Kuala lumpur: The International Air Transport Association (IATA) has identified two key trends redefining the passenger travel experience, according to its 2025 Global Passenger Survey (GPS).
According to BERNAMA News Agency, IATA stated that the survey, which gathered over 10,000 responses from more than 200 countries, highlighted the growing reliance on mobile devices at every stage of passengers’ journeys. This signifies an increase in mobile reliance among travellers.
The other trend observed is the rapid adoption of biometric technologies, with biometrics and digital identity facilitating more seamless airport processing. Nick Careen, IATA’s senior vice-president for operations, safety, and security, noted that passengers desire to manage their travel experiences on smartphones using digital IDs, similar to how they handle other aspects of their lives.
As digital processes become more integrated into the travel experience, from booking to baggage claim, the survey indicates that travellers are embracing these changes and expressing a desire for more digital integration. However, Careen emphasized the importance of maintaining cybersecurity as a core component of the digital transformation in travel.
The survey also revealed that 54 per cent of travellers prefer to interact directly with airlines through mobile apps, utilizing these platforms to book and pay for their journeys. Digital wallet usage is projected to rise to 28 per cent in 2025, up from 20 per cent in 2024. Instant payment methods, such as IATA Pay, have also seen growth, increasing to eight per cent in 2025 from six per cent in 2024, while credit and debit card usage has declined slightly to 72 per cent from 79 per cent in 2024.
Biometric technology is becoming more prevalent at airports, with passenger satisfaction reaching unprecedented levels. The survey indicates that 50 per cent of passengers use biometrics at some point during their airport experience, a rise from 46 per cent in 2024. Furthermore, 85 per cent of those who have used biometrics report high satisfaction with the experience.