Passengers are living digital-first lives, managing their finances, health, and mobility from their phones. Yet when it comes to air travel, they’re still asked to queue, print documents, and repeat processes. SITA’s Travellers’ Voice: Passenger IT Insights 2025 exposes a clear disconnect: travellers are ready for smart, seamless journeys, and they expect the aviation industry to accelerate its transformation.
The report captures the voices of over 7,500 passengers surveyed at airports in 25 countries, revealing their true feelings that journeys must be made simple, trusted, and sustainable in their best interests. These real-time insights reveal that passengers want air travel to match the pace of their digital lives.
Simplicity means shorter waits, seamless intermodal trips, and real-time updates they can manage from their mobile devices. Nearly two-thirds of travellers want faster airport processing, while 42% want a single ticket covering air, rail, and road. Mobile usage has surged, up 20 points since 2020, and digital-first generations are now setting the baseline for future travel expectations.
“Passengers aren’t resisting change. They’ve already gone digital,” said David Lavorel, CEO of SITA. “Now it’s our turn. The future of travel isn’t just about adding technology – it’s about removing friction.”
Biometrics and digital identity are no longer optional, they’re expected. Most passengers now prefer biometric gates over staffed counters, and nearly 80% are ready to store their passport digitally on their phones. Two-thirds would even pay for the convenience. Globally, digital identity adoption is projected to grow from 155 million users today to 1.27 billion by 2029, signalling a major shift in how passengers expect to move through airports.
“We’re asking passengers to adapt to travel,” Lavorel added. “But they’re asking travel to adapt to them. The tools exist—biometrics, digital IDs, real-time data, and smarter baggage. What’s missing is urgency.”
