IATA survey reinforces mobile and biometric identity as cornerstones of seamless international travel

Posted on November 5, 2025

The transformation of the air travel sector is being driven decisively by technological development, a trend comprehensively documented in the International Air Transport Association’s (IATA) 2025 Global Passenger Survey (GPS). The survey’s comprehensive findings highlight two pervasive forces that are fundamentally redefining the world. Passenger experience:overwhelming dependence on mobile Devices and accelerated adoption Digital identity Solutions in particular Biometrics.

This annual assessment, which monitors the preferences of global travellers, provides the aviation sector with a critical roadmap, indicating that seamless, digital-driven operations are no longer a future concept but a current expectation. The message to travelers is unambiguous: digital integration is preferred and the desire to expand these capabilities is active. Due to the necessity of speed and efficiency in the modern era Travel experienceThis transformation requires cybersecurity measures to be centrally integrated into the end-to-end digital transformation of booking, payment and overall air travel logistics.

The ubiquitous smartphone and increasing reliance on mobile

GPS unequivocally confirms that mobile devices have ascended to a central position within the passenger journey ecosystem. Smartphones are increasingly being used for basic tasks, including booking flights, managing payments and loyalty program interactions, and handling important airport procedures like check-in, immigration processing, boarding check-in, and even tracking baggage.

A significant shift has been observed in booking and payment habits, which is moving decisively towards mobile channels. More than half of the travelers surveyed, 54%, indicated a clear preference for dealing directly with airlines. This desire for direct engagement is increasingly achieved through the use of dedicated mobile applications. While airline websites remained the most popular booking preference at 31%, a noticeable downward trend was recorded, declining from 37% in the previous year (2024). At the same time, preference for web apps was observed to be trending upward, becoming the choice of 19% of travellers, up from 16% in 2024. This change is particularly evident among younger travellers, where web apps were the preferred choice of 25% of this group, suggesting that the broader shift towards mobile options is likely to intensify over time as these generations make up a larger proportion of the traveling public.

Accelerate biometrics and digital identity authorization

to publish Biometrics Airports are expanding rapidly, and passenger satisfaction levels related to the use of biometrics have reached the highest point on record. Half of all passengers surveyed, 50%, reported that they had used biometrics at some point in their airport journey, representing an increase from 46% in 2024. Application of this technology is most common at security checkpoints (44%), exit immigration (41%), and entry immigration (35%). It is noteworthy that the use of biometrics has witnessed a significant increase of approximately 20 percentage points since 2022, which confirms its feasibility and acceptability.

Most importantly, passengers who used biometrics showed high levels of satisfaction, with 85% of them stating that they were happy with the experience provided. This satisfaction translates into a strong desire to adopt the technology more widely. 74% of travelers indicated that they would be willing to share their biometric information if it ensured they were able to bypass the traditional requirement of presenting a passport or boarding pass at various checkpoints, including check-in, security, border control and boarding.

Global preferences and regional nuances

Adoption and acceptance of digital transformation varies across global markets, and is a factor that requires a regional strategy.

in AfricaPassengers in particular were seen to value the human touch, showing a greater tendency to book travel through airline offices or call centres. Despite this preference for personal interaction, satisfaction levels among African passengers are among the highest in the world, ranking second overall. However, they face significant border challenges, with visa and immigration complexity cited as major barriers. Streamlining these government processes is widely viewed as a necessary step to achieve significant growth in the market.

Asia Pacific Travelers are ranked as the most digitally savvy group, showing the highest levels of overall satisfaction globally. They lead the world in mobile application usage and Digital wallets To book and pay, they are less likely to rely on credit cards. Although they are among the most frequent users of biometrics, their satisfaction with these specific experiences is reported to be the lowest, indicating a tech-forward group that has high expectations for exceptionally fast and smooth journeys.

European Passengers were described as being more traditional and cautious in their approach to travel technology. They show a clear preference for booking directly through airline websites and typically use credit or debit cards for payment. They are the least likely of all regions to have used biometrics in the past year and maintain greater reluctance toward sharing data in advance or replacing traditional travel documents with digital ID. Despite this cautious approach to new technologies, European travelers rank fourth in satisfaction globally.

north america Travelers have been found to prioritize comfort above all other factors. They are more likely to choose flights based on reducing overall flight time and reducing the number of layovers, and maintain heavy reliance on airline websites for booking. Ironically, despite this focus on comfort, they are among the least satisfied travelers globally, ranking second from last in all regions. While biometrics is widely used in this market, privacy concerns are strongest globally. Therefore, efficiency and confidence in data security are top priorities for aviation strategy in this region.

Latin America and the Caribbean Travelers place importance on personal interaction during the booking process and typically prefer to pay with credit or debit cards. They are also more likely than any other region to obtain visas through a consulate or embassy. Although they use biometrics less frequently, they show a strong willingness to adopt the technology and report high satisfaction when dealing with it. Personal service and comfort are crucial priorities in this area; However, overall, they are rated as the least satisfied travelers in the world.

in The Middle EastLoyalty is the deciding factor for passengers. They prefer airports that have a strong service reputation and show a consistent preference for established airlines. This group is highly engaged in the digital sphere, demonstrating widespread use of Digital wallets And a strong enthusiasm for smartphone-based travel credentials. They rank among the most satisfied travelers in the world, and are ranked third overall, confirming that loyalty and outstanding quality of service remain top priorities in this region.

Demographic divides in digital adoption

The rate and nature of digital adoption is also influenced by demographic factors, with clear differences observed between passenger profiles.

Male travelers They are typically more enthusiastic adopters of digital tools, and use airline apps more quickly than women. They show above average interest in achieving an entire trip using only a smartphone and use biometrics slightly more frequently across different travel operations.

Female passengers These companies are somewhat more cautious in their adoption of digital travel solutions, but their use of airline apps is steadily increasing, in line with broader industry trends. They are more likely to consider the airline’s reputation and past experiences when making travel decisions, indicating a stronger preference for reliability and established trust.

Younger generations (under 26 years old) They are the most proactive group in using technology to enhance their journeys. They are much more likely to book flights through mobile apps than older age groups, who still show greater reliance on traditional websites. They also express a higher preference for Digital wallets and biometrics over traditional physical documents. Despite their digital readiness and technology engagement, this group was identified as the hardest to please, with fewer individuals reporting high satisfaction with their overall trips, suggesting that their high expectations for smoothness often go unmet.