ACI has released the Airport Service quality 2024 Global Traveller Survey (GTS) report, showing a change in passenger expectations and increasing demand for wellbeing and premium offerings.
The report was released at ACI’s Airports Innovate event and marks the survey’s fifth year, analysing customer experience by capturing data from over 4,125 travellers across 30 countries.
The findings show that enthusiasm for travel remains steady, with 67 per cent of participants planning to travel as or more frequently in 2024 than they did in 2023, while also organising trips further in advance, marking a change from the post-covid fears of planning too far ahead.
Travellers are also expecting a stress-free, enjoyable travel experience, with two thirds of respondents feeling positive about upcoming airport trips, however one third of participants feel there is still a need for wellness-focused environments.
When considering the overall travel experience, participants found that pre-boarding was the most stressful phase of the journey, highlighting a need to improve the airport experience to ensure a relaxed environment.
In terms of consumer trends, the survey found that travellers are drawn to ethical, sustainable, and good value practices. However, there is a marked increase in demand for premium services, such as lounges and fast check-in options, and 78 per cent of travellers have also mentioned an interest in ‘ready-to-fly’ options such as remote check-in and pre-clearance to enable a smoother pre-boarding phase.
The report noted a concern surrounding data and information sharing, with travellers being open to sharing some data but desiring flexibility to choose what information is shared and where.
“The ASQ 2024 Global Traveller Survey report reflects a landscape where travellers’ expectations are solidifying around convenience, premium options, and sustainability,” said Justin Erbacci, ACI World Director General. “Travellers seek a reduced stress journey and are more eager than ever to enjoy enhanced airport experiences. They prioritise comfort, personalisation, and ethical engagement.”
Photo: ACI
