ACI World highlights five traveller trends reshaping airport experiences in 2026

MONTREAL, CANADA – Airports Council International (ACI) World has released the latest edition of its Airport Service Quality (ASQ) Global Traveller Survey, revealing the key trends that will shape air travel in 2026. Based on insights from 4,125 travellers across 30 countries, the findings underline a clear shift: passengers increasingly expect airports to deliver human-centred, personalised and emotionally engaging experiences rather than purely transactional services.

The sixth edition of the ASQ Global Traveller Survey provides a global benchmark for long-term traveller expectations, giving airports valuable guidance as they adapt their commercial, operational and customer-experience strategies.

According to ACI World, travellers want environments that reduce stress, build trust and enhance comfort. This evolution goes beyond efficiency alone; it reflects a desire for airports that feel more welcoming, supportive and connected to the culture of the destinations they serve.

Also read → New global guidelines clarify best practices for airport concessions

“Today’s traveller has evolved beyond wanting just a faster experience – to one that is more experiential and human,” said Justin Erbacci, ACI World Director General. “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.”

1. Human connection gains importance: The survey shows that the emotional component of the airport experience is becoming central. While travellers increasingly value automation and speed, they still rely on staff for reassurance and meaningful interactions. Today, 44% of respondents feel airport employees demonstrate empathy, and 48% recognise proactive staff support – signalling room for further improvement. Airports that excel in human engagement are more likely to stand out competitively.
2. Technology and personalisation accelerate: Interest in pre-airport convenience continues to rise. Travellers show strong support for off-airport check-in, remote bag drop and biometric verification to streamline their journey. Willingness to use biometric technology has grown significantly, jumping from 57% in 2021 to 72% in 2025. As demand for seamless, “ready-to-fly” solutions increases, airports and airlines will face intensified expectations for integrated digital platforms.
3. Sense of place drives satisfaction: The survey finds that airports delivering a mix of operational efficiency and meaningful, memorable moments achieve the highest satisfaction levels. Local food and retail are key differentiators, with 44% of travellers saying regional cuisine connects them to a destination and 40% valuing local products in retail spaces. These elements strengthen an airport’s identity and enrich the travel experience.
4. Well-being remains a priority: Travellers continue to seek clean, quiet, and thoughtfully designed spaces. Comfortable seating, noise-reducing environments, and wellness-focused design contribute strongly to a positive perception of the airport journey.
5. Sustainability with visible community impact: While travellers do not view sustainability as the airport’s primary role, they respond positively to initiatives with clear local benefits. Supporting tourism (49%), job creation (42%) and environmental conservation are the most valued forms of social responsibility. Travellers favour initiatives with tangible outcomes rather than abstract commitments.

The release of the ASQ Global Traveller Survey was supported by IDEMIA as the Platinum Advisory Partner and by NACO and Plaza Premium Group as Premium Sponsors.

The article ACI World highlights five traveller trends reshaping airport experiences in 2026 first appeared in TravelDailyNews International.

The post ACI World highlights five traveller trends reshaping airport experiences in 2026 appeared first on Travel Daily News