IATA Global Passenger Survey 2022

IATA Global
Passenger
Survey
2022 Highlights
High satisfaction scores for 2 years in a row
% of Satisfied (Very satisfied + Somewhat satisfied)
82 80
74 75 75
2017 2018 2019 2021 2022

last 24 months
2 2022 IATA Global Passenger Survey Highlights. © Copyright International Air Transport Association. All rights reserved.
Across the travel journey, top satisfaction levels for:
84% 81%
81% 80%
79% 77%
75%
73% 69%
71% 68%
64%
5%
5%
7%
7% 8% 7% 7%
9%
10% 12%
2022 satisfaction 12%
2022 dissatisfaction
3 stress areas: transfer, immigration and baggage
84% 81%
81% 80%
79% 77%
75%
73% 69%
71% 68%
64%
5%
5%
7%
7% 8% 7% 7%
9%
10% 12%
Convenience is a key enabler
for all touchpoints
“It would be so easy access all my trip

PLANNING & BOOKING
information from one single location”
“I am willing to share my information

TRAVEL FACILITATION
in advance and have contactless travel”
“I wish there could be alternatives to

AIRPORT PROCESS
checking-in baggage”
PLANNING & BOOKING
Proximity is #1 reason for choosing departure location
Top 3 reasons for selecting your departure airport:
Proximity 75%
Ticket Price 39%
Airline Availability 34%
PLANNING & BOOKING
Convenience is a key satisfaction

driver when travel planning
82% Clear improvement areas:

passengers are
• Access to information in one single place
satisfied when able
to pick their • Clarity & transparency on the offer content
preferred payment • Ease of seat selection
method
PLANNING & BOOKING
Need to raise awareness on CO2 offsetting
More than 80%

of passengers don’t offset their flight carbon emission
30% are not aware of such an option

24% don’t want to
18% don’t have the option
TRAVEL FACILITATION
Immigration requirements discourage travel
2 out 5 65%
have been discouraged from traveling main deterrent is process complexity
due to immigration requirements
TRAVEL FACILITATION
Technology simplifies travel and drives convenience
ONLINE VISA DATA SHARING BIOMETRICS
66% 83% 1 in 3
agree online application willing to share immigration Have already used biometrics
before travelling is the best data (e.g. passport, visa, in the travel journey
way for obtaining a visa health questionnaire, etc.) to
expedite airport process
TRAVEL FACILITATION
Biometrics in travel is here to stay
88%
Passengers are satisfied
with overall biometric
process
75%
passengers would be eager
to use biometrics instead of
passports or boarding
passes
TRAVEL FACILITATION
Boost biometrics usage with better data protection

Top concerns with using biometric information
56% 52% 51%

loss of data due to lack of knowledge of not knowing how
data breaches who the passenger passenger data is
data is being shared being handled or
with stored
AIRPORT PROCESSES
Preference to complete certain processes off-airport
Top process to be completed before arrival at the airport
44
33 32
Check-in Immigration Baggage

Procedures Check-in
AIRPORT PROCESSES
Passengers would like to get through the airport as

quickly as possible
Overall time spent at the airport
5 21 42 25 7
< 30 min 30 min to 1h 1h to 2h 2h to 3h > 3h
Ideal time spent at the airport
Less than 30min Less than 45min Less than 1h

When travelling with a When travelling with a When travelling with mobility
carry-on bag only carry-on & check-in bags aid or other assistance
AIRPORT PROCESSES
Queuing is a top improvement area
#1 improvement area for Examples of improvement :
Security 93%
interested in a trusted program to expedite security screening
Boarding 25%
would appreciate not queuing on the jet bridge
Border Controls 20%

interested in automated solution to speed up control process
AIRPORT PROCESSES
Baggage handling remains an issue
2 in 5 1 in 5
have had their bags expressed
mishandled dissatisfaction on the
service provided
AIRPORT PROCESSES
Tracking could encourage passengers

to check-in bags
81% (+8pp vs. 2021)
29% are more likely to check-in bags if it
can be tracked at all times
have flown with an 51%

airline that shared would be interested in a baggage
baggage information information service
50%
have used and would be interested in
using an electronic bag
AIRPORT PROCESSES
Need for alternative options to check-in baggage
The airlines Check-in a Baggage on

would transfer baggage at a separate
your bags from location flight than
home to your near you you
final destination
2022 67% 73% 46%

2021 65% 68% 39%
AIRPORT PROCESSES
More room for improvement in transfer experience
Only 68%
satisfaction transfer at the Airport in 2022
Redundancy of processes negatively impacting satisfaction

Top 3 improvement areas for connecting flights
Not having to pick up Not having to go through Not having to go through

and re-check my bag security screening immigration
Focus on Accessibility
ACCESSIBILITY
Growing special assistance requests on the horizon
20%
Areas where the industry is doing good:
(+9pp vs 2021)
78%
Passenger’s ability to request support
respondents sought according to their needs at booking
assistance for self or
someone else 78%
Felt comfortable in disclosing needs
77%
Felt that their needs were understood
Passenger satisfaction
Of the 20% that requested special assistance for themselves or for others, overall satisfaction is
80%
83%
81% 81% 81%
78% 78%
82%
74% 75% 78%
78% 78% 73%
76%
73% 69% 69%
71% 71% 66%
68% 69%

2021 satisfaction
ACCESSIBILITY
More room for improvement in ensuring a seamless

journey for passengers needing special assistance
34% 26% 23%

Seamless service across all Communication and Accessibility for mobile
touchpoints (from ground information about the travel solutions, booking and
transfer / airport service / services provided for reservation services
airline) passengers with disabilities
Passenger profile >75 years old
1.7%
23% 56 – 75 years old
27% 28.2%
41 – 55 years old
36.8%
34%
3% 25 – 40 years old
3% 27.2%
<=25 years old
6.1%
9%
63% 36% 1%
222 Countries
10,206 Respondents
Want to learn more? Table of Contents:
Get your copy of: 1 Travel satisfaction

2 Booking
2022 Global Passenger 3 Special assistance
Survey Report 4 Facilitating immigration
5 Your baggage
or 6 Your biometric information
7 At the airport
2022 Global Passenger 8 Connection
Survey Combo 9 Travel disruption
10 Arrival
www.iata.org/gps
2022 IATA Global Passenger Survey Highlights.

25 © Copyright
2022 IATAInternational
Global Passenger
Air Transport
Survey Association.
Highlights. © All
Copyright
rights reserved.
International Air Transport Association. All rights reserved.

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IATA Global

% of Satisfied (Very satisfied + Somewhat satisfied)

2017 2018 2019 2021 2022

“It would be so easy access all my trip

“I am willing to share my information

“I wish there could be alternatives to

Proximity is #1 reason for choosing departure location

Top 3 reasons for selecting your departure airport:

Convenience is a key satisfaction

82% Clear improvement areas:

Need to raise awareness on CO2 offsetting

More than 80%

30% are not aware of such an option

Immigration requirements discourage travel

Technology simplifies travel and drives convenience

ONLINE VISA DATA SHARING BIOMETRICS

Biometrics in travel is here to stay

Boost biometrics usage with better data protection

56% 52% 51%

Preference to complete certain processes off-airport

Top process to be completed before arrival at the airport

Check-in Immigration Baggage

Passengers would like to get through the airport as

Ideal time spent at the airport

Less than 30min Less than 45min Less than 1h

Queuing is a top improvement area

#1 improvement area for Examples of improvement :

Border Controls 20%

Baggage handling remains an issue

Tracking could encourage passengers

have flown with an 51%

Need for alternative options to check-in baggage

The airlines Check-in a Baggage on

2022 67% 73% 46%

More room for improvement in transfer experience

Redundancy of processes negatively impacting satisfaction

Not having to pick up Not having to go through Not having to go through

Growing special assistance requests on the horizon

2022 satisfaction 62%

More room for improvement in ensuring a seamless

34% 26% 23%

Get your copy of: 1 Travel satisfaction

2022 IATA Global Passenger Survey Highlights.

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