Mobile reliance & digital ID continue to rise: IATA survey

International Air Transport Association (IATA) has released findings from its 2025 Global Passenger Survey (GPS), identifying two areas shaping the passenger journey: rising dependence on smartphones and continued expansion of biometrics and digital identity.

“Passengers want to manage their travel the same way they manage many other aspects of their lives—on their smartphones and using digital ID. As experience grows with digital processes from booking to baggage claim, the message that travelers are sending in this year’s GPS is clear: they like it, and they want more of it," said Nick Careen, IATA’s senior vice president operations, safety and security.

"There is an important caveat which is the need to continue building trust, so cybersecurity remains a priority. Cybersecurity must be core to the end-to-end digital transformation of how we book, pay and experience air travel.” 

Mobile reliance rising

The survey shows mobile devices continue to be used across multiple trip stages. 

Travellers are increasingly using smartphones to book flights, manage payments and loyalty programs, and complete steps such as check-in, immigration, boarding and baggage processes.

Booking and payment habits are shifting. 

More than half of travellers (54%) say they want to deal directly with airlines, with airline websites still the most preferred booking channel at 31% (down from 37% in 2024). 

Web apps rose to 19% in 2025 (up from 16% in 2024), led by younger travellers (25%).

Payment method trends also shifted: credit/debit cards are still the main option (72%) but down from 79% in 2024. 

Digital wallet use increased from 20% to 28%. 

Instant payment methods such as IATA Pay increased from 6% to 8%.

Seventy-eight percent of passengers say they want a smartphone-based travel credential combining digital wallet, digital passport and loyalty cards. 

Electronic bag tag use rose from 28% in 2024 to 35% in 2025.

Biometric adoption accelerates

Half of passengers (50%) have used biometrics at some point in the airport journey — up from 46% in 2024. 

Usage is most common at security (44%), exit immigration (41%) and entry immigration (35). 

Use has increased by about 20 percentage points since 2022.

Among those who have used biometrics, 85% report being satisfied with the experience.

Seventy-four percent say they would share biometric information if it eliminated the need to show a passport or boarding pass at touchpoints such as check-in, security, border control and boarding.

Privacy continues to be cited as a concern: 42% of passengers currently unwilling to share biometric info say they would reconsider if data privacy was assured.

“Passengers are already using biometrics for different stages of their journey, from check-in to boarding. But to make the international travel experience fully digital, governments need to start issuing digital passports and enable their secure recognition across borders. When that becomes common practice, travelers, governments, and airlines will all see the benefits of digital identity with an experience that is even more convenient, efficient and secure,” said Careen.

Regional trends

Africa
Passengers are more likely to book through airline offices or call centres.

Borders and visa processes are cited as significant barriers.

Asia-Pacific
Digital adoption is high, with frequent use of airline apps and digital wallets.

Biometrics use is common, though satisfaction with biometric experiences is comparatively lower.

Europe
Travellers prefer booking directly via airline websites and tend to use credit/debit cards.

Biometric use is lower, and travellers show more hesitation toward data-sharing.

North America
Travellers prioritize convenience and rely heavily on airline websites.

Privacy concerns around biometrics are comparatively high.

Latin America and Caribbean
Travelers often prefer personal interaction when booking, and pay primarily via credit/debit cards.

They are more likely to obtain visas directly through consulates/embassies.

Middle East
Passengers show high digital engagement, frequent use of digital wallets and strong interest in mobile travel credentials.

Passenger profiles (Demographics)

Male travellers
More likely to adopt airline apps earlier and use biometrics more often.

Female travellers
Adopt digital travel solutions more gradually, and often factor in airline reputation when choosing flights.

Younger travellers (≤26)
Most likely to book through apps rather than websites, show greater preference for digital wallets and biometrics, and express stronger concerns around privacy and security.

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