The global airport automation market is predicted to grow from $55.05b in 2025 to $85.12b by 2033. This wide deployment of automation is streamlining operations and driving efficiency, but is it increasing passenger satisfaction?

Research by Priority Pass surveyed 12,000+ global travellers to understand how digital innovation is influencing the airport experience. The study gathered opinions from 21 countries and territories to understand passenger perceptions and experiences.

Key findings include:

  • 59 per cent of travellers believe airports are adopting AI and technology at the right pace to meet their needs (46 per cent in Europe vs 68 per cent in the Middle East).

  • 85 per cent of those who feel the pace is right are comfortable sharing biometric data, compared to just 69 per cent among those who feel progress is too slow, highlighting a clear link between perceived technological readiness and traveller trust.

  • On average, 30 per cent of travellers would prefer a mostly automated airport experience.

  • Nearly three-quarters of travellers (73 per cent) say fast-track security and digital boarding passes have made the biggest improvements to their airport experience, followed by automated baggage drops and advanced security scanners (both 68 per cent).

  • 60 per cent say that automation leads them to spend more at the airport (Gen Z: 71 per cent and Millennials: 67 per cent).

The study suggests that digital innovation is enhancing the passenger in meaningful ways with time savings and enhanced convenience. However, it also highlights that trust and transparency will be critical to support uptake.

The global nature of the study also underscores disparity in attitudes and expectations across regions. As the industry develops it’s tech capabilities it will be important to adapt to regional needs and traveller expectations to ensure a seamless journey for passengers. Access the full report here. 

 

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