Smartphones and digital identity tools are emerging as central forces in the future of air travel, even as African passengers continue to value human interaction more than travellers in other regions.
This is according to the 2025 Global Passenger Survey (GPS) released by the International Air Transport Association (IATA), which highlights shifting passenger expectations alongside persistent structural challenges across borders.
High Satisfaction, Hard Borders
African travellers record some of the highest satisfaction levels globally, ranking second overall. They are also more likely to book flights through airline offices or call centres, reflecting a strong preference for human engagement.
Despite this, the continent faces the most complex visa and immigration processes, which IATA identifies as a major barrier to growth. Simplifying border procedures, the survey notes, could unlock significant demand across African air routes.
Mobile-First Travel Becomes the Norm
The survey confirms a decisive shift toward mobile-led travel, with passengers increasingly managing their entire journey through smartphones—from booking and payment to check-in, boarding, and baggage handling.
More than half of travellers (54 percent) now prefer dealing directly with airlines, largely through mobile apps. While airline websites remain the most popular booking channel, their share declined in 2025 as web-based and mobile applications gained ground.
Changing Payment Habits
Payment preferences are also evolving. Traditional credit and debit cards still dominate but are steadily losing ground. Digital wallets and instant payment options are seeing rapid uptake, reflecting broader global shifts toward cashless and mobile-first transactions.
Passengers are increasingly seeking all-in-one digital travel tools, with a strong majority expressing interest in smartphones that integrate digital wallets, digital passports, and loyalty programmes into a single platform.
Biometrics Gain Acceptance
The use of biometric technology at airports continues to expand, with satisfaction levels reaching record highs. Half of all passengers surveyed reported using biometrics at some point during their journey, particularly at security screening and immigration checkpoints.
Among those who have used the technology, satisfaction is high, with many travellers indicating they would willingly share biometric data if it removed the need to present passports or boarding passes during airport processing.
Privacy concerns persist, but the survey suggests trust could grow if data protection guarantees are strengthened. A significant portion of travellers currently hesitant to share biometric data say they would reconsider under clearer privacy safeguards.
Governments Hold the Key
IATA notes that while airlines and airports are advancing digital processes, government action remains critical. The widespread issuance and cross-border recognition of digital passports, it argues, would be a decisive step toward fully seamless international travel.
As digital systems mature, the survey suggests that the combination of mobile technology, biometric identity, and streamlined borders could dramatically reshape air travel—particularly in Africa, where demand exists but friction remains high.
