Air travelers are calling for a smarter, faster, and more sustainable future for air travel, according to a new global passenger trends report by aviation technology firm SITA.
Based on a survey of 7,500 passengers across 25 countries, the report reveals a clear shift in expectations: travelers want seamless journeys powered by technology — shorter wait times, digital tickets across multiple transport modes, and real-time updates accessible on their phones.
Nearly two in three passengers say they want faster airport processing, while 42% would like a single ticket that covers air, rail, and road travel. Smartphone use for travel management has surged 20 percentage points since 2020, making mobile devices the hub of the modern journey.
“Passengers aren’t resisting change — they’ve already changed,” said David Lavorel, CEO of SITA. “They’ve gone digital. Now it’s our turn. The future of travel isn’t just about adding tech — it’s about removing friction.”
The report shows passengers are also embracing biometrics and digital identity tools. Most now prefer automated biometric gates over staffed counters, and nearly 80% say they’re ready to store their passports on their phones — with two-thirds willing to pay for the convenience. SITA predicts digital ID adoption will jump from 155 million users today to 1.27 billion by 2029.
Sustainability is another strong driver of change. Almost 90% of passengers say they would pay more to reduce carbon emissions — even if that meant flying more slowly or traveling lighter. Many expect airlines and airports to show measurable environmental progress in return.
Despite improvements in baggage handling, trust remains a key issue. Although mishandling rates are at record lows, 78% of travelers said they would still pay extra for end-to-end baggage tracking and handling.
“We’re asking passengers to adapt to travel,” Lavorel added, “but they’re asking travel to adapt to them. The tools are here — biometrics, digital IDs, real-time data, smarter baggage — the only thing missing is urgency.”
