ACI’s latest ASQ Global Traveller Survey shows that satisfaction is highest at airports that pair operational efficiency with memorable experiences. Photo credit: Shutterstock/Prostock-studio

Airports Council International (ACI) World has shared the key trends set to shape air travel in 2026, according to the findings of its latest Airport Service Quality (ASQ) Global Traveller Survey.

The data highlights a rising demand for human-centred, personalised, and memorable airport experiences. Travellers are increasingly expecting more than just transactional interactions, seeking out experiences that resonate with their emotions, values, and well-being.

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

ACI World’s latest ASQ Global Traveller Survey highlights several defining trends for 2026. These include an evolution from customer to human experience, as connection, empathy, proactive staff interactions, and genuine assistance all grow in importance alongside technology-driven efficiency. 

ACI World Director General Justin Erbacci: “Today’s traveller has evolved.”

The report predicts that travellers will continue to 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 (versus 57% in 2021), demonstrating a growing appetite for a seamless travel experience.

The survey data shows that satisfaction is highest at airports that pair operational efficiency with memorable experiences such as Sense of Place, either through regional cuisine or locally inspired retail. Wellbeing also remains central, with travellers responding positively to clean, quiet, and thoughtfully designed spaces.

Sustainability resonates most when its impact is visible and rooted in the local community. According to the report, 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 commented: “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 personalised, ready-to-fly options available before they reach the airport, spaces that are calm and comfortable, relatable local flavour and recognisable social responsibility. The airports that lead in 2026 will combine seamless journeys with genuine human connection, and a stronger sense of place.”

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