Airports Council International (ACI) World has published its 2020 ASQ Global Traveller Survey, which reveals half of those surveyed want to travel again soon, demonstrating a strong level of confidence in the safety of the environment provided by airports and airlines.
The survey found that 48% of travelers considered themselves likely to travel within the next three months but, despite this eagerness, the recovery is dependent on a multitude of factors.
Passengers expect that new measures will have been put in place to address health risks, including mandatory masks for passengers and staff, Covid-19 testing prior to the trip, hand sanitizing stations, and the development of a more contactless airport experience.
The survey revealed a slight decrease in travel frequency and a shift in the main reason to travel in the long term, with fewer business travelers and more people traveling for personal reasons. According to ACI World, this will have an impact on the proportion of traffic type with domestic traffic helping recovery in the short term.
“One of the keys to recovery will be the aviation industry’s understanding of the changing needs of passengers and ACI’s new survey provides insight into how Covid-19 is affecting passenger expectations and future travel plans,” said ACI World director general Luis Felipe de Oliveira. “It is reassuring that travelers are eager to travel again, and our survey will help airports make the right decisions in providing the best and safest customer experience.
“Airports, airlines and their partners need to continue to increase the level of confidence in the entire passenger journey and provide and communicate the measures they are introducing to keep passengers healthy and safe. ACI’s Airport Health Accreditation program provides airports with not only a tool to assess their health measures against globally recognized standards but also a way to communicate to passengers about these measures.”
Dr Ralf Gaffal, managing director at Munich Airport International, which was involved in the completion of the report, added, “Covid-19 has a never-seen impact on our aviation industry – not only did it cause traffic movements to hit rock bottom, it also changed the overall behavior and expectations of our passengers and requires the implementation of new processes and systems. As a global world-class airport operator, it is essential for us to understand all changes and requirements to quickly adapt processes, facilities and information flow. The results of this ASQ Global Traveller Survey will provide guidance to define our strategy and actions in order to maintain the highest level of customer satisfaction.”
The ASQ Global Traveller Survey has been created to help airports plan for future demand – in the short, medium and long term – and to adapt customer experience accordingly. This will help them implement the right measures expected by travelers, improve the most stressful touchpoints throughout the journey and understand passengers’ needs and expectations, according to ACI World.
Completion of the report was supported by KONE Corporation, Munich Airport International, Plaza Premium Group and POTLOC.