Airports

Airport satisfaction hits a record 82%

30th Apr 2026, 12:05. Written by Airside Reporter

A multi‑panel graphic with a dark purple background. On the left is a photo of a person seated indoors near large windows. Over this image is the text ‘Growth in Satisfaction’. In the top left corner is a small label reading ‘AX26’ with a stylised ‘L’ logo. To the right are several rectangular tiles in shades of pink and purple. One tile reads ‘An all‑time record low of global travelers reported not satisfied, down to’ followed by ‘5%’. Another tile shows a photo of an airport terminal seating area with the text ‘82%’ and below it ‘of global travelers are satisfied with the airport experience’. A lower central tile reads ‘APAC leads the way in satisfaction levels, Singapore has the highest satisfaction levels globally at’ followed by ‘97%’. A final tile reads ‘89%’ with the text ‘of the most satisfied travelers are high‑value, Affluent Leisure Travelers’.
AX26 research reveals that travellers want a digital-first relationship with airports, with younger generation reporting higher satisfaction (Credit: Airport Dimensions)

Global travellers are signaling a shift toward deeper, digital-first relationships with airports.

According to the latest Airport Dimensions’ Airport Experience (AX26) research, 77% of travelers now want a single digital platform to unify their journey, with 30% stating such a platform would directly encourage them to spend more.

The study, based on insights from over 11,000 regular global travelers, highlights a significant opportunity for airports to move beyond transactional interactions.

While only 30% of travelers currently have an active relationship with an airport, rising to 48% among Affluent Leisure Travelers (ALTs), there is a high appetite for engagement: 71% see value in reward-based programs, and 83% view proactive access to flight data as a direct enhancement to their experience, especially when delivered in advance of travel.

This demand for a digital partnership coincides with record-high airport satisfaction levels of 82%, driven largely by Millennials and Gen Z (both at 84%).

The data underscores a clear commercial link: 9 out of 10 highest spenders report enjoying their airport experience.

A multi‑panel graphic on a dark purple background. On the left is a photo of a lounge interior with armchairs, small tables, framed black‑and‑white photos on the wall, and warm lighting. Over this image is the text ‘Driving Value for Money’. Below it, smaller text reads ‘Travelers globally find duty‑free retail (31%) and airport lounges (30%) as offering the best value for money’. In the top left corner is a small label reading ‘AX26’ with a stylised ‘L’ logo. To the right are rectangular tiles in shades of pink and purple. One tile displays ‘19%’ with the text ‘of travelers consider airport bars “good value”, the lowest value for money, and 30% rate them as moderate value’. A lower tile displays ‘34%’ with the text ‘of global travelers would spend more but want lower prices or discounts to entice them to do so’. On the far right is a photo of a seated person at a small table with drinks, set against a softly lit interior background.
Credit: Airport Dimensions

Mignon Buckingham, CEO of Airport Dimensions, said: “Our latest AX research signals an evolution in the traveler’s relationship with the airport.

“We are moving away from a fragmented, day-of-travel transactional model toward a more continuous, supportive, and valued partnership.

“Travellers are clearly asking for a joined-up journey, they want choice and control at their fingertips accessible on their phone.

“The opportunity for airports is to lead the orchestration of this journey by building high-trust digital relationships that begin long before the passenger reaches the terminal.

“By shifting engagement earlier, offering support and delivering proactive, personalised communication, airports can transform the passenger experience while unlocking significant new revenue growth.” 

A multi‑panel graphic on a dark purple background. On the left is an image of an airport lounge interior with upholstered seating, small tables, and large windows showing an aircraft passing outside at sunset. Over this image is the text ‘The Affluent Leisure Traveler’. Below it, smaller text reads ‘ALTs spend on average 4 times more than non‑ALTs at the airport’. In the top left corner is a small label reading ‘AX26’ next to a stylised ‘L’ logo. In the centre panel is a photo of a person walking indoors while pulling a wheeled suitcase, framed by warm lighting and arched architectural details. On the right are two rectangular tiles in shades of pink. The upper tile displays ‘48%’ with the text ‘of ALTs have a relationship with airports compared to 30% of other travelers’. The lower tile displays ‘52%’ with the text ‘of ALTs regularly shop at the airport’.
Credit: Airport Dimensions

The Affluent Leisure Traveler: The economic engine of the airport

While the AX25 research identified the rise of the ALT, the AX26 certifies the ALT’s dominance of the airport economy.

Representing 26% of surveyed travelers, this segment accounts for a staggering 57% of reported spend. The ALT’s willingness to invest in premium retail and experiential moments drives spend levels four times higher than other travelers.

With a satisfaction rate of 89%, ALTs show a deep affinity for elevated environments, most notably the airport lounge, which 75% of ALTs use, making this their natural home within the terminal.

ALTs are also highly receptive to digital loyalty, with 48% actively engaging with travel-related digital tools.

This creates a strategic window for airports to use data-driven loyalty and recognition programs to shape decisions and inspire spend before the journey even begins.

A multi‑panel graphic on a dark purple background. On the left is an image of a modern lounge interior with a high‑back upholstered armchair, a small round table with a vase of flowers, and paneled wall detailing. Over the image is the text ‘Growth of The Lounge Experience’. In the top left corner is a small label reading ‘AX26’ with a stylised ‘L’ logo. To the right are four rectangular tiles in shades of pink and purple. One tile displays ‘52%’ with the text ‘of global regular travelers have used lounges – an 11% increase from last year’. Another tile displays ‘57%’ with the text ‘of lounge users would be prepared to pay for lounge access if it was not provided by their usual program, rising to 97% for Priority Pass members’. A third tile displays ‘62%’ with the text ‘of guests want the ability to shop for duty free online from within the lounge, rising to 70% among Affluent Leisure Travelers’. A fourth tile displays ‘64%’ with the text ‘are open to paid food options, and 51% paid beverages to further enhance the lounge experience’.
Credit: Airport Dimensions

The premiumisation ecosystem: A pivot to premium services

Travelers are increasingly prepared to pay for premium experiences with 62% of all travelers, and 69% of ALTs, willing to pay for premium services that offer increased speed and comfort, reshaping expectations across the journey.

This premiumisation ecosystem extends beyond the lounge to include services like fast-track security, meet-and-greet services, and premium parking.

Lounge access remains the strongest driver of this trend, many lounge users gain access via bank sponsored membership programs, however 57% of lounge users say they would pay for access if required.

Notably, traveling with family has emerged as a primary motivator for purchasing lounge access, signaling the growing diversity of lounge users.

As expectations rise, moving directly beyond a one-size-fits-all premium model, and instead developing differentiated tiers of lounge experience that align with specific traveler motivations is imperative, particularly in high-growth markets like China, Indonesia, Vietnam, and Saudi Arabia.

A multi‑panel graphic on a dark purple background. On the left is an image of a person standing indoors and holding a shoe while browsing in a retail environment. Over the image is the text ‘New and Integrated Retail’. In the top left corner is a small label reading ‘AX26’ with a stylised ‘L’ logo. To the right are four rectangular tiles in shades of pink and purple. One tile displays ‘33%’ with the text ‘of total airport spend is now driven by retail’. Another tile displays ‘38%’ with the text ‘of millennial travelers usually shop at the airport, much higher than all other generations surveyed’. A third tile displays ‘62%’ with the text ‘of global regular travelers want to shop online for duty free products from an airport lounge, rising to 70% for ALTs’. A fourth tile displays ‘38%’ with the text ‘of travelers are interested in retail stores that include food and beverage, highlighting the demand for more integrated experiences’.
Credit: Airport Dimensions

Airport satisfaction and the retail effect

Global satisfaction with the airport experience has climbed to 82% – the highest satisfaction level ever measured in the AX research – reflecting a high stakes race to the top of investment and improvement by airport operators.

The future of airport commerce lies in the seamless integration of digital and physical experiences. A large majority of travelers represent an untapped audience for duty-free growth.

The data reveals a clear path to conversion: over a third (34%) of travelers are ready to increase their spend in exchange for attractive, value-driven pricing, while 29% are looking for the convenience of digital engagement before they even reach the terminal.

A multi‑panel graphic on a dark purple background. On the left is an image of a person seated indoors looking at a mobile phone, with large windows and soft daylight in the background. Over the image is the text ‘Joined Up Relationships’. In the top left corner is a small label reading ‘AX26’ with a stylised ‘L’ logo. To the right are four rectangular tiles in shades of pink and purple. One tile displays ‘77%’ over an image of an aircraft parked at an airport gate, with the text ‘of global travelers want a single mobile app and 30% say it would encourage them to spend more’. Another tile displays ‘71%’ with the text ‘of global travelers see value in membership programs that offer rewards and incentives’. A third tile displays ‘61%’ with the text ‘of global travelers want to book lounge access before they arrive at the airport, 44% want to shop or browse for duty free products’. A fourth tile displays ‘30%’ with the text ‘of travelers have a relationship with airports, rising to 48% for ALTs’.
Credit: Airport Dimensions

By bridging the gap between digital discovery and the physical store, airports can transform the travel journey into a premium retail experience, unlocking new revenue streams and elevated traveler satisfaction.

To download the full AX26 research or learn how Airport Dimensions is helping airports prepare for the future of travel, visit www.airportdimensions.com/ax26.

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