ACI World New Survey Finds Passenger Wellbeing at the Forefront of 2024 Travel Trends

Airports Council International (ACI) World has unveiled its 2024 Global Traveller Survey (GTS), shedding light on the evolving expectations of air travellers as the industry continues to recover and adapt to new demands. The latest findings highlight a growing focus on passenger wellbeing and an increasing desire for premium experiences, signaling a shift in what travellers now expect from their journeys.

For the fifth consecutive year, ACI’s Airport Service Quality (ASQ) program has provided critical market research insights, gathering feedback from over 4,125 travellers across 30 countries. Each participant had flown at least once in the past 12 months, offering a clear view of shifting attitudes in a post-pandemic world.

The report was launched at Airports Innovate, an ACI event designed to bring together industry pioneers, tech innovators, and visionary thinkers to explore the latest breakthroughs in airport operations and passenger experiences.

Key Insights from the 2024 GTS Report

Travel Enthusiasm Remains Strong Despite Economic Concerns: Even in the face of global economic uncertainty, air travel enthusiasm remains resilient. A full 67% of respondents plan to travel as often or more frequently in 2024 compared to the previous year. This confidence signals a post-pandemic recovery, with passengers showing increased trust in the stability of long-term travel plans and a tendency to book trips further in advance.

Wellbeing Becomes a Priority for Travellers: Wellbeing is no longer just a buzzword—it’s a core expectation for today’s travellers. With an increasing focus on mental and physical health, passengers are seeking a more holistic and stress-free experience. While two-thirds of respondents indicated they feel positive about their upcoming airport experiences, a significant one-third voiced the desire for airports to foster wellness-centric environments that reduce stress and enhance overall comfort during their travels.

The Pre-boarding Phase: A Stress Point for Passengers: The survey reveals that the most stressful moments for travellers occur before boarding their flights. However, stress levels typically decrease once these processes are completed. This shift offers airports an opportunity to refine the pre-boarding experience and better meet passenger expectations in areas like shopping and dining, where travellers often find their needs unmet despite being in a positive emotional state post-security.

The 2024 GTS report provides airports with valuable data to enhance their services, prioritize passenger wellbeing, and ensure they stay ahead of evolving traveller preferences. With an increasing demand for both relaxation and premium experiences, airports have an opportunity to transform their offerings, creating an environment that caters to the evolving needs of the modern traveller.

Justin Erbacci, ACI World Director General commented, “The ASQ 2024 Global Traveller Survey report reflects a landscape where travellers’ expectations are solidifying around convenience, premium options, and sustainability. Travellers seek a reduced stress journey and are more eager than ever to enjoy enhanced airport experiences. They prioritize comfort, personalization, and ethical engagement.”

Consumer Trends Shaping Traveller Preferences and Redefining Airport Standards

Seamless, Automated Journeys: Travellers are increasingly prioritizing technology that personalizes and streamlines their airport experience, significantly enhancing their overall wellbeing. A compelling 78% of respondents expressed interest in “ready-to-fly” options such as remote check-in and pre-clearance, underscoring a strong preference for efficient, technology-driven travel solutions.

Information Sharing for Smarter Travel: Advancements in seamless travel depend on passengers’ willingness to share personal data. While many travellers are open to sharing some information, the industry must ensure flexibility, allowing them to control what they share and with whom to maintain trust and privacy.

Rise of Premium and Personalized Services: Demand for premium services is on the rise, with travellers seeking faster check-ins, upgraded lounges, and personalized experiences. The focus is shifting towards creating engaging, entertaining, and customized journeys that cater to individual needs and preferences.

Value for Money and Conscious Consumerism: Ethical and eco-friendly practices are becoming increasingly important to travellers, particularly when it comes to airport retail choices. Younger travellers, in particular, are keen to support sustainability initiatives and are highly interested in airport programs that focus on environmental responsibility.

The 2024 Global Traveller Survey (GTS) report provides valuable insights into the changing behaviours and expectations of modern travellers. By identifying both current and emerging trends, the report highlights the path forward for enhancing the airport experience. It also explores the potential influence of external factors on the air travel sector.

The completion of the 2024 GTS report was supported by IDEMIA as the Platinum Advisory Partner, along with NACO and Plaza Premium Group as Premium Sponsors.

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