Airport technology optimizes traveler experience worldwide

Airports are rapidly evolving into technology-driven hubs, transforming the travel experience and unlocking significant commercial potential. Priority Pass, the world's leading airport lounge and experience program, part of the Collinson Group, has published new global research based on surveys of more than 12,000 travelers in 21 countries, including Colombia, highlighting how digital innovation is transforming traveler behavior, spending, and interaction at airports around the world.

Global airport automation is projected to increase from $55.05 billion in 2025 to $85.12 billion in 2033, driven by rising passenger expectations and investment in digital infrastructure. From biometric identification and real-time updates to fully automated check-in and baggage drop, the report reveals that smart technologies directly influence traveler decisions and spending.

73% of travelers identified expedited security screening and digital boarding passes as the most impactful technologies, while 68% highly valued automated baggage drop and advanced scanners.

This demonstrates that airports are no longer just transit points; they are becoming intelligent ecosystems designed to transform the traveler experience. This is why we see the world's major airports undergoing ambitious redesigns, not only to expand in response to increased travel demand, but also to evolve and take advantage of new ways to drive business and boost the economy.

60% of travelers—especially Generation Z (71%) and Millennials (67%)—report spending more at airports thanks to automation. This could be due to travelers’ time optimization, with nearly half (45%) saving an additional 10 to 30 minutes per journey, and 1 in 5 (20%) saving up to an hour on their journey, time they use for eating (55%), shopping (46%), or visiting lounges (37%).

The Lounge Effect

Lounges and other premium services are now central to the airport experience: 73% of travelers have visited at least one. Lounge users represent a high-value segment, with 67% spending more at airports thanks to automation, compared to 40% of non-users. The top three features travelers want in the lounges of the future are: smart environments with personalized food, entertainment, and workspaces (38%), frictionless booking via apps (37%), and a wider variety of local and independent dining options (36%).

Technology with a human touch

Although technology continues to transform airport travel, travelers are increasingly open to automation as long as it doesn't sacrifice service, trust, or personal connection.

59% of travelers believe airports are adopting AI and technology at the right pace, but the report underscores the continued importance of human support in critical moments such as customer service (65%), security (54%), and lost property (48%). These moments carry emotional charge and uncertainty, and a human presence brings calm and clarity.

Looking ahead, travelers want innovations such as fully biometric journeys (40%), smart baggage tracking (39%), globally consistent security (37%), and signage that automatically translates into their native language (33%).

“With travel volumes continuing to increase, airports are turning to technology to improve the experience from entry to gate, while increasing traveler spend,” said Christopher Evans, CEO of Collinson International.

Automation frees up valuable time, reduces stress, and provides better real-time information. When the experience is satisfying, travelers are more inclined to explore places to relax, try culinary options, or visit stores. “By integrating digital lounge access and new experiences into the Priority Pass app, we are creating more options and memorable moments throughout the journey,” said Evans.

As airports become more connected and technologically advanced, new opportunities arise for brands to engage with travelers in more meaningful ways. By partnering with clients to design loyalty programs and benefits aligned with travelers' true needs, Priority Pass transforms airport wait times into memorable experiences. This approach not only strengthens customer loyalty but also positions brands to take full advantage of the smart, passenger-centric airport ecosystem that is already taking shape.

Colombian panorama

Colombia is investing significantly in the expansion and modernization of its airport infrastructure, which, according to recent reports from the National Infrastructure Agency (ANI) and the Civil Aeronautics, exceeds 12 trillion pesos, nearly US$3 billion. These investments seek to improve airport capacity, connectivity, and operational safety, as well as boost the country's economic and tourism development.

"Investment in automation will be extremely beneficial in responding to the evolving expectations of travelers in Colombia, especially when carefully balanced with aspects of travel that require personal connection, trust, and service. Brands that manage to seamlessly integrate cutting-edge digital solutions with meaningful human interactions will be able to fully maximize the benefits of digital transformation, elevate their customers' travel experience, and, undoubtedly, boost the country's economy," said Manuel Catedral, Vice President of Business Development for the Americas at Collinson International.

The Priority Pass survey reveals that 56% of Colombian travelers acknowledge that new airport technologies have made their travel more seamless. Fifty-one percent say the airport's digital infrastructure saves them between 10 and 30 minutes, and 25% say they've saved up to an hour of their travel time.

Regarding security, 86% of Colombian travelers say that fast-track access through security checkpoints is one of the top technologies that materially improves their airport experience, and 78% of travelers feel comfortable sharing their biometric data to expedite their passage through the airport.

75% say automated baggage drop-off points are one of the top technologies that materially improve their airport experience. 33% of travelers begin to relax immediately after going through security, and 21% say that just having access to a lounge helps them relax more quickly. Overall, 63% of travelers in Colombia and 65% of travelers globally value lounge access via payment card, as it significantly improves their airport experience.

As airports become more connected and technology-driven, new opportunities arise for brands to engage with travelers in more meaningful ways. Priority Pass helps transform airport wait times into memorable experiences. This approach not only strengthens customer engagement and loyalty, but also positions companies to take full advantage of the smarter, passenger-centric airport ecosystem that is already taking shape.

Fuente: Priority Pass.