The International Air Transport Association (IATA) released the results of its 2025 Global Passenger Survey (GPS), highlighting two key trends that are redefining the passenger travel experience: Mobile Reliance Rising: More travelers are managing every stage of their journey using smartphones. Biometric Adoption Accelerating: Use of biometrics and digital identity is expanding to enable more seamless airport processing, and travelers like it.
“Passengers want to manage their travel the same way they manage many other aspects of their lives—on their smartphones and using digital ID. As experience grows with digital processes from booking to baggage claim, the message that travelers are sending in this year’s GPS is clear: they like it, and they want more of it. There is an important caveat which is the need to continue building trust, so cybersecurity remains a priority. Cybersecurity must be core to the end-to-end digital transformation of how we book, pay, and experience air travel,” said Nick Careen, IATA’s Senior Vice President Operations, Safety and Security.
