Passengers call for faster digital transformation in air travel

Air passengers are ready for a seamless digital travel experience – but the industry is struggling to keep up, according to SITA’s Passenger IT Insights 2025 report.

Surveying more than 7,500 travellers across 25 countries, the study found that passengers increasingly expect their journeys to match the digital-first convenience of their daily lives. Almost two-thirds want faster airport processing, while 42% are calling for single, integrated tickets spanning air, rail, and road. Mobile is already the dominant tool, with usage up 20 percentage points since 2020.

“Passengers aren’t resisting change. They’ve already changed,” said David Lavorel, CEO of SITA. “They’ve gone digital. Now it’s our turn. The future of travel isn’t just about adding tech. It’s about removing friction.”

Biometrics and digital identity are now considered standard rather than futuristic. The report revealed that most travellers prefer biometric gates over manned counters, with nearly 80% ready to store their passport on their phone – and two-thirds willing to pay for the convenience. Global adoption of digital IDs is projected to rise from 155 million users today to 1.27 billion by 2029.

Sustainability also ranks high on passenger priorities. Almost 90% said they would pay more to reduce emissions, while many would accept slower flights or lighter luggage to cut their carbon footprint. “Trust is now a measurable factor in travel choices,” Lavorel noted, adding that even with baggage mishandling rates at record lows, 78% of passengers would still pay for end-to-end tracking services.

The report concludes that travellers are demanding journeys that are simple, trusted, and sustainable – and that aviation must accelerate transformation to keep pace. “We’re asking passengers to adapt to travel,” Lavorel said. “But they’re asking travel to adapt to them.”

Earlier this year, SITA’s Air Transport IT Insights report revealed a growing focus on cybersecurity, biometrics, and sustainability to future-proof air travel.