Global travel report reveals shifts in passenger expectations
December 1, 2024
Airports Council International (ACI) World has unveiled its 2024 Global Traveller Survey (GTS), highlighting shifting passenger expectations as air travel stabilises post-pandemic.
Drawing insights from over 4,000 travellers across 30 countries, the report reflects a strong appetite for travel, a growing emphasis on wellbeing, and calls for enhanced airport experiences.
Released at the Airports Innovate conference, the findings reveal that 67% of travellers plan to fly as much or more frequently in 2024 despite global economic pressures. Confidence in planning long-term trips is also increasing, signalling a return to normality within the aviation sector.
Wellbeing has emerged as a priority for passengers, with one-third seeking more wellness-focused environments to alleviate travel stress.
The survey also found pre-boarding to be the most stressful phase, offering airports an opportunity to refine dining and shopping facilities where passengers are primed for positive experiences.
ACI’s report underscores evolving customer expectations, spotlighting the role of airports in enhancing passenger satisfaction amidst a recovering industry.
Justin Erbacci, ACI World director general, said: “The ASQ 2024 Global Traveller Survey report reflects a landscape where travellers’ expectations are solidifying around convenience, premium options, and sustainability. Travellers seek a reduced stress journey and are more eager than ever to enjoy enhanced airport experiences. They prioritize comfort, personalization, and ethical engagement.”
Key consumer trends reshaping traveller preferences and setting new airport standards
- Seamless, automated journeys: Travellers increasingly value technology that personalizes and streamlines their journey, enhancing their overall wellbeing throughout the airport experience. A notable 78% of respondents expressed interest in “ready-to-fly” options, such as remote check-in and pre-clearance, highlighting a strong preference for efficient, tech-enabled travel.
- Information sharing: Promising solutions to streamline the journey depend on travellers’ willingness to share personal information. While many travellers are open to sharing some data, the industry must offer them the flexibility to choose what information they share and with whom.
- Growth in premium and personalization: There is a growing demand for premium services, including faster check-ins and enhanced lounge experiences, with an emphasis on personalised, engaging, and entertaining journeys.
- Value for money and conscious consumerism: Travellers are drawn to brands with ethical and eco-friendly practices, impacting their airport retail choices. Younger travellers, in particular, are eager to adjust their behavior to support sustainability and are highly interested in airport initiatives focused on this area.
