The International Air Transport Association (IATA) announced the results of the 2025 Global Passenger Survey (GPS) during the World Passenger Symposium (WPS) and World Financial Symposium (WFS) held in Istanbul, where HavaSosyalMedya served as a media sponsor in the Gold category. The study revealed that mobile technologies and digital identity systems are shaping the future of the passenger experience.
According to the survey, passengers want to manage every stage of their journey through their smartphones. While 54% of respondents prefer to handle their transactions directly through airlines, the use of mobile applications has increased to 19%. As credit card usage declines, digital wallets are rapidly becoming more popular — rising from 20% in 2024 to 28% in 2025.
78% of passengers want to consolidate their digital wallets, digital passports, and loyalty cards into a single device. The use of electronic baggage tags also increased compared to the previous year, reaching 35%.
GPS data shows that half of passengers now use biometric systems during their travel processes, with the highest usage at security and passport control points. Among those who use biometrics, 85% expressed satisfaction with the experience, while 74% are willing to share their biometric data to travel without presenting a passport or boarding pass.
Nick Careen, IATA’s Senior Vice President of Operations, Safety, and Security, stated:“Passengers want to manage their journeys with smartphones and digital identities. However, to make this digital transformation safe, cybersecurity processes must be placed at the core.”
