Air travelers increasingly rely on smartphones and biometric identification for managing their journeys, according to the International Air Transport Association (IATA) 2025 Global Passenger Survey released Tuesday in Istanbul.
The survey of over 10,000 respondents from more than 200 countries reveals two defining trends reshaping passenger travel experiences: growing mobile device dependence and accelerating biometric technology adoption. Both developments indicate passengers want digital solutions matching how they manage other aspects of daily life.
Mobile devices have become central to the passenger journey, with travelers using smartphones for booking flights, managing payments and loyalty programs, and handling check-in, immigration, boarding, and baggage processes. Enthusiasm for mobile enabled travel reached its highest level in the survey’s history.
Booking preferences shifted notably toward mobile channels. Airline websites remained most popular at 31 percent, but this represents a decline from 37 percent in 2024. Web apps emerged as the preferred choice for 19 percent of travelers, up from 16 percent the previous year, with younger travelers leading this trend at 25 percent adoption.
Payment habits evolved significantly during the measured period. Credit and debit cards still dominate at 72 percent, marking a substantial drop from 79 percent in 2024. Digital wallet usage increased from 20 percent to 28 percent, while instant payment methods including IATA Pay grew from six percent to eight percent.
Over half of travelers, at 54 percent, expressed preference for dealing directly with airlines rather than through intermediaries. This direct relationship increasingly occurs through mobile applications as passengers seek more control over their travel arrangements.
Electronic bag tag usage rose from 28 percent in 2024 to 35 percent in 2025, allowing passengers to generate bag tags directly from mobile devices during check-in. This capability eliminates the need for airport counter interactions for luggage processing.
A substantial 78 percent of passengers want smartphones combining digital wallets, digital passports, and loyalty cards to book, pay, and navigate airport processes. This figure demonstrates strong appetite for comprehensive mobile travel solutions beyond current capabilities.
Nick Careen, IATA’s Senior Vice President Operations, Safety and Security, emphasized that passengers want to manage travel the same way they manage other life aspects. He noted that growing experience with digital processes from booking to baggage claim sends a clear message: travelers like these tools and want more of them.
Biometric technology usage at airports expanded significantly, with half of passengers reporting they have used biometrics at some point during their airport journey, compared to 46 percent in 2024. This represents nearly 20 percentage point growth since 2022.
Security checkpoints saw the highest biometric usage at 44 percent, followed by exit immigration at 41 percent and entry immigration at 35 percent. Passengers who used biometrics reported high satisfaction levels, with 85 percent expressing happiness with the experience.
Willingness to share biometric information reached 74 percent among travelers if doing so allows them to skip showing passports or boarding passes at checkpoints including check-in, security, border control, and boarding. This indicates strong acceptance when convenience benefits are clear.
Privacy concerns persist but show room for building trust. Among passengers currently unwilling to share biometric information, 42 percent indicated they would reconsider if data privacy was assured. This conditional acceptance suggests cybersecurity remains critical to wider adoption.
Careen stressed that cybersecurity must be core to end-to-end digital transformation of booking, payment, and travel experiences. He called on governments to start issuing digital passports and enable their secure recognition across borders for fully digital international travel.
Regional variations emerged in technology adoption and preferences. Asia-Pacific travelers demonstrated the highest digital savviness and overall satisfaction, leading in mobile app and digital wallet usage while being least likely to use credit cards.
African passengers valued human interaction most, preferring airline offices or call centers for booking. They ranked second globally in satisfaction but faced the greatest border challenges, with visa and immigration complexity cited as key barriers.
European passengers showed the most traditional and cautious approach, preferring airline websites and credit or debit card payments. They were least likely to have used biometrics in the past year and remained more hesitant about sharing data or replacing travel documents with digital identification.
North American travelers prioritized convenience, choosing flights based on total journey time and fewer layovers while relying heavily on airline websites. Despite this convenience focus, they ranked second from last in satisfaction globally and expressed the strongest privacy concerns about biometrics.
Latin American and Caribbean travelers valued personal interaction when booking and preferred credit or debit card payments. They obtained visas from consulates or embassies more than any other region and reported the lowest overall satisfaction globally despite showing strong willingness to adopt biometrics.
Middle East passengers demonstrated high loyalty to airports with strong service reputations and preferred airlines. They ranked third globally in satisfaction and showed widespread digital wallet usage plus strong enthusiasm for smartphone based travel credentials.
Demographic patterns revealed younger travelers at age 26 and under were most proactive in using technology but wanted stronger privacy and security assurances. They booked through apps far more than older age groups and showed higher preference for digital wallets and biometrics over traditional documents.
Male travelers typically adopted digital tools more enthusiastically than female passengers, embracing airline apps more quickly and showing above average interest in smartphone only journeys. Female travelers proved more cautious adopters but steadily increased airline app usage in line with broader trends.
