ACI World’s 2024 survey reveals growing demand for wellbeing, premium services, and sustainable travel

Credit: ACI World

Airports Council International (ACI) World has published its 2024 Global Traveller Survey (GTS) report, shedding light on shifting passenger expectations as the travel industry continues to stabilise. The report highlights an increasing emphasis on traveller wellbeing and a growing appetite for premium services.

Now in its fifth year, the GTS leverages ACI World’s expertise in customer experience research. The 2024 survey gathered insights from over 4,125 air passengers across 30 countries, all of whom had flown at least once in the past 12 months.

Justin Erbacci, ACI World Director General commented, “The ASQ 2024 Global Traveller Survey report reflects a landscape where travellers’ expectations are solidifying around convenience, premium options, and sustainability. Travellers seek a reduced stress journey and are more eager than ever to enjoy enhanced airport experiences. They prioritise comfort, personalisation, and ethical engagement.”

The report was unveiled at Airports Innovate, an ACI-hosted event that brings together industry innovators, start-ups, thought leaders, and researchers to explore cutting-edge technologies transforming the future of airports.

Main findings:

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

• Wellbeing as a lifestyle: With the increasing importance of consumer wellbeing, travellers are expecting an enjoyable experience that will keep their stress and anxiety levels at their lowest. Two-thirds of respondents report feeling positive about their next airport journey, yet a significant portion (one-third) highlight a clear demand for wellness-focused environments to enhance their overall travel experience.

• Overall experience throughout the journey: The most stressful touchpoints for travellers occur during the pre-boarding phase, with stress levels decreasing once these processes are completed. This presents an opportunity to improve the overall experience at shopping and dining facilities, as travellers are in a positive emotional state, yet their expectations are often not fully met.

Key consumer trends reshaping traveller preferences and setting new airport standards

• Seamless, automated journeys: Travellers increasingly value technology that personalises and streamlines their journey, enhancing their overall wellbeing 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.

• Information sharing: Promising solutions to streamline the journey depend on travellers’ willingness to share personal information. While many travellers are open to sharing some data, the industry must offer them the flexibility to choose what information they share and with whom.

• Growth in premium and personalisation: There is a growing demand for premium services, including faster check-ins and enhanced lounge experiences, with an emphasis on personalised, engaging, and entertaining journeys.

• Value for money and conscious consumerism: Travellers are drawn to brands with ethical and eco-friendly practices, impacting their airport retail choices. Younger travellers, in particular, are eager to adjust their behavior to support sustainability and are highly interested in airport initiatives focused on this area.
Check out more info on the survey here.