KUALA LUMPUR (Oct 30): Travellers are increasingly prioritising convenience and technology to streamline travel processes for a smoother travel experience, according to the International Air Transport Association (IATA) 2024 Global Passenger Survey.

In a statement on Wednesday, IATA senior vice-president of operations, safety and security, Nick Careen, said passengers are also seeking flexibility and transparency when planning and booking travel, as well as speed and convenience at the airport.

“As a result, many are eager to use biometric identification and complete certain travel steps before arriving at the airport.

“More are embracing biometrics, digital wallets, and off-airport processes to make it happen,” he said.

IATA reported that Asia-Pacific travellers are the most price-conscious when choosing departure airports. This region also leads globally in using mobile apps and digital wallets for booking and payments for travel, more than any other region.

“Asia-Pacific travellers are also more inclined to use biometric technology at airports, though their satisfaction with the systems is the lowest among all regions.

“Additionally, complex visa requirements deter more travellers from Asia-Pacific than those from other regions,” said IATA.

The survey further revealed that 68% of travellers prioritise proximity to the airport as their top priority when selecting their departure location, followed by minimising total travel time (33%) and finding the best ticket price (25%).

Meanwhile, 71% of travellers book travel online or via a mobile app, with 53% of passengers prefer using the airline’s website or app, while only 16% opt for human interaction.

During the pre-travel process, 32% of travellers expressed a desire for all travel information to be consolidated in one place.

In terms of payment preferences, 79% prefer credit or debit cards, 20% prefer digital wallets, and 7% use instant payment options such as IATA Pay.

For payment methods, the survey noted that convenience was the main factor (70%), followed by benefits (39%) and security (33%).

IATA senior vice-president for financial settlement and distribution services Muhammad Albakri highlighted that technology is reshaping how people plan, book and pay for travel, with travellers now expecting similar conveniences in their travel shopping experience.

“The industry is stepping up to meet the demand for greater customer centricity through IATA’s Modern Airline Retailing initiative.

“Passengers will soon experience its positive impact,” he added.

Uploaded by Lam Seng Fatt