Airports Council International (ACI) have published their annual Airport Service Quality (ASQ) Global Traveller Survey, highlighting key trends in tech, personalisation, and sustainability.
The sixth edition of the report asked more than 4,000 passengers from 30 countries how they felt about their airport experiences. Ready-to-fly solutions are gaining popularity, with 72% of respondents saying they were willing to use biometric solutions. This represents a significant increase from 2021, where only 57% of passengers reported such willingness. ACI also found strong enthusiasm for self-check-in and bag drop as travellers lean towards seamless, tech-driven solutions.
However, despite these preferences, ACI’s research found human customer service could still be a key differentiator. Less than half (44%) of respondents said they thought airport staff demonstrated empathy, with 48% believing staff took proactive steps to support them. Cleanliness, calm, and comfort are additional factors that passengers said improved their in-person airport experience. Travellers reported the highest satisfaction at airports that connected tech-driven efficiency with low-stress design and cultural touches, such as retailing local food and products.
Customers prefer airports with ESG credentials
The survey found that passengers do not consider sustainability as an airport’s key purpose. However, travellers were more receptive to airports with clear environmental and social goals. 49% of respondents said supporting local and regional tourisms adds community value to an airport, while 42% highlighted airports’ importance as employers of local people.
ACI World Director General Justin Erbacci commented on these results:
Today’s traveller has evolved beyond wanting just a faster experience – to one that is more experiential and human. Travellers want technology that removes friction and people who serve with empathy. They expect personalised, ready-to-fly options available before they reach the airport, spaces that are calm and comfortable, relatable local flavour and recognisable social responsibility.
The airports that lead in 2026 will combine seamless journeys with genuine human connection, and a stronger sense of place, as highlighted in ACI World’s latest ASQ Global Traveller Survey.
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