Airports Council International (ACI) World has unveiled the 2024 Global Traveller Survey (GTS) report, shedding light on evolving passenger expectations in a stabilizing travel environment. Released at the Airports Innovate event, the study reflects insights from over 4,125 travelers across 30 countries who took at least one flight in the past year.
The findings reveal a consistent enthusiasm for travel despite economic challenges, with 67% of respondents planning to maintain or increase their travel frequency in 2024 compared to 2023. Passengers are also displaying growing confidence in long-term travel planning, signaling a return to pre-pandemic stability in the aviation industry.
An increasing focus on wellbeing emerged as a dominant trend, with many travelers prioritizing stress-free and enjoyable airport experiences. While two-thirds of respondents expressed positive sentiments about their next airport visit, a notable portion emphasized the need for wellness-centered environments to reduce anxiety and enhance overall satisfaction.
Pre-boarding processes were identified as the most stressful part of air travel. However, once these hurdles are cleared, travelers are more receptive to positive experiences, particularly in shopping and dining areas. Despite this, their expectations in these spaces often remain unmet, presenting opportunities for improvement.
Justin Erbacci, Director General of ACI World, highlighted the shifting priorities, stating, “The 2024 GTS report reflects a growing demand for convenience, premium services, and sustainability. Travelers want less stress, more comfort, and personalized experiences that cater to their preferences and ethical values.”
The survey also underscored the growing role of technology in streamlining the passenger journey. A significant 78% of respondents expressed interest in “ready-to-fly” solutions, such as remote check-ins and pre-clearance, showcasing a desire for efficiency and automation. However, the willingness to embrace these innovations depends on transparency and control over personal data sharing.
The demand for premium services, such as faster check-ins and enhanced lounges, is also on the rise, alongside an increasing interest in sustainable and ethically aligned airport practices. Younger travelers, in particular, are influencing a shift toward eco-friendly retail and conscious consumerism, aligning their choices with brands that uphold sustainability.
Supported by IDEMIA, NACO, and Plaza Premium Group, the GTS report provides critical insights into changing traveler behaviors, offering airports a roadmap to elevate passenger experiences while meeting emerging demands for comfort, personalization, and ethical engagement.
