IATA: Passengers expect increased personal control over travel journey

Passengers are looking to take control of their air travel experience, with increased automation of airport processes, biometric identification, real-time data on personal devices, unobtrusive security and consistent border control procedures at the top of their list of expectations, according to IATA’s latest annual Global Passenger Survey, released Oct. 24. IATA said 82% of travelers want to use a “digital passport” on their mobile devices throughout the travel process, from flight booking through airport passage. Biometric identification—via facial, iris or fingerprint recognition—was approved by 64% of GPS respondents. “Passengers want to use one single biometric identity token for all of their travel transactions from booking flights to passing security and border control and picking up their bags,” IATA SVP-airport, passenger, cargo & security Nick Careen said. “The technology exists. Its use in aviation needs to be accelerated.” Passengers continued to give high marks to online booking and online check-in, with about 80% of respondents voicing satisfaction in each category. While passenger satisfaction with security procedures, onboard service and baggage retrieval all improved since last year, border control/immigration procedures and IFE remained as the two air travel journey experiences with which passengers were most dissatisfied. But airport security and border control processes were again identified as passengers’ biggest pain points, with the top complaints involving having to remove personal items, having to unpack electronic devices in carry-on bags and the variation of security screening methods at different airports, IATA said.<br/>