The airline industry is constantly adapting to the shifting behaviours and expectations of passengers. With travel rebounding strongly in 2023 and projected to grow further in 2024 and beyond, airlines face new challenges and opportunities to enhance onboard experiences.
Today’s passengers demand more than efficient transportation—they want experiences tailored to their preferences, including culinary options, comfort, inclusivity, and wellness.
Exploring actionable insights and trends drawn from key reports such as the IATA Global Passenger Survey 2024, the SITA Passenger IT Insights 2024, FantasyFood’s analysis of aviation catering trends 2024 and more, WTCE evaluates how airlines and onboard suppliers are responding to these needs.
Personalisation is driving culinary preferences onboard
Modern passengers expect meals that cater to their specific needs. Demand for personalised in-flight dining is on the rise, driven by a focus on health, inclusivity, and sustainability. According to FantasyFood’s 2024 analysis, airlines have seen a 25% increase in requests for customised meals, highlighting the importance of accommodating individual dietary requirements.
The availability of vegan, halal, gluten-free, and other special meals isn’t just a preference; it’s an expectation. WTCE’s article on Innovation within Airline Special Meals Provision dives into strategies airlines can adopt to improve meal diversity and satisfaction.
For further reading, explore these WTCE posts:
Digital is enhancing passenger engagement
Technology is at the heart of improving the passenger experience. According to SITA’s Passenger IT Insights 2024, 90% of passengers now depend on digital platforms for booking their flights. Beyond ticketing, passengers increasingly use mobile apps for pre-ordering meals, checking in, and managing flight details.
Biometric technology is also transforming airports, with 46% of passengers having experienced biometric check-ins and reporting satisfaction with its speed and convenience. Airlines and airports must address data privacy concerns while scaling this innovation to increase trust among travellers. Stress and Comfort Onboard to understand the role digital solutions play in enhancing passenger contentment. Understanding passenger Stress and Comfort Onboard is key to learning how digital solutions play in enhancing passenger contentment, and how these can be leveraged.
To learn more, download the report on Sensehacking Passenger Wellbeing.
Health and wellness have become priorities
Wellness initiatives are increasingly important to modern travellers. It’s estimated that 85% of passengers appreciate wellness-focused offerings onboard, such as better seating, improved cabin air systems, and nutritious meal options.
This trend extends to in-flight menus, which now often include plant-based, low-calorie, and organic meals. WTCE’s article Towards Nutritious Foods Onboard emphasises the importance of creating options that appeal not only to health-conscious travellers but also to passengers adhering to specific dietary regimens.
For a broader perspective, check out WTCE’s Future Wellness Onboard Airlines.
Inclusivity and accessibility as deciding factors
Inclusivity is crucial to delivering exceptional passenger experiences, especially as global travel diversifies. Airlines catering to passengers with unique requirements, such as neurodivergent individuals or those with dietary allergies, demonstrate respect and adaptability. SITA reports that 6.7 out of 10 passengers are open to adopting advanced digital services if it enhances inclusivity onboard.
To this end, airlines are creating menus and services that support passengers by Catering to Allergies and Special Diets. Additionally, tactile in-cabin signage, sensory-friendly spaces, and adaptive storage options are innovating inclusivity.
Explore more in WTCE’s post on Inclusive Air Travel for Neurodivergent Passengers.
Sustainability still resonates with passengers
Passengers are holding airlines accountable for their environmental policies. SITA’s report reveals that many travellers are willing to pay an 11% premium to offset their carbon footprints, emphasising the value they place on sustainability.
From reducing single-use plastics to introducing organic menus, airlines have opportunities to strengthen their environmental messaging. WTCE’s article Organic and Seasonality Onboard, for example, highlights how implementing sustainable sourcing aligns with passenger expectations.
For additional inspiration, read WTCE’s What to Do with Healthy Food Onboard.
Pre-flight amenities could impact satisfaction
Experiences before boarding still play a significant role in shaping passenger perceptions. Global Airport Experience Research 2024 indicates that 70% of passengers were satisfied with airport facilities but still expressed a desire for new, premium amenities.
Luxury dining options, wellness lounges, and enhanced seating areas top the list of passenger preferences. For example, our post No-and-Low Alcoholic Drinks examines innovative beverage trends that elevate the airport and lounge experience.
Ultimately, the drive to delight passengers is compelling airlines to innovate at every touchpoint. Whether through personalised meals, seamless digital processes, or sustainable practices, delivering exceptional experiences is the key to staying competitive. By exploring the insights shared in this blog and linked WTCE content, airlines can equip themselves to lead in a landscape defined by rising passenger expectations.