According to the 2018 Global Passenger Survey from the International Air Transport Association (IATA). Based on 10,408 responses from 145 countries, the survey provides insights into what passengers would like from their air travel experience.

Respondents said they want: real-time journey information delivered to personal devices, biometric identification to facilitate travel processes, automation of more airport systems, wait times of less than 10 minutes at security/immigration, their bags tracked through their journey and a human touch when things go wrong. Nick Careen, IATA’s senior vice president for airport, passenger, cargo and security, said the survey shows that passengers want “a seamless and secure travel experience from booking to arrival.”