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Industry Calls for Faster Digital Transformation in Aviation

Industry Urges Acceleration of Digital Transformation in Aviation
A recent report from SITA, a leading technology provider for the air transport sector, reveals a significant shift in passenger expectations, driven by a growing readiness to embrace digital solutions. The SITA Passenger IT Insights 2025 survey, which collected responses from over 7,500 travelers across 25 countries, underscores an increasing demand for air travel experiences that are simple, reliable, and sustainable.
Changing Passenger Expectations and Digital Adoption
The report highlights that digital-first generations are now the primary drivers of growth within the aviation industry, with clear preferences for shorter wait times, seamless intermodal connections, and real-time travel updates accessible via mobile devices. Since 2020, mobile usage for managing travel has increased by 20 percentage points, and nearly two-thirds of passengers express a desire for faster airport processing. Furthermore, 42% of respondents favor a unified ticketing system that integrates air, rail, and road travel.
SITA emphasizes that these insights reflect the authentic experiences of travelers who expect air travel to keep pace with their digitally integrated lifestyles. While passengers routinely manage finances, health, and mobility through their smartphones, air travel processes often remain cumbersome, involving queues and paperwork. David Lavorel, SITA’s CEO, remarked, “Travelers aren’t resisting change. They’ve already changed. They’ve gone digital. Now it’s our turn. The future of travel isn’t just about adding tech. It’s about removing friction.”
Emerging Technologies and Sustainability Priorities
Biometrics and digital identification are identified as pivotal technologies shaping the future of air travel. The survey reveals a strong passenger preference for biometric gates over staffed counters, with nearly 80% willing to store their passports on mobile devices and two-thirds prepared to pay for this convenience. The global adoption of digital identity is expected to surge from 155 million users today to 1.27 billion by 2029.
Sustainability also ranks highly among traveler concerns. Almost 90% of respondents indicated a willingness to pay more to reduce carbon emissions, with many open to flying at slower speeds or packing lighter to lessen their environmental impact. Passengers expect the aviation industry to demonstrate a comparable commitment through concrete measures.
Challenges and Industry Responses
Despite the clear demand for digital transformation, the industry faces significant challenges. Integrating new technologies with existing legacy systems remains complex, while ensuring data security and privacy is critical. The substantial costs associated with digital initiatives further complicate the transition. These obstacles have led to increased investment in aviation consulting services, as airlines and airports seek expert guidance to navigate the evolving technological landscape.
In response, industry players are forming strategic partnerships to accelerate digital adoption. For instance, Thales has entered into agreements with IndiGo to enhance avionics support and digital flight operations, highlighting the growing importance of digital transformation for operational efficiency.
SITA, which supports over 1,000 airports and more than 19,600 aircraft worldwide, stresses that the necessary tools for transformation—such as biometrics, digital IDs, real-time data, and smarter baggage handling—are already in place. Lavorel concluded, “We’re asking passengers to adapt to travel. But they’re asking travel to adapt to them. The only thing missing is urgency.”
The SITA Passenger IT Insights 2025 report thus issues a clear call to action: the aviation industry must accelerate its digital transformation to meet the evolving expectations of modern travelers.

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