Passenger Terminal Today
  • News
    • A-C
      • Accessibility
      • Baggage
      • Biometrics
      • Boarding
      • Check in
      • Construction & Architecture
      • Covid-19
      • CSR
    • D-L
      • Displays & Signage
      • Expo
      • Food & Beverage
      • Ground Support
      • IT & Software
      • Lighting
      • Lounge
    • M-R
      • Operations
      • Parking
      • Passenger Experience
      • Personnel
      • Regulation & Policy
      • Retail
    • S-Z
      • Seating
      • Security
      • Self-service
      • Sustainability
      • Technology
      • Terminal
      • Wayfinding
      • Webinars
  • Opinion
  • Features
  • Online Magazines
    • Showcase 2024
    • September 2023
    • June 2023
    • April 2023
    • January 2023
    • Archive Issues
    • Subscribe Free
  • Videos
  • Webinars
  • Supplier Spotlight
  • Events
LinkedIn Facebook Twitter
  • Sign-up for Free Weekly E-Newsletter
  • Meet the Editors
  • Contact Us
  • Media Pack
LinkedIn Facebook
Subscribe
Passenger Terminal Today
  • News
      • Accessibility
      • Baggage
      • Biometrics
      • Boarding
      • Check in
      • Construction & Architecture
      • Covid-19
      • CSR
      • Displays & Signage
      • Expo
      • Food & Beverage
      • Ground Support
      • IT & Software
      • Lighting
      • Lounge
      • Operations
      • Parking
      • Passenger Experience
      • Personnel
      • Regulation & Policy
      • Retail
      • Seating
      • Security
      • Self-service
      • Sustainability
      • Technology
      • Terminal
      • Wayfinding
      • Webinars
  • Opinion
  • Features
  • Online Magazines
    1. April 2025
    2. January 2025
    3. Showcase 2025
    4. September 2024
    5. June 2024
    6. Subscribe Free
    Featured
    April 2, 2025

    April 2025 issue is now available online!

    Online Magazines By Web Team
    Recent

    April 2025 issue is now available online!

    April 2, 2025

    January 2025 issue is now available online!

    December 11, 2024

    Passenger Terminal World Showcase 2025

    November 12, 2024
  • Videos
  • Webinars
  • Supplier Spotlight
  • Events
LinkedIn Facebook
Subscribe
Passenger Terminal Today
Passenger Experience

Passenger expectations for well-being and premium experiences are increasing, ACI World reports

Elizabeth BakerBy Elizabeth BakerNovember 27, 20243 Mins Read
Airports Council International (ACI) World has launched the Airport Service Quality (ASQ) 2024 Global Traveller Survey (GTS) report, revealing shifts in passenger expectations amidst a stabilizing travel landscape and an increasing demand for traveler wellbeing and premium experiences.

Airports Council International (ACI) World has launched the Airport Service Quality (ASQ) 2024 Global Traveller Survey (GTS) report, revealing shifts in passenger expectations amid a stabilizing travel landscape and an increasing demand for traveler well-being and premium experiences.

For the fifth year, ACI World’s ASQ GTS report captures insights from over 4,125 travelers across 30 countries who have traveled by air at least once in the past 12 months.

Main findings

Despite economic pressures, enthusiasm for travel reportedly remains steady. In fact, 67% of respondents indicated they plan to travel as frequently or more often in 2024 than they did in 2023. Travelers are now planning trips further in advance and show growing confidence in long-term travel arrangements, reflecting a post-Covid return of industry confidence.

With the increasing importance of consumer well-being, the report found that travelers are expecting an enjoyable experience that will keep their stress and anxiety levels at their lowest. Two-thirds of the respondents reported feeling positive about their next airport journey, yet a significant portion (one-third) highlighted a clear demand for wellness-focused environments to enhance their overall travel experience.

The most stressful touchpoints for travelers were found to occur during the pre-boarding phase, with stress levels decreasing once these processes are completed. ACI World highlighted that this presents an opportunity to improve the overall experience at shopping and dining facilities, as travelers are in a positive emotional state, yet their expectations are often not fully met.

Justin Erbacci, ACI World director general, commented, “The ASQ 2024 Global Traveller Survey report reflects a landscape where travelers’ expectations are solidifying around convenience, premium options and sustainability. Travelers seek a reduced-stress journey and are more eager than ever to enjoy enhanced airport experiences. They prioritize comfort, personalization and ethical engagement.”

Traveler preferences

According to the report, travelers increasingly value technology that personalizes and streamlines their journey, enhancing their overall well-being throughout the airport experience. A notable 78% of respondents expressed interest in ‘ready-to-fly’ options such as remote check-in and pre-clearance, highlighting a strong preference for efficient, tech-enabled travel.

The research also asserted that promising solutions to streamline the journey depend on travelers’ willingness to share personal information. While many travelers are open to sharing some data, the industry must offer them the flexibility to choose what information they share and with whom.

The report also found that there is a growing demand for premium services, including faster check-ins and enhanced lounge experiences, with an emphasis on personalized, engaging and entertaining journeys.

Additionally, the researchers underlined that travelers are drawn to brands with ethical and eco-friendly practices, affecting their airport retail choices. Younger travelers, in particular, are eager to adjust their behavior to support sustainability, and are highly interested in airport initiatives focused on this area.

For more of the top insights into the most important and influential megatrends set to disrupt the industry through to 2030, read the Passenger Terminal World opinion piece by Sergio Colella, president of SITA Europe, here.

Share. Twitter LinkedIn Facebook Email
Previous ArticleCBP announces Global Entry partnership with Japan
Next Article ANA to modernize Lisbon Humberto Delgado Airport

Related Posts

Construction & Architecture

Aena to invest €3.2bn in Josep Tarradellas Barcelona-El Prat Airport expansion

June 13, 20253 Mins Read
Operations

London Stansted applies to increase annual passenger limit to 51 million over 20 years

June 13, 20254 Mins Read
Baggage

Baggage mishandling rate improves by 26% in Europe’s airports

June 12, 20254 Mins Read
Latest News

Aurrigo founder David Keene receives MBE for the decarbonization of airports

June 13, 2025

PTE WORLD: Interview with Paul Griffiths, CEO of Dubai Airports

June 13, 2025

Aena to invest €3.2bn in Josep Tarradellas Barcelona-El Prat Airport expansion

June 13, 2025

Receive breaking stories and features in your inbox each week, for free


Enter your email address:


Our Social Channels
  • Facebook
  • LinkedIn
Getting in Touch
  • Sign-up for Free Weekly E-Newsletter
  • Meet the Editors
  • Contact Us
  • Media Pack
© 2025 UKi Media & Events a division of UKIP Media & Events Ltd
  • Terms and Conditions
  • Privacy Policy
  • Cookie Policy
  • Notice & Takedown Policy

Type above and press Enter to search. Press Esc to cancel.

We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. By clicking “Accept”, you consent to the use of ALL the cookies.
Cookie settingsACCEPT
Manage consent

Privacy Overview

This website uses cookies to improve your experience while you navigate through the website. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may affect your browsing experience.
Necessary
Always Enabled

Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.

CookieDurationDescription
cookielawinfo-checbox-analytics11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checbox-functional11 monthsThe cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checbox-others11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-necessary11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-performance11 monthsThis cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
viewed_cookie_policy11 monthsThe cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.

Functional

Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.

Performance

Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.

Analytics

Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.

Advertisement

Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.

Others

Other uncategorized cookies are those that are being analyzed and have not been classified into a category as yet.

SAVE & ACCEPT