Human-centred and memorable airport experiences will be key considerations for travellers in 2026, according to a report published by ACI World.
The organisation, which represents airports worldwide as part of the ACI Federation, published its sixth edition of the Airport Service Quality (ASQ) Global Traveller Survey today.
Drawing on data from 4,125 travellers across 30 countries, the survey identifies increasing demand for empathetic and proactive customer service.
Currently, 44% of travellers feel that airport staff members show empathy, while 48% believe that they offer enough proactive support.
Despite this focus on human connection, customers also value technology and personalisation, with the use of biometric verification, such as facial recognition and fingerprint scans, rising in popularity.
72% of travellers are now willing to use these features, compared to 57% in 2021.
Solutions that allow travellers to prepare to fly prior to arrival, including remote check-in and off-airport bag drop, were also highly rated by those surveyed.
In addition, the inclusion of local cuisine (44%) and products (40%) at airports were touted as effective in giving passengers a sense of place and connecting them to the destination.
Other factors considered important for customer satisfaction were a focus on wellbeing, including the provision of clean and quiet spaces, and the promotion of initiatives that support local tourism, environmental conservation, and airport job creation.
“Genuine human connection and a stronger sense of place”
ACI World’s 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 personalised, ready-to-fly options available before they reach the airport, spaces that are calm and comfortable, relatable local flavor and recognisable social responsibility.
“The airports that lead in 2026 will combine seamless journeys with genuine human connection, and a stronger sense of place.”
