines, airports, and governments need to tighten up those data-locks if they want passengers to keep smiling at scanners.
Around the world in 80 data points
- Middle East: Loyal, digital, and loving it. This region ranks among the world’s most satisfied flyers, with high enthusiasm for smartphone travel and digital wallets.
- Africa: Loves a personal touch. Still big on call centres and in-person bookings, but ready for smoother borders.
- Asia-Pacific: The tech wizards of global travel. Top scores for satisfaction and digital adoption, but even the savviest travellers get cranky when biometrics don’t behave.
- Europe: The cautious bunch. Still clutching their credit cards and passports like security blankets. Least likely to share biometrics, but still quietly content.
- North America: Convenience addicts. Want it fast, simple, and drama-free. Yet somehow, still among the least satisfied travellers. (Perhaps too many layovers?)
- Latin America and the Caribbean: Personal service reigns supreme, but interest in biometrics is growing fast. When tech works, they’re some of the happiest passengers around.
Roll call on traveller types
- Men: App-happy, data-hungry, and slightly ahead in the biometrics game.
- Women: More cautious adopters, but brand loyalty and trust matter most.
Gen Z and Millennials: The digital darlings who are mobile-first, impatient for change, and least likely to tolerate clunky systems or long queues.
For airlines, airports, and B2B travel players, the takeaway is to go mobile, go biometric, and go big on trust. Travellers want control, convenience, and confidencem all in the palm of their hand (literally).
Digital transformation is boarding now, so make sure your cybersecurity’s strapped in tight before take-off.
