The International Air Transport Association (IATA) have released their 2026 Global Passenger Survey, revealing prevailing consumer attitudes on geopolitics, biometrics, and AI.

Compiling feedback from more than 10,000 passengers across 200 countries, the survey found that customer satisfaction with air travel has reached an all-time high. 87% of respondents reported that they were very satisfied or somewhat satisfied with their aviation experience, even in a year where the industry was seriously impacted by geopolitical conflict in the Middle East.

While many reported positive experiences with booking, searching, and check-in, IATA highlighted several areas for improvement. Passengers expressed the most dissatisfaction with baggage control and immigration processes, still the most common pain points on any aviation journey.

Biometrics on the rise

Among the systems that have helped alleviate travel pressures, the deployment of biometrics has helped make journeys more seamless. IATA found usage of these systems reached 58% of passengers in 2026, up from 50% in 2025, with adoption rates highest at check-in and security. 87% of respondents reported satisfaction with their biometric experience, although 59% expressed concern over data breaches, and 41% said they lacked information about how their data was being used.

Nick Careen, IATA’s Senior Vice President, Operations, Safety and Security, commented:

More passengers are experiencing biometrics during their travels. They like it and want more. That’s good news because the benefits are substantial— smoother journeys for passengers and more efficient, secure processes for governments and airlines. To make biometrics the norm for international travel, governments must agree a framework for issuing and accepting secure digital passports—or Digital Travel Credentials.

AI and geopolitics shaping booking decisions in 2026

49% of travellers reported that they were using AI to help plan and book their trips. But the data shows that use is currently limited to finding itineraries and managing budgets: customers said they enlisted AI to find flights to a specific destination (21%), to find the cheapest flight (19%), and to get destination inspiration (17%).

Geopolitics was also a major influence on booking behaviour. 43% of passengers said they were discouraged from travelling due to immigration requirements, a significant increase from the 2025 report where only 33% cited the same issue. Concerns over visa approvals and cost were highest among passengers in Africa.

Meanwhile, as the conflict in the Middle East drags on, 59% of IATA’s respondents reported geopolitical issues as a booking deterrent, with the majority (72%) of these people held back by safety concerns.

Conclusions

Overall, the 2026 Global Passenger Survey highlights notable advancements in biometric adoption and AI, while emphasising complexities in immigration procedure, baggage control, and entry requirements that need improvement. Despite a difficult operational year of high fuel costs and ongoing disruption, customers expressed their highest-ever satisfaction with the industry, a testament to the industry’s continued investment in more streamlined customer experiences.

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