ACI World reveals key trends shaping air travel in 2026

Global Traveller Survey uncovers rising demand for more human, personalized, and engaging airport experiences

Montreal, Canada, 19 November 2025 – Airports Council International (ACI) World reveals key trends shaping air travel in 2026 with the launch of its latest Airport Service Quality (ASQ) Global Traveller Survey. The data shows rising demand for human-centred, personalized, and memorable airport experiences. This means moving beyond transactional interactions to create experiences that connect with passengers’ emotions, values, and well-being—reducing anxiety, building trust, and enhancing comfort throughout the journey.

The sixth edition of ACI World’s flagship report draws on insights from 4,125 travellers across 30 countries. The report provides a global benchmark for understanding long-term shifts in traveller attitudes and behaviours—helping airports anticipate and meet evolving expectations.

Key trends for 2026

• From customer to human experience: Human connection—empathy, proactive staff interactions, and genuine assistance—grows in importance alongside technology-driven efficiency. 44% of travellers currently feel airport employees demonstrate empathy, and 48% perceive proactive support, highlighting an opportunity for airports to differentiate.
• Technology and personalization: Travellers show strong interest in off-airport solutions that let them arrive “ready to fly,” including remote check-in, off-airport bag drop, and biometric verification. Willingness to use biometric solutions has climbed to 72% in 2025 (57% in 2021), highlighting a growing appetite for a seamless travel experience.
• Creating meaningful moments: Airports that combine operational efficiency with memorable experiences achieve the highest satisfaction; travellers particularly value local touches that convey a sense of place, from regional cuisine to products. 44% of travellers say local food connects them to a destination, while 40% value local products in shops for reflecting its identity.
• Well-being across the journey: Clean, quiet, thoughtfully designed spaces that promote calm and comfort continue to positively shape the airport experience.
• Sustainability with visible impact: Travellers are most receptive to sustainability initiatives that are concrete and rooted in the local community. Although sustainability is not regarded as the airport’s primary social mission, initiatives that promote employment, tourism, and transportation infrastructure as well as environmental conservation shape travellers’ perceptions. 49% of travellers say supporting local and regional tourism adds the most community value, while 42% point to airport job creation.

ACI World Director General Justin Erbacci said: “Today’s traveller has evolved beyond wanting just a faster experience – to one that is more experiential and human. Travellers want technology that removes friction and people who serve with empathy. They expect personalized, ready-to-fly options available before they reach the airport, spaces that are calm and comfortable, relatable local flavor and recognizable social responsibility. The airports that lead in 2026 will combine seamless journeys with genuine human connection, and a stronger sense of place, as highlighted in ACI World’s latest ASQ Global Traveller Survey.”

Completion of the report was made possible through the support of IDEMIA as the Platinum Advisory Partner, and NACO and Plaza Premium Group as Premium Sponsors.

About ACI 

Airports Council International (ACI), the trade association of the world’s airports, is a federated organization comprising ACI World, ACI Africa, ACI Asia-Pacific and Middle East, ACI EUROPE, ACI Latin America and the Caribbean and ACI North America. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient, and environmentally sustainable. As of January 2025, ACI serves 830 members, operating 2,181 airports in 170 countries.

Editor notes

1. The ASQ 2026 Global Traveller Survey Report is a forward-looking resource, identifying and analyzing the major consumer trends shaping the future of the passenger experience. This essential tool helps industry leaders anticipate and plan for 2026’s rapidly changing traveller expectations.