Speed and convenience are the top priorities for passengers |01 December 2023

According to the latest International Air Transport Association (IATA) report, published in October 2025, speed and convenience are the top priorities for passengers.

The survey also indicates a growing acceptance of biometrics and off-airport processes to enhance efficiency.

IATA’s senior vice-president for Operations, Safety, and Security, Nick Careen, stated that passengers are expressing a clear preference for reduced booking time and expedited airport procedures. The use of biometric data for off-airport tasks is becoming more prevalent as travellers seek ways to streamline their pre-departure activities.

Planning and Booking

Passengers prioritise convenience in travel planning and departure location selection. Proximity to the airport is the primary consideration for 71% of respondents, surpassing ticket prices (31%). The preference for booking directly with airlines stands at 52%, with a universal desire for transparent fare information and easy access to optional services.

IATA’s senior vice-president for Financial Settlement and Distribution Services, Muhammad Albakri, shared that the Modern Airline Retailing programme's goal to provide a seamless online experience, offering passengers comprehensive options for swift and convenient bookings.

Payment

Convenience dictates the choice of payment methods for 62% of passengers, with credit/debit cards leading at 73%. Regional variations in payment preferences exist, emphasising the need for tailored solutions. IATA Pay, a direct debit method, has been developed to enhance payment options and improve the overall customer experience.

Mr Albakri emphasised that payment is an integral part of the commercial offer, requiring a flexible approach to accommodate diverse market preferences and ensure successful transactions.

Travel Facilitation

The complexity of visa requirements hinders travel plans for many passengers. A digital and streamlined online visa process is favoured, with 87% of travellers expressing a willingness to share immigration information for faster airport procedures.

Mr Careen noted that simplifying visa procedures and leveraging travellers' willingness to share information in advance is a mutually beneficial approach that stimulates tourism and economic growth.

Airport Processes

Efficiency is paramount at airports, with 74% of passengers expecting to move from curb to gate in 30 minutes or less, particularly when travelling with carry-on luggage. The desire for off-airport processing is growing, with 45% preferring immigration procedures to be completed before reaching the airport.

Passengers express interest in flexible baggage processes, home pick-up and delivery options, and increased use of electronic bag tags. Biometric identification gains confidence among travellers, with 46% using it in the past year, and 75% preferring it over traditional methods.

Mr Careen spoke highly of IATA's One ID initiative, which utilises biometrics to eliminate queues and expedite airport processes. The 'Digitalization of Admissibility' standards enable travellers to obtain pre-travel authorisations digitally, facilitating a smoother travel experience.

“The government of Seychelles welcomes the recent findings by IATA regarding traveller preferences and experiences, aligning closely with the positive advancements seen since the implementation of the Seychelles Electronic Border System (SEBS) at our airport.

These findings from IATA's research affirm Seychelles' commitment to embracing innovative solutions, such as the Seychelles Electronic Border System, to meet the evolving needs and expectations of travellers while ensuring enhanced security and efficiency in our border management processes,” said Alan Renaud, principal secretary for Civil Aviation, Ports and Marine.

To note, the GPS, based on over 8,000 responses from 200 countries, provides valuable insights into passengers' preferences, emphasising the industry's need for collaborative efforts and technological advancements to meet evolving expectations.

Compiled by Vidya Gappy