While passengers have adapted to an increasingly digital world, it seems that the travel industry is now lagging behind. When it comes to getting on a plane, they still have to queue up, print out their document and possibly do it all over again. The 2025 edition of the SITA Passenger IT Insights highlights a clear discrepancy: travellers want simple, intelligent journeys. They want the airline industry to speed up its digital transformation.
The report is based on the opinions of over 7,500 passengers from 25 countries around the world. Authentic testimonials, taken on the...
While passengers have adapted to an increasingly digital world, it seems that the travel industry is now lagging behind. When it comes to getting on a plane, they still have to queue up, print out their document and possibly do it all over again. The 2025 edition of the SITA Passenger IT Insights highlights a clear discrepancy: travellers want simple, intelligent journeys. They want the airline industry to speed up its digital transformation.
The report is based on the opinions of over 7,500 passengers from 25 countries around the world. These authentic testimonials, taken on the spot as they left the plane or before boarding, reflect a common aspiration: air travel must meet passengers' wishes. And not the other way round.
The expectations are clear: simple, reliable and sustainable journeys. Simplicity means shorter waiting times, smooth intermodal journeys and real-time updates available on smartphones. Nearly two-thirds of travellers want faster processing at the airport, and 42 % would like a single ticket covering all modes of transport. Including public transport.
80 % passengers ready to store their passport on their phone
Mobile phones are already becoming the centre of gravity for travel. According to SITA, its use has increased by twenty points since 2020. The "digital-first" generations are in fact setting the new standards for travel. " Passengers are not resistant to change. They have already changed "explains David Lavorel, CEO of SITA. " They've gone digital. It's up to us to follow. The future of travel is not about adding technology, it's about removing friction.
The use of biometric techniques and digital identity are by no means futuristic for these generations. Quite the contrary, according to SITA. According to its report, the majority of passengers prefer biometric gates to traditional counters. Nearly 80 % are prepared to store their passport on their phone, and two-thirds would pay for this convenience. Worldwide, the adoption of digital identity is expected to grow from 155 million users today to 1.27 billion by 2029.
It's not just digital that's on the up. SITA is also seeing a real demand for sustainable travel. Nearly 90 % of passengers would be willing to pay more to reduce emissions. Many would be prepared to make a slower journey - particularly by air - or travel lighter to limit their carbon footprint.
Demand for multimodal solutions soars
Trust is becoming a key criterion in the choice of routes. Even baggage management, long the black mark of air travel, is changing. Despite a historically low baggage loss rate, 78% of passengers say they are prepared to pay for an end-to-end baggage service. Why is this? Because trust counts. And they want it to extend to all modes of transport: 70 % are planning at least one intermodal journey this year.
" We ask passengers to adapt to the journey, but they ask the journey to adapt to them. "says David Lavorel. The tools exist: biometrics, digital identities, real-time data, intelligent baggage management. What's still missing is the urgency to put them into practice. ".
