Amid skyrocketing traffic, passengers look to digitalization to upgrade their travel experience, SITA 2024 Passenger IT Insights report finds

GENEVA – 18 September 2024– In 2023, air travel soared, surpassing industry expectations. IATA predictions suggest that demand will only continue to grow, reaching 8 billion global passengers by 2040. Ensuring the passenger journey is smooth and efficient will be more important than ever for the industry to manage this growth. According to SITA’s newly released 2024 Passenger IT Insights report, travelers see technology as the key, eagerly embracing innovations like mobile-enabled Digital Travel.

Passengers already use their mobile devices as a remote control for the journey, with high adoption across key stages like booking, dwell time, and baggage collection. Taking this a step further, a full three out of four passengers surveyed reported being comfortable with having their passport stored on their phone through a secure Digital Travel Credential and sharing this in advance to speed up the journey. This signals the hugely important role digital identities will play in the travel experience of the future.

64% of passengers highlight shorter airport queues as the most important improvement to the travel process they’d like to see. Biometrics have been proven to speed up passenger processing times, but half of passengers express lingering concerns around data privacy. This points to a clear need for education and reassurance about the safety and benefits of biometric technology, which are tested against rigorous data security standards. Still, passengers rate their comfort levels with biometrics relatively highly, at an average of 6.7 out of 10.

David Lavorel, SITA CEO, said: “We are on the cusp of a new era in travel, as unprecedented demand converges with technological innovations that have the power to revolutionize the journey. The appetite from passengers is clear: they’re eager to embrace the latest digital solutions to make their experience swifter and more streamlined than ever before. The responsibility falls to the industry to ensure travelers are fully informed of the advanced data security and privacy-preserving potential of biometrics.”

Sustainability remains front of mind for passengers, who are willing to take on extra commitments in terms of cost and time in order to make their travel greener. They’re willing to pay an average of 11% on top of their ticket cost to offset their flight’s carbon emissions. More than half are also open to taking longer flights at slower speed or carrying lighter baggage to reduce their carbon footprint.

“Passengers are telling the industry that they are willing to meet us halfway in terms of the shift towards net-zero aviation. Their openness to carbon offsetting and changing behaviors around baggage will supplement airlines’ and airports’ commitment to reducing emissions through measures like sustainable technology and changes to operations and infrastructure,” Lavorel added.

SITA surveyed more than 7,000 passengers across 25 countries in the Americas, Asia, Europe, Middle East, and Africa in Q2 of this year as part of the 2024 Passenger IT Insights research. Download the full report for more.

About SITA

SITA is the air transport industry’s IT provider, delivering solutions for airlines, airports, aircraft and governments. Our technology powers more seamless, safe, secure and sustainable air travel.

With around 2,500 customers, SITA’s solutions drive operational efficiencies at more than 1,000 airports while delivering the promise of the connected aircraft to customers of over 18,000 aircraft globally. SITA also provides technology solutions that help more than 70 governments strike the balance of secure borders and seamless travel. Its communications network connects every corner of the globe, and SITA bridges 45% of the air transport community’s data exchange.

In 2023, the Science Based Targets initiative (SBTi) approved SITA’s near-term and long-term emission reduction targets. These science-based targets are pivotal in guiding the company’s climate actions to curtail greenhouse gas emissions effectively. SITA is also developing solutions to help the aviation industry meet its carbon reduction objectives, including reduced fuel burn and greater operational efficiencies.

In 2024, SITA acquired Materna IPS, leader in passenger handling, to create the world’s most powerful passenger portfolio for airports and digital travel. SITA then acquired ASISTIM, to offer a fully-fledged airline flight Operations Control Center managed service. The company also launched SmartSea to give the maritime industry access to the same advanced technology that is transforming air travel. The launch comes as part of SITA’s growth into cruise and rail, as well Urban Air Mobility, such as Vertiports.

SITA is 100% owned by the industry and driven by its needs. It is one of the most internationally diverse companies, providing services in over 200 countries and territories.

Go to www.sita.aero for more information.