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1、IATA Global Passenger Survey2023 Highlights2023 IATA Global Passenger Survey Highlights.Copyright International Air Transport Association.All rights reserved.Growing satisfaction reaching record levels2%of Satisfied(Very satisfied+Somewhat satisfied)7420021last 24 months202275758280822023

2、Source:Global Passenger Survey 2023Base:N(2017)=10675,N(2018)=10408,N(2019)=10877,N(2021)=13579,N(2022)=10206,N(2023)=87902023 IATA Global Passenger Survey Highlights.Copyright International Air Transport Association.All rights reserved.52023 IATA Global Passenger Survey Highlights.Copyright Interna

3、tional Air Transport Association.All rights reserved.Passengers top priorities are:“Too much time spent at border control,especially when travelling with kids”“It would be so easy access all my trip information from one single location”CONVENIENCE SPEED and Payment experiences 62023 IATA Global Pass

4、enger Survey Highlights.Copyright International Air Transport Association.All rights reserved.3 out4travelers are satisfied with the ticket payment experience 73%have preferred paying with credit/debit card But preferred payment medium vary by regionRanking of preferred method of payment.Question wi

5、th multiple choices.GlobalAfricaAsia PacificEuropeLATAMMiddle EastNorth AmericaDebit/Credit Card73%57%61%81%85%70%74%Digital Wallet18%11%41%15%4%14%8%Bank Transfer18%36%16%17%17%21%18%Loyalty Points17%11%11%14%20%18%25%Convenience is the driver for positive Booking72023 IATA Global Passenger Survey

6、Highlights.Copyright International Air Transport Association.All rights reserved.84%travelers are satisfied their booking experience Improvement areas:-Access to information in one single place-Clarify what is included in the price and what is optional#1touchpoint with the highest satisfaction level

7、s82023 IATA Global Passenger Survey Highlights.Copyright International Air Transport Association.All rights reserved.Payment touchpoint is critical to support industry growthImprovement areas:-Make payment easier-Secure right method payment for key target-Enable split payment-Be transparent with fee

8、s 38%of passengers dissatisfied with payment related to a lack of flexibility*25%passengers did not purchase additional airline product/services because of a payment issue*No availability for split payment and preferred payment option Proximity is#1 reason for choosing departure location92023 IATA G

9、lobal Passenger Survey Highlights.Copyright International Air Transport Association.All rights reserved.71%31%25%ProximityTicket PriceAirline AvailabilityTop 3 reasons for selecting your departure airport:36%have been discouraged from traveling due to immigration requirements49%49%main deterrent is

10、process complexity Complex visa requirements deters travelers102023 IATA Global Passenger Survey Highlights.Copyright International Air Transport Association.All rights reserved.87%are willing to share immigration info before departure to speed up arrival process,up 4%from 2022 2 out 32 out 3prefer

11、online application ahead of travelling for obtaining a visa11When data sharing is a key enabler for convenient immigration process2023 IATA Global Passenger Survey Highlights.Copyright International Air Transport Association.All rights reserved.122023 IATA Global Passenger Survey Highlights.Copyrigh

12、t International Air Transport Association.All rights reserved.Speed is the essence at the Airport55%passengers would like to be notified about FastTrack options ahead of their trip2 out 3believe that queuing times at security checkpoints need to be improved91%said they would be interested in a trust

13、ed travel program to get them through security fasterQueuing is a top improvement area 13#1 improvement area forBoardingSecurity41%would appreciate not having to take a bus when boarding39%would appreciate not queuing on the jet bridge39%interested in reducing queuing time at security 13Improvement

14、areas:2023 IATA Global Passenger Survey Highlights.Copyright International Air Transport Association.All rights reserved.2022 IATA Global Passenger Survey Highlights.Copyright International Air Transport Association.All rights reserved.Preference to complete certain processes off-airport142023 IATA

15、Global Passenger Survey Highlights.Copyright International Air Transport Association.All rights reserved.45%Immigration Procedures33%Check-in19%Baggage Check-inTop process to be completed before arrival at the airport152023 IATA Global Passenger Survey Highlights.Copyright International Air Transpor

16、t Association.All rights reserved.Passengers expect to get through the airport more quickly than everIdeal time spent at the airportLess than 30min for 74%of the passengers with a carry-on bag only Up by 20ppLess than 45min for 80%of the passengers with a carry-on bag and checked-in bagUp by 15ppLes

17、s than 1h for 93%of the passengers with mobility aid or special assistance Up by 11ppVersus 2022Increasing usage and confidence in Biometrics162023 IATA Global Passenger Survey Highlights.Copyright International Air Transport Association.All rights reserved.+12ppusage of biometrics at the airport in

18、 2023.It represents 46%of the passengers75%of passengers want to use biometric data instead of passports and boarding passes85%score on positive satisfaction for those using biometrics 40%would reconsider the use of biometrics if they were reassured about its privacyTop concerns about the use of bio

19、metric information1.Data Breaches 2.Data being shared with other organization 3.Not knowing how long data will be stored 4.Not knowing how data can be deleted 17Data protection is the key enabler for biometrics 2023 IATA Global Passenger Survey Highlights.Copyright International Air Transport Associ

20、ation.All rights reserved.Improvements for Baggage and related services,but still a major pain point182023 IATA Global Passenger Survey Highlights.Copyright International Air Transport Association.All rights reserved.14%9%BaggageCollectionBorderControl/ImmigrationSecurityBaggageDropBoardingOn-BoardT

21、ransferCheck-InSearch forTravel OptAirportArrivalBookingFinal DestReach2023 Dissatisfied touchpoint ranked by the largest%Negative experience driversPassengers in need for more flexibility and control in the baggage process 192023 IATA Global Passenger Survey Highlights.Copyright International Air T

22、ransport Association.All rights reserved.67%would be interested in home pick-up and delivery39%said that their connection experience would be improved if they didnt have to pick up their baggage and recheck it,up from 16%in 202220Tracking is a key enabler for positive experience2023 IATA Global Pass

23、enger Survey Highlights.Copyright International Air Transport Association.All rights reserved.57%of travelers have used or want to use electronic bag tags59%said the ability to track their baggage real time would definitely increase their confidence in travelling with check-in bags 87%would be willi

24、ng to check a bag in if they could track it 212023 IATA Global Passenger Survey Highlights.Copyright International Air Transport Association.All rights reserved.Focus on AccessibilityHigher Satisfaction for Special Assistance Services in 2023,More passengers Seeking Special Assistance 222023 IATA Gl

25、obal Passenger Survey Highlights.Copyright International Air Transport Association.All rights reserved.More passenger asked for assistance for themselves or others 80%said that their service expectations were met up 4%since 2022Clear identified areas for improvement232023 IATA Global Passenger Surve

26、y Highlights.Copyright International Air Transport Association.All rights reserved.20%Improve website accessibility for booking and reservations Top improvement areas:19%Communication on info and services available Want to learn more?www.iata.org/gpsTable of Contents:1.Travel satisfaction2.Booking&P

27、ayment3.Special assistance4.Facilitating immigration5.Your baggage6.Your biometric information7.At the airport8.Connection9.Travel disruption10.Arrival Get your copy of 2023 Global Passenger SurveyPDF ReportPDF+Excel Combo Historical Combo Last 3 years Thank You2023 IATA Global Passenger Survey Highlights.Copyright International Air Transport Association.All rights reserved.