What irritates air travelers the most today when they are traveling? According to the barometer of the international air transport association IATA (IATA Global Passengers Survey 2026), which details how passengers judge their travel experience, concerns the formalities surrounding obtaining a visa. In fact, these procedures have nothing to do with the air travel experience itself, a result that IATA must highly satisfy.
The complex immigration procedures effectively discourage 43 % travelers from traveling to certain destinations. This is a significant decline compared to 2025, when only 33 % complained about these formalities.
On the other hand, IATA indicates in its survey that artificial intelligence and biometric technology are now widely accepted by passengers because they are transforming the way passengers plan and experience air travel.
IATA’s global survey for 2026 highlights three major trends shaping the passenger experience: the growing adoption of biometrics and digital passports, the growing role of AI in travel planning, and the growing frustration with entry requirements.
Nearly half of the travelers surveyed (49%) used AI to plan a trip. Searching for flights to a specific destination is the most common application, cited by 21 % of the respondents, followed by searching for the cheapest rates (19 %) and finding inspiration for trips (17 %).
IATA is therefore urging airlines to quickly adapt to these behavioral changes by adapting their digital strategy, according to Nick Careen, senior vice president of operations, safety and security at IATA. He said that carriers must ensure that their offerings appear in the results generated by AI. And also create practical means for travelers to turn recommendations into bookings.
Less resistance to sharing personal data
Biometric identification is also gaining ground at airports. Approximately 58 % of the passengers have experienced the biometric technology during their airport journey in the last 12 months, compared to 50 % in 2025 and 34 % in 2022.
The satisfaction of passengers who used biometrics reached 87%, compared to 86% a year earlier. The potential resilience of passengers to share data also diminishes: 78 % of the travelers would share biometric information if it allowed them to bypass repeated passport or boarding card checks. Among those who are ready to do so, 75 % prefer to register in advance and be recognized throughout their journey.
Interest in digital passports is equally strong. Approximately 84 % of the travelers surveyed in the survey would consider using one for online check-in, while 82 would % share a digital passport with an airline after booking to access personalized services, including visa information. A similar proportion is in favor of using a combination of digital wallets, passports, and loyalty cards on a smartphone.
Trust in technology remains a crucial issue, however. Data breaches are of concern to 59 % respondents, while 49 % are concerned about sharing information with other organizations. IATA notes that 41 % say they lack clarity about how their personal data is being processed.
As seen above, immigration requirements now represent the major obstacle to travel. Among travelers deterred by entry rules, 53 % stated that the process was too complex, while privacy and cost were cited by 17 % of them each. While 60 % would prefer to apply for a visa online rather than in person at an embassy or consulate.
Skeptical Europeans are taking a more skeptical approach to digital technology
The regional differences in the evaluation of new technologies have the potential to influence how airlines and destinations react. The Middle East leads in the use of AI with 72%, and is enthusiastic about the use of digital passports with 91%. The Asia-Pacific region has the highest overall satisfaction in air travel with 90%, while Africa shows the greatest reluctance among travelers deterred by immigration requirements with 52%.
Europe shows the lowest satisfaction, at 84% for their experience of an air travel journey. Likewise, the lowest use of AI for travel planning, at 35%. North America is the most enthusiastic about the adoption of biometrics, at 63%. It also shows particularly strong concerns regarding data security.
IATA urges governments to simplify entry and visa procedures, eliminate double controls, and establish common standards for secure digital travel certificates. The association points out, in particular, that existing technologies are capable of supporting faster processing of visas, but inconsistent verification practices remain an obstacle to this acceleration of formalities.
