The results of the Global Passenger Survey (GPS) 2022 were released by the International Air Transportation Association (IATA). The results of the survey conducted by the organization reveal that in the ongoing recovery of the industry, airline users have expressed their major concerns with simplification and convenience.

As explained by the Senior Vice President of Operations, Safety, and security of IATA, Nick Careen during the COVID-19 pandemic, travel became extremely complex, time-consuming, and unmanageable due to the travel guidelines and requirements that were imposed by the government. He also assured that the key to boosting the travel journey for passengers as well as airlines is the use of biometrics and digitalization as post-pandemic passengers want better and improved comfort and satisfaction throughout their trip. 

IATA

The report suggests that passengers have appreciated fast processes as 83% said that it speeds up the arrival process at the airport.

The GPS also found that while booking an online ticket, one factor that has been a major influencer for the passengers is the proximity to home and 75% of passengers chose this option as the first. The majority of clients, however, value having access to all booking choices and being able to add on services through a single channel. The survey also revealed that 39% of the consumers’ top priority was the price to pay. An alternative which provided in the list by a preferred airline bagged the third rank. When booking a flight, 82% of passengers expressed satisfaction with the allowance to choose their preferred mode of payment, which shows that a variety of alternatives is valued by the passengers.

Additionally, ease of access to information about future travels received high marks. 18% of travellers who were asked about carbon compensation indicated they were compensated for their carbon emissions. Lack of awareness was cited as the primary reason for not doing so by 36% of respondents, who claimed they were unaware of the possibility. However, 24% of respondents said they have no plans to reduce their carbon footprint.

According to two out of five respondents, the immigration needs at an airport have discouraged them from travelling to a destination. Also, according to 65% of people, the other major discouragement to travel is the complications of the process. Another 12% mentioned the expense, and 8% the time commitment. 66% of people prefer to get entrance clearance online and prior to travel when visas are necessary. On the other hand, 20% favor going in person to the consulate or embassy of the nation that issued the visa, and 14% choose to get the authorization at the airport of departure.

This suggests that passengers have appreciated fast processes as 83% said that to speed up the arrival process at the airport, they would share the immigration details that are required. Despite being high, the number is down from the 88% reported in 2021.

IATA

The results of the Global Passenger Survey (GPS) 2022 were released by the International Air Transportation Association (IATA).

Countries with onerous visa requirements lose out on the revenue these tourists generate. The economies of travel and tourism have prospered in nations that have abolished visa requirements. Taking advantage of passengers’ desire to use online processes and disclose information in advance would be a win-win option for nations that require certain groups of travellers to obtain visas.

The value of biometric identification was highlighted by the customers. As per the survey results, 75% of the customers prefer the use of biometrics rather than performing the formality of physical passports and boarding passes. A specific background check programme that would speed up security checks would be valued by 93% of respondents.

Additionally, 73% would appreciate remote check-in options, and 67% would be interested in home luggage delivery and pickup. In that regard, 80% of respondents stated that they would be more inclined to check a piece of luggage if they could keep track of its location while travelling. According to Careen, passengers firmly believe that technology is essential to enhancing the comfort of airport procedures. He added that they wanted to arrive at the airport prepared to fly, move through the airport more swiftly at both ends of their trip utilizing biometrics, and always be aware of the location of their luggage.

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