Latin American travelers lead the digital revolution in air travel

Latin American passengers live digitally: they pay, purchase, and travel from their phones. However, when traveling, they still face long lines, manual checks, and paper documents. This is confirmed by the new edition of the Travelers' Voice report, SITA Passenger IT Insights 2025, which compiles the opinions of more than 7,500 real passengers, including travelers from Latin America and the Caribbean (LAC). The message is clear: passengers are now ready for simple, smart, and sustainable travel, and they expect the industry to accelerate its transformation.

Simpler, real-time travel

For travelers in the region, simplicity starts with less waiting. Two out of three consider reducing airport processing times a priority, while 42% want to receive updates via mobile apps, above the global average. Furthermore, LAC leads the world in interest in intermodal travel: 45% plan to book a combined flight, train, or road trip in the next year, compared to 33% globally.

Despite this, the reality is still largely manual. Three out of four passengers have their identity verified by an agent at the counter, eight out of ten board after a manual document check, and almost three out of four are processed face-to-face by an immigration officer—the highest rate in the world.

“Passengers aren't resistant to change. They've already changed,” says David Lavorel, CEO of SITA. “They're already digital. Now it's our turn. The future of travel isn't just about adding technology, it's about removing friction.”

Digital identity and biometrics: the next frontier

Latin American travelers also lead the way in digital identity adoption: 95% want all their documents automatically linked to a secure digital wallet, the highest rate globally. They are also the most open to non-governmental entities issuing digital credentials and are most comfortable with the use of biometrics at all airport touchpoints.

Sustainability and trust: clear priorities

Sustainability is consolidating as a core value. Two-thirds (67%) of LAC passengers would pack less luggage to help reduce flight emissions, compared to 55% globally. Trust in digital services is also growing: 83% would pay for an end-to-end baggage service, seeking greater peace of mind and efficiency.

“Passengers are ready for the next step: faster, more sustainable, and connected travel,” said Shawn Gregor, SITA President for the Americas. “The challenge—and the opportunity—is to embrace digital identities, biometrics, and real-time data so that the experience lives up to their expectations and the region's sustainability goals.”

The future of travel is here

The SITA IT Insights series, which includes reports on air transport and baggage handling, offers more than a decade of data that paints an unequivocal picture: passengers in Latin America and the Caribbean are already digital. Now, it's the industry that must catch up.

“We ask passengers to adapt to their journey, but they ask that the journey adapt to them,” Lavorel concludes. “The tools exist—biometrics, digital IDs, real-time data. The only thing missing is urgency.”

Source: SITA.