IATA Survey: Mobile Devices and Digital ID Are Future of Air Travel
The International Air Transport Association (IATA) presented the results of its 2025 Global Passenger Survey (GPS), revealing two key trends that are redefining how travelers interact with air transport: the intensive use of mobile devices and the growing adoption of biometric digital identity.
Nick Careen, IATA’s Senior Vice President of Operations, Safety, and Security, emphasized: “Passengers want to manage their travels as they manage other aspects of their lives: from their smartphones and with digital identification. The digital experience from booking to baggage collection is gaining ground, and travelers approve of it. However, cybersecurity must be a fundamental pillar in this transformation.”
Mobile Phone as the Center of Passenger Experience
Bookings, Payments, and Immigration Processes from the Smartphone
The survey confirms that mobile devices have become essential tools for travelers. From booking flights to boarding and baggage management, passengers prefer to use their smartphones.
- 54% of respondents prefer to deal directly with airlines, and increasingly they are doing so through mobile apps.
- Although airline websites remain the most popular option (31%), this figure has decreased from 37% recorded in 2024.
- Web apps are gaining ground: 19% prefer them in 2025, compared to 16% in 2024. This growth is driven by younger travelers (25%).
Digital Payment Methods on the Rise
Payment habits are also changing:
- Credit and debit cards still dominate at 72%, although they have decreased from 79% in 2024.
- The use of digital wallets increased from 20% to 28%.
- Instant payments, such as IATA Pay, grew from 6% to 8%.
Furthermore, 78% of passengers want to use a smartphone that integrates a digital wallet, electronic passport, and loyalty cards to manage the entire travel process. The use of electronic baggage tags also increased from 28% to 35%, allowing tags to be generated directly from the mobile device during check-in.
Biometrics: Greater Acceptance and Better Experiences
Growing Use in Airport Processes
The implementation of biometric technologies in airports continues to expand:
- 50% of passengers have used biometrics at some point in their journey, compared to 46% in 2024.
- The most common points of use are: security (44%), exit immigration (41%), and entry immigration (35%).
- Since 2022, usage has increased by almost 20 percentage points.
High Satisfaction and Willingness to Share Data
- 85% of those who have used biometrics are satisfied with the experience.
- 74% would be willing to share their biometric information if it allowed them to avoid showing their passport or boarding pass at points such as check-in, security control, borders, and boarding.
- Although privacy remains a concern, 42% of those who currently do not share their data would reconsider their position if information protection were guaranteed.
Careen underscored: “For international travel to become fully digital, governments must begin issuing digital passports and enabling their secure recognition across borders. This will benefit travelers, authorities, and airlines.”
Regional Trends: Digitalization and Local Preferences
Africa
African passengers value human contact, preferring to book at airline offices or by phone. Despite facing the greatest border challenges, such as visas and complex immigration, their satisfaction level is the second highest globally.
Asia-Pacific
Travelers from this region are the most digitally advanced. They lead in the use of mobile apps and digital wallets, and are the least likely to use credit cards. Although they use biometrics frequently, their satisfaction with this technology is the lowest. They expect increasingly faster and smoother processes.
Europe
Europeans are more traditional and cautious. They prefer to book on airline websites and pay with cards. They are the least likely to use biometrics and show reluctance to share data or replace physical documents with digital identification. Even so, they rank fourth in global satisfaction.
North America
Convenience is the priority for North American travelers. They choose flights based on total duration and fewer layovers, and rely on websites to book. Despite using biometrics widely, their privacy concerns are the highest. Efficiency and data security are essential.
Latin America and the Caribbean
Passengers from this region value personal interaction when booking and prefer to pay with cards. They are the most likely to obtain visas at consulates. Although they use biometrics less frequently, they show great willingness to adopt it and report high satisfaction when they do. However, they are the least satisfied globally.
Middle East
Loyalty is key for travelers from this region. They prefer airports with a good reputation and their favorite airlines. They are highly digitally engaged, use digital wallets, and show enthusiasm for mobile credentials. They rank third in global satisfaction.
Demographic Profiles: Gender and Generations
Men and Women
- Men adopt digital tools more quickly and show greater interest in trips managed solely with smartphones.
- Women are more cautious, although they follow the growing trend in app usage. They value airline reputation and reliability.
Younger Generations
Those under 26 are the most active in using technology to enhance their travels. They prefer apps for booking, digital wallets, and biometrics over physical documents. Nevertheless, they are the most difficult group to satisfy, with the lowest proportion of fully satisfied travelers.
This IATA report reveals a profound transformation in the passenger experience, driven by mobile technology and digital identity. The key to the future of air travel will be balancing efficiency, convenience, and security, meeting the expectations of an increasingly connected generation.
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