Simplification and convenience: that’s what travellers crave most in the post-pandemic world, a new survey by The International Air Transport Association (IATA) has revealed.
The results of IATA’s 2022 Global Passenger Survey (GPS) show that after nearly three years of uncertainty around travel, air travellers – understandably – just want as little hassle as possible when it comes to planning, booking, and setting off on their journeys. That sounds like a job for knowledgeable travel advisors.
“Travel during COVID-19 was complex, cumbersome and time-consuming due to government-imposed travel requirements,” IATA Senior Vice President for Operations, Safety and Security Nick Careen said.
“Post-pandemic, passengers want improved convenience throughout their trip.”
One of the ways in which international travel could be simplified is through more convenient immigration processing.
According to the study, the vast majority of travellers (83%) would be willing to share their immigration information to speed up the airport arrival process.
Interestingly, the study found that nearly two in three (37 per cent) travellers had been discouraged from choosing a particular destination because of immigration requirements.
Complexity around immigration was the main deterrent (65 per cent) for travellers, while costs (12 per cent) and time (8 per cent) were also pain points.
“Countries with complex visa procedures are losing the economic benefits that these travellers bring,” Careen said.
“Where countries have removed visa requirements, tourism and travel economies have thrived.”
To make airport departures easier, the study found that many travellers would be willing to do things off-airport, like checking in (44 per cent) and completing immigration checks (32 per cent).
Seventy-five per cent of passengers also want to use biometric data instead of passports and boarding passes, with over a third having already used biometric identification at airports.
Pick-up and home delivery
When it comes to baggage handling, two in three (67 per cent) passengers said they would be interested in home pick-up and delivery, while three in four (73 per cent) want remote check-in. Most (80%) passengers said they would be more likely to check a bag if they could monitor it throughout the journey.
“Passengers clearly see technology as key to improving the convenience of airport processes. They want to arrive at the airport ready to fly, get through the airport at both ends of their journey more quickly using biometrics and know where their baggage is at all times,” Careen said.
“The technology exists to support this ideal experience. But we need cooperation across the value chain and with governments to make it happen. And we need to continuously reassure passengers that the data needed to support such an experience will be safely kept.”
For more results from the survey, click here.
