IATA Sees Record Passenger Satisfaction, With Challenges Ahead

Airline passenger satisfaction is at its highest level since measurements began. According to the 2025 IATA Global Passenger Survey, a total of 86% of passengers reported being satisfied or very satisfied with their flying experience over the past year.

This represents a sustained increase relative to previous years, reflecting a clear recovery in the global aviation and travel industry.

Alongside the positive findings, the survey also identifies areas where the passenger experience remains challenging. Baggage handling, border controls, and flight connections continue to be the main pain points for many passengers, with relatively low satisfaction rates compared to other stages of the journey.

Luggage mirror. Photo: Shutterstock

The Biometric Leap

One of the most notable trends in the survey is the accelerating shift to digital technologies and biometrics throughout the entire travel journey. More travelers are booking through airline apps, using digital wallets for payment, and expressing a willingness to integrate biometric identification into security screening and border controls.

Emirates' biometric checkpoint in Dubai. Photo: Emirates

In 2025, half of travelers reported using biometric identification at the airport, an increase from the previous year.

The smartphone is becoming the traveler's primary tool, with 78% of travelers reporting interest in using a smartphone that integrates a digital wallet, digital passport, and club cards for booking, payment, and airport transactions. Among travelers under 25, the figure is even higher, at 87%.

The baggage industry is also changing. The use of electronic baggage tags is on the rise, and more passengers are reporting real-time tracking of their bags via airline apps. At the same time, most passengers say that such tracking increases their sense of security when flying with checked baggage.

Who Are The Most Satisfied Travelers?

Regionally, travelers from the Asia-Pacific region and Africa are the most satisfied, while travelers in North America place a strong emphasis on comfort and overall travel time.

Europe is more cautious about sharing data and using biometrics, while the Middle East has the highest willingness in the world to adopt advanced identification technologies.

Photo: Shutterstock

Alongside the rise in biometrics, the survey also points to ongoing privacy concerns. Passengers express concerns about data security, data retention, and transparency in its use, highlighting the need for airlines and airports to offer technological solutions alongside clear and reliable data policies.