SITA reports passengers increasingly embracing tech as part of their flying experience

GENEVA - SITA, a Geneva, Switzerland-based air transport technology company, says its 2024 Passenger IT Insights report highlights a shift in passenger behavior, with many embracing digital solutions such as mobile-enabled travel. The report found that travelers are increasingly using their mobile devices to handle booking, waiting times, and baggage collection. Notably, 75% of those surveyed said they are comfortable storing their passports on their phones using a secure Digital Travel Credential, which they can share ahead of their trip to expedite the process. 

The International Air Transport Association (IATA) reports that air travel saw a sharp rise in 2023, exceeding expectations. By 2040, demand is projected to reach 8 billion passengers globally, making smoother and more efficient travel experiences essential to accommodate the growing numbers.

A top concern for 64% of passengers is reducing wait times at airports. While biometric technologies have proven to streamline passenger processing, privacy concerns remain. About half of the respondents expressed worries about data security. Despite this, passengers rated their comfort with biometric systems at 6.7 out of 10, suggesting room for growth in acceptance, provided the industry can assure travelers of robust data protection.

Related: TSA chief says biometrics and tech could lower the stress of traveling

David Lavorel, CEO of SITA, remarked, “We are on the edge of a new era in travel, where growing demand meets transformative technology. Passengers are ready to adopt digital innovations to make their journeys quicker and more efficient. The onus is on the industry to ensure passengers are informed about the advanced security measures in place to protect their data.”

Sustainability also remains a priority for travelers, with many expressing a willingness to pay an average of 11% more on their ticket to offset their flight's carbon emissions. Additionally, over half of the passengers said they would consider slower flights or traveling with lighter baggage to reduce their environmental impact.

“Passengers are signaling their willingness to collaborate in the industry’s move toward net-zero aviation,” Lavorel said. “Their openness to carbon offsetting and modifying travel habits aligns with the efforts airlines and airports are making to cut emissions through sustainable technology and operational changes.”