Airports Council International (ACI) World today has launched the Airport Service Quality (ASQ) 2024 Global Traveller Survey (GTS) report, revealing shifts in passenger expectations amidst a stabilizing travel landscape and an increasing demand for traveller wellbeing and premium experiences.
For the fifth year, ACI World’s ASQ expertise in customer experience market research has been leveraged for the 2024 GTS report to capture insights from over 4,125 travellers across 30 countries who have travelled by air at least once in the past 12 months.
The 2024 GTS report was released today at Airports Innovate – an ACI event that brings together airport innovators, start-ups, visionary thinkers, researchers and top tech to discuss the latest innovations that are transforming airports.
Main findings:
- Positive travel intentions: Despite economic pressures, enthusiasm for travel remains steady. In fact, 67% of respondents indicate they plan to travel as frequently or more often in 2024 than they did in 2023. Travellers are now planning trips further in advance and show growing confidence in long-term travel arrangements, reflecting a post-COVID return of industry confidence.
- Wellbeing as a lifestyle: With the increasing importance of consumer wellbeing, travellers are expecting an enjoyable experience that will keep their stress and anxiety levels at their lowest. Two-thirds of respondents report feeling positive about their next airport journey, yet a significant portion (one-third) highlight a clear demand for wellness-focused environments to enhance their overall travel experience.
- Overall experience throughout the journey: The most stressful touchpoints for travellers occur during the pre-boarding phase, with stress levels decreasing once these processes are completed. This presents an opportunity to improve the overall experience at shopping and dining facilities, as travellers are in a positive emotional state, yet their expectations are often not fully met.
Justin Erbacci, ACI World Director General commented, “The ASQ 2024 Global Traveller Survey report reflects a landscape where travellers’ expectations are solidifying around convenience, premium options, and sustainability. Travellers seek a reduced stress journey and are more eager than ever to enjoy enhanced airport experiences. They prioritize comfort, personalization, and ethical engagement.”
Key consumer trends reshaping traveller preferences and setting new airport standards
- Seamless, automated journeys: Travellers increasingly value technology that personalizes and streamlines their journey, enhancing their overall wellbeing throughout the airport experience. A notable 78% of respondents expressed interest in “ready-to-fly” options, such as remote check-in and pre-clearance, highlighting a strong preference for efficient, tech-enabled travel.
- Information sharing: Promising solutions to streamline the journey depend on travellers’ willingness to share personal information. While many travellers are open to sharing some data, the industry must offer them the flexibility to choose what information they share and with whom.
- Growth in premium and personalization: There is a growing demand for premium services, including faster check-ins and enhanced lounge experiences, with an emphasis on personalized, engaging, and entertaining journeys.
- Value for money and conscious consumerism: Travellers are drawn to brands with ethical and eco-friendly practices, impacting their airport retail choices. Younger travellers, in particular, are eager to adjust their behavior to support sustainability and are highly interested in airport initiatives focused on this area.
The GTS report provides key insights into the evolution of traveller behaviours and expectations and contributes to the advancement of airport experience excellence by exploring current and emerging travel trends. The report also looks at the potential impact of external events on the air travel industry.
Completion of the 2024 GTS report was made possible through the support of IDEMIA as the Platinum Advisory Partner; and NACO and Plaza Premium Group as Premium Sponsors.
