The International Air Transport Association (IATA) has presented the results of its 2025 Global Passenger Survey (GPS), highlighting two key trends that are redefining the modern travel experience: the growing reliance on mobile phones and the acceleration of the adoption of biometric technologies at airports.
The Survey is based on over 10,000 responses from travelers from more than 200 countries, offering a comprehensive picture of how passengers want to travel in the future: with greater convenience, more technology and, above all, security.
The mobile phone has now evolved into the passenger’s “control center”. From booking to baggage claim, travelers handle almost every stage of their journey via smartphone.
More than half (54%) want to transact directly with airlines, preferring mobile apps, while the preference for websites has decreased to 31% (from 37% in 2024).
The younger generation (25%) is leading this shift towards apps, indicating that the trend will strengthen further in the coming years.
Payment preferences are also changing: cards still dominate (72%), but have declined significantly since 2024 (79%), as the use of digital wallets (28%) and instant payments such as IATA Pay is growing rapidly.
78% of passengers say they would like a single smartphone tool that integrates a digital wallet, passport and rewards cards, while electronic bag tags are becoming more popular (35% from 28% in 2024), allowing travelers to create luggage tags directly from their device at check-in.
The face as a “passport”
The use of biometrics at airports is steadily increasing, while passenger satisfaction has reached an all-time high.
Half (50%) have used biometrics at some stage of their trip – mainly at security (44%), exit (41%) and entry (35%). Since 2022, usage has increased by almost 20 percentage points.
85% of those who have tried the process say they are satisfied, while 74% would be willing to share their biometric data if it means they don’t have to show a passport or boarding pass.
Meanwhile, 42% of those who are hesitant would change their mind if privacy was fully ensured.
Passengers want to manage their travel like any other aspect of their lives — via smartphone and digital ID, says Nick Careen, IATA’s Senior Vice President, Operations, Safety and Security. Trust, he points out, is key. That’s why cybersecurity must be a foundation for the digital transformation of air travel.
Trends in different parts of the world
Africa: Passengers value human contact and show some of the highest levels of satisfaction in the world, although they face significant problems with visas and border controls.
Asia-Pacific: The world’s most “digital” travelers, with the highest use of apps and digital wallets. Although pioneers, they show the lowest satisfaction with biometric processes.
Europe: The most traditional. They insist on websites and cards, while remaining wary of biometric identification.
North America: Focus on convenience and non-stop travel, but express the strongest privacy concerns.
Latin America & Caribbean: They prefer personal service and pay mainly with cards. Although they use biometrics less, they show a high interest in the future.
Middle East: The most loyal and satisfied passengers, with a high use of digital wallets and a strong preference for airports and airlines with a high reputation for service.
Passenger Profile
Male travelers appear to be faster in adopting new technologies, while women remain more cautious, but place greater importance on the reputation and credibility of companies.
Younger travelers (under 26) are the most technologically savvy, with a strong preference for digital wallets and biometrics, but at the same time the most demanding, as they show the lowest levels of satisfaction.
