Passengers are living digital-first lives. They manage their finances, health, and mobility from their phones. But when it’s time to fly, they’re still asked to queue, print, and repeat. This year’s Travelers’ Voice, SITA Passenger IT Insights 2025 reveals a clear disconnect: travelers are ready for easy, smart journeys. And they’re asking the aviation industry to accelerate its transformation.
The report channels the voices of more than 7,500 real passengers, surveyed at airports in 25 countries around the world, just before takeoff and right after landing. These are authentic, in-the-moment insights from people living the journey. And they’re speaking up: they want air travel to match the pace of their lives.
Passengers’ demands are clear: they want journeys that are simple, trusted, and sustainable. Simplicity means shorter waits, seamless intermodal trips, and real-time updates they can manage from their phones. Nearly two in three say they want faster airport processing, while 42% want a single ticket covering air, rail, and road. Mobile is already the hub, with usage up 20 points since 2020. And digital-first generations, now the main driver of growth, are setting the baseline for what travel must deliver next.
