Airports Council International (ACI) World has published its 2024 Global Traveller Survey (GTS), shedding light on evolving passenger expectations as the aviation industry stabilizes following the pandemic.
The survey, based on feedback from over 4,000 travellers across 30 countries, highlights a resurgence in travel demand, a rising focus on passenger wellbeing, and calls for improved airport services.
Travel Frequency and Confidence Surge
Despite ongoing global economic uncertainties, 67% of respondents indicated plans to travel as frequently, or more often, in 2024. This signals a robust recovery and growing confidence in air travel, with an increasing number of travellers making long-term plans.
Wellbeing Takes Center Stage
A major shift in passenger priorities is the growing emphasis on wellness. One-third of survey participants expressed a desire for airports to create more wellness-oriented environments, aiming to reduce the stress associated with travel.
Pre-boarding emerged as the most stressful phase of air travel, providing airports with a valuable opportunity to enhance their offerings, such as dining and shopping facilities, to improve the overall passenger experience.
Airports Play Crucial Role in Enhancing Travel Experience
The findings underscore a broader shift in passenger needs, with a focus on comfort, personalization, and sustainability. ACI World Director General Justin Erbacci emphasized that the 2024 report reflects solidified traveller expectations around convenience and premium services. “Travellers are seeking stress-free journeys and more sophisticated airport experiences,” Erbacci remarked. “They prioritize comfort, personal touches, and ethical business practices.”
Key Trends Reshaping Passenger Expectations
Technology for Seamless Travel
There is a growing preference for automated, tech-driven processes that streamline the journey. 78% of respondents showed interest in options like remote check-in and pre-clearance, which promise to simplify the airport experience and reduce stress.
Data Sharing for Better Service
The survey also revealed a willingness among passengers to share personal data to facilitate a smoother travel experience. However, there is an emphasis on allowing travellers to control what information they share, ensuring privacy while enhancing service efficiency.
Premium Services and Personalization
A clear trend toward premium offerings, such as faster check-ins and enhanced lounge access, was noted. These services are increasingly personalized, catering to passengers who seek a more engaging and comfortable journey.
Sustainability and Conscious Consumerism
Sustainability is an important consideration for today’s travellers, particularly among younger generations. Airport retailers are increasingly expected to align with eco-friendly and ethical practices. Many respondents indicated a preference for brands that prioritize sustainability, reflecting broader trends in conscious consumerism.
ACI’s 2024 survey highlights the evolving landscape of air travel as airports adapt to meet the expectations of a post-pandemic world. With a clear shift toward wellness, technology, and sustainability, the aviation sector is positioning itself for a more personalized and efficient future.
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