Air travel is becoming more digital, and passengers are increasingly willing to embrace technology if it makes their journeys easier. From using artificial intelligence (AI) to find cheaper flights to relying on facial recognition at airports, travellers are looking for ways to spend less time on formalities and more time enjoying their trips.

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However, technology alone cannot make every journey smooth. Complicated visa applications, concerns about personal data and uncertainty over entry requirements continue to affect travel decisions.

The International Air Transport Association’s (IATA) 2026 Global Passenger Survey highlights these changing expectations. Based on more than 10,000 responses from over 200 countries, the survey examines how passengers plan their journeys, use digital services and respond to barriers to international travel.

Its findings point to three major changes: biometric identification is gaining acceptance, AI is becoming a travel-planning tool, and immigration requirements remain a significant hurdle.

Airports move towards a more digital experience

For many travellers, the airport experience involves repeatedly presenting passports, boarding passes and other documents at different checkpoints. Biometrics could reduce some of these repeated checks by allowing passengers to verify their identity through facial recognition or other biometric methods.

The IATA survey found that 58 per cent of passengers had experienced biometric identification at some point during their airport journey in the previous 12 months. This was an increase from 50 per cent in 2025 and 24 percentage points above the level recorded in 2022.

Passenger satisfaction is also high. Among those who had used biometrics, 87 per cent said they were satisfied with the experience, compared with 86 per cent in 2025.

The willingness to adopt the technology extends beyond those who have already experienced it. According to the survey, 78 per cent of travellers would be willing to share their biometric information if it allowed them to pass through airport checkpoints without repeatedly showing a passport or boarding pass.

Among passengers willing to use biometrics, 75 per cent prefer to register their details once in advance and then be recognised automatically throughout their airport journey.

For passengers, this could mean fewer queues and less time spent presenting documents at multiple points. For airlines and airport authorities, it could help make passenger processing more efficient.

Digital passports could simplify travel

The growing interest in biometrics is accompanied by strong demand for digital passports and smartphone-based travel services.

The survey found that 84 per cent of passengers were interested in using a digital passport for online check-in instead of presenting a physical passport. Another 82 per cent were interested in sharing a digital passport with an airline at the time of booking, after payment, if this enabled more personalised services, such as information about visa requirements.

An equal proportion expressed interest in using a smartphone that combines a digital wallet, digital passport and loyalty cards to manage booking, payments and airport procedures on departure and arrival.

For travellers, the attraction is convenience. Digital credentials could allow them to share the necessary information in advance, receive relevant travel guidance and complete more formalities before reaching the airport. However, wider adoption will require governments to agree on common systems for issuing and accepting secure digital travel credentials.

Data privacy remains a concern

Despite growing acceptance of biometric technology, passengers are concerned about how their personal information will be collected, stored and used.

The survey found that 59 per cent of passengers identified data breaches as a leading concern. Another 49 per cent were worried about their information being shared with other organisations, while 41 per cent said they were concerned about a lack of clarity over how their personal data was handled.

These concerns highlight an important condition for the wider use of digital identity: passengers must trust the systems handling their information.

Clear rules on data protection, transparent information about how personal details are used, and safeguards against unauthorised access will be important in encouraging more people to adopt these services.

IATA Senior Vice-President for Operations, Safety and Security Nick Careen said biometrics and digital identity could make travel faster and more seamless, but governments needed to support their wider use through secure and commonly accepted digital travel credentials.

AI is changing how people plan holidays

Artificial intelligence is also becoming part of the passenger journey, particularly before travellers reach the airport. Instead of relying only on traditional search engines and airline websites, people are increasingly using AI tools to explore destinations, compare fares and identify suitable flights.

Nearly half of the passengers surveyed by IATA, or 49 per cent, said they had used AI for travel planning. Searching for flights to a specific destination was the most common use, reported by 21 per cent of respondents. Another 19 per cent had used AI to find the cheapest flights, while 17 per cent had turned to it for inspiration about where to travel.

For passengers, AI can offer a more conversational way to plan a trip. They can describe their preferences, explore possible destinations and compare travel options through a single interaction.

However, the technology also presents a challenge for airlines. As travellers increasingly use AI to discover and compare flights, airlines will need to ensure their services are visible through these tools and make it easy for passengers to move from an AI-generated recommendation to an actual booking.

Careen said airlines needed to develop convenient ways to convert AI-based travel conversations into bookings.

Visa and immigration rules discourage travellers

While passengers are becoming more comfortable with digital services, complicated entry requirements remain a major obstacle to international travel.

The IATA survey found that 43 per cent of passengers had been discouraged from visiting a destination because of immigration requirements. This was a sharp increase from 33 per cent in 2025. Among those deterred by immigration procedures, 53 per cent said the process was too complex. Privacy concerns and cost were each cited by 17 per cent.

The findings suggest that the decision to travel is influenced by more than ticket prices, hotel costs and the attractions of a destination. Unclear or complicated visa procedures can also lead passengers to reconsider or abandon their plans.

Geopolitical tensions create another barrier. Among passengers discouraged from travelling to a destination because of geopolitical conflict, 72 per cent cited safety as the main reason, while 13 per cent pointed to uncertainty about whether travel was possible.

For travellers, clearer entry information and simpler application procedures could make it easier to plan international journeys with confidence.

Travellers want immigration formalities completed earlier

Passengers are also showing a preference for completing immigration procedures digitally and before arriving at the airport.

The survey found that 86 per cent of respondents were likely to share their immigration information digitally before departure to speed up the process. This was an increase from 83 per cent in 2025. The proportion of passengers who preferred to complete immigration procedures before reaching the airport rose from 41 per cent to 45 per cent over the same period.

Online visa applications were also the preferred option for many travellers. Sixty per cent said they preferred applying for a visa online, compared with 25 per cent who preferred to apply in person at a consulate or embassy.

Electronic visas, or eVisas, can help make the application process more convenient. However, differences in how governments issue and verify these documents can create difficulties for airlines and passengers. IATA has called for governments to adopt common standards that would allow airlines to verify digital travel credentials more efficiently.

For passengers, a more consistent system could mean fewer uncertainties before departure and less time spent completing formalities at airports.

How passenger expectations differ across regions

The survey also found significant regional differences in satisfaction, technology adoption and attitudes towards immigration requirements.

Passengers in Asia-Pacific reported an overall travel satisfaction rate of 90 per cent, among the highest globally. The region also recorded biometric use among 61 per cent of respondents, above the global average of 58 per cent. However, complex immigration procedures continued to discourage travel, with 49 per cent reporting that entry requirements had put them off visiting a destination.

The Middle East stood out for its use of AI in travel planning. Seventy-two per cent of respondents from the region said they had used AI for this purpose, compared with the global average of 49 per cent. The region also recorded the strongest interest in digital passports for online check-in, at 91 per cent, and the highest willingness to share biometric data, at 84 per cent.

In North America, 63 per cent of passengers had experienced biometrics during the previous year, the highest proportion among the regions surveyed. However, concerns about data breaches were also particularly strong. North American passengers were the least likely to report being discouraged from visiting a destination because of immigration requirements, at 35 per cent.

European passengers were more cautious about digital travel technology. Only 35 per cent reported using AI for travel planning, while 47 per cent had experienced biometrics in the previous year. Europe also recorded the lowest overall travel satisfaction, at 84 per cent.

In Latin America and the Caribbean, overall satisfaction reached 85 per cent, improving by five percentage points from 2025. Passengers in the region showed strong interest in completing immigration procedures before reaching the airport, while concerns about how personal information was shared and handled were higher than in other regions.

In Africa, 52 per cent of passengers said immigration requirements had discouraged them from visiting a destination, the highest proportion among the regions surveyed. While biometric use was comparatively low, interest in digital travel solutions was strong.

These differences show that passenger expectations are not uniform. While some regions are moving quickly towards digital travel services, others continue to face significant barriers related to immigration procedures, technology adoption and trust.

Making the entire journey easier

The IATA survey points to a clear expectation from passengers that air travel should be easier to plan, simpler to navigate and less burdened by repetitive formalities.

Biometrics could reduce repeated document checks, digital passports could make identity verification more convenient, and AI could help travellers find flights and destinations that suit their needs. But these improvements will have limited value if passengers continue to face complicated visa applications or are uncertain about how their personal information will be used.

For airlines, the challenge will be to make digital services useful throughout the passenger journey, from the first search for a flight to arrival at the destination. Governments, meanwhile, will need to improve the consistency of immigration processes and ensure that digital travel credentials are secure and widely accepted.

As passenger expectations evolve, the future of air travel will depend not only on how quickly aircraft move people between destinations, but also on how easily passengers can complete every step of the journey.