IATA Passenger Survey: AI, Biometrics Gain Ground, Immigration Rules Turn Travellers Away

Airline passengers are increasingly embracing artificial intelligence, biometric identification and digital passports, but complicated immigration requirements are discouraging a growing number from visiting certain destinations.

Those are the major findings of the International Air Transport Association’s (IATA) 2026 Global Passenger Survey, presented by Nick Careen, IATA’s Senior Vice President, Operations, Safety and Security, during an industry briefing in Macau.

The survey found 43% of passengers have been discouraged from visiting a destination because of immigration requirements, a significant increase from 33% in 2025.

At the same time, nearly half of travellers are already using AI to help plan trips, while biometric identification is becoming an increasingly familiar and accepted part of the airport experience.

Careen said passengers want travel processes to be digital, convenient and completed before they reach the airport.

Immigration Barriers Complicate Travel

Among passengers deterred by immigration requirements, 53% identified complicated processes as their primary concern. Privacy and cost were each cited by 17%.

During his presentation, which was broadcast online, Careen described his own frustrations with visa applications, including restrictive photo requirements, inconsistent document formats and systems that freeze during the application process.

He joked that despite the difficulties, one part of the process always worked: collecting the payment.

The survey found that 86% of passengers would share immigration information digitally before departure to accelerate processing, while 45% would prefer to complete immigration formalities before arriving at the airport.

Although more than 100 countries now issue electronic visas, Careen said inconsistent verification systems remain a significant obstacle.

“Passengers want to apply for visas online and complete immigration procedures before they reach the airport,” he said. “eVisas can deliver that, but airlines can only verify them efficiently if governments use common standards.”

AI is Reshaping Travel Planning

The survey found that 49% of passengers have used AI for travel planning, including 21% searching for flights to specific destinations, 19% looking for the lowest fares and 17% seeking destination inspiration.

Careen said the rapid adoption of AI creates both opportunities and challenges for airline distribution.

“People are using AI to plan their travel. It’s important for airlines not only to ensure their offerings show up in AI, but also to develop convenient links to convert an AI conversation into a real booking.”

During the Q&A following his presentation, Careen suggested agentic AI systems could begin changing how airline bookings are handled within months, potentially disrupting traditional distribution arrangements.

He said airlines and global distribution companies are investing heavily in understanding how AI-assisted searches can be converted into actual sales.

Biometrics Have Gone Mainstream

Some 58% of passengers reported using biometric identification during an airport journey in the past year, up from 50% in 2025 and 34% in 2022.

Among those who have used biometrics, satisfaction reached 87%, while 78% said they would share biometric information to avoid repeatedly presenting passports or boarding passes.

Interest in digital passports is also strong, with 84% willing to use them for online check-in.

Privacy remains a concern, however. Data breaches worried 59% of respondents, while 49% were concerned about their information being shared with other organizations.

Careen said governments must agree on standards for issuing and accepting secure digital travel credentials before seamless international journeys become widespread. He suggested meaningful adoption could emerge between now and 2030, as regulatory and privacy issues are addressed.

North Americans Concerned About Data Breaches

• North American passengers reported the highest use of biometrics, but also the strongest concerns about data breaches.
• European travellers were the least satisfied overall and among the most reluctant to adopt digital travel technology.
• Middle Eastern passengers showed the greatest enthusiasm for AI travel planning, digital passports and biometric identification.

Despite the challenges, Careen said overall airline passenger satisfaction remains high at 87%.

But baggage handling and border control continue to be major sources of frustration, reinforcing the industry’s need to make travel simpler and more predictable.