A recent report indicates that air transport passengers are ready to go digital when it comes to travelling. The report by SITA, the air transport industry’s tech engine, shows that digital-first generations, now the main driver of growth, are setting the baseline for what air travel must deliver next.
In its SITA Passenger IT Insights 2025, the company showed that passengers’ demands simple, trusted and sustainable journeys.
“Simplicity means shorter waits, seamless intermodal trips and real-time updates they can manage from their phones. Nearly two in three say they want faster airport processing, while 42% want a single ticket covering air, rail, and road. Mobile is already the hub, with usage up 20 points since 2020,” SITA stated.
SITA has based its report on a survey of more than 7 500 real passengers, questioned at airports in 25 countries around the world, just before take-off and right after landing. “These are authentic, in-the-moment insights from people living the journey. And they’re speaking up: they want air travel to match the pace of their lives,” SITA states.
With around 2 500 customers, SITA technology supports over 1 000 airports and more than 19 600 aircraft worldwide. The company also helps over 70 governments strike the balance between secure borders and seamless journeys. Behind the scenes, SITA bridges 45% to 50% of the industry’s data exchange, enabling a highly complex global network to operate smoothly and reliably, every step of the way.
SITA’s recent survey showed that passengers are living digital-first lives.
“They manage their finances, health and mobility from their phones. But when it’s time to fly, they’re still asked to queue, print and repeat. This year’s Travelers’ Voice, reveals a clear disconnect: travellers are ready for easy, smart journeys. And they’re asking the aviation industry to accelerate its transformation,” SITA states.
“Passengers aren’t resisting change. They’ve already changed,” said David Lavorel, chief executive officer of SITA. “They’ve gone digital. Now it’s our turn. The future of travel isn’t just about adding tech. It’s about removing friction.”
Meanwhile, passengers are adamant that biometrics and digital IDs is the future. Most passengers prefer biometric gates over staffed counters and SITA shows that nearly 80% are ready to store their passports on their phone while two-thirds would pay for that convenience. Globally, digital identity adoption is set to surge from 155 million users today to 1.27 billion by 2029.
“And it’s not just about convenience. Sustainability is no longer a side note. Nearly 90% of passengers would pay more to reduce emissions. Many would fly slower or pack lighter to cut their footprint.
They also want the industry to match that commitment with real tangible action,” SITA added. “We’re asking passengers to adapt to travel,” Lavorel added. “But they’re asking travel to adapt to them. The tools are here, biometrics, digital IDs, real-time data, and smarter baggage. The only thing missing is urgency.”
Travelers’ Voice, SITA Passenger IT Insights 2025 is part of SITA’s IT Insights series, alongside the Air Transport and Baggage reports. With over a decade of data, these reports are the global benchmark for tracking how passenger expectations are shifting and what the industry must do to keep pace. Together, they show a clear picture: passengers aren’t waiting for travel to catch up. They are already living digital-first lives, and they expect aviation to deliver the same seamless, trusted, and sustainable experiences. SITA is, making travel safer, easier, and more sustainable for everyone. From the earliest days of commercial aviation to today’s digital frontiers, SITA has been there, connecting the industry and helping it evolve through every leap forward.
-ebrandt@nepc.com.na