AI and Automation Are Upgrading the Airport Experience

Airports are upgrading from simple transit points into engaging spaces offering comfort, convenience, and meaningful experiences. According to a new global study by Priority Pass, the world’s leading airport lounge and experiences programme under The Collinson Group, Airport technology is playing a major role in reshaping the airport journey, with over half of travellers saying they feel airports are adopting AI Automations and digital tools at the right pace.

The report, which surveyed over 12,000 travellers worldwide, revealed that 59 per cent believe technology is enhancing the airport experience. Fast-track security and digital boarding passes emerged as the most valued innovations, with 73 per cent of respondents highlighting them as the biggest improvements. This was followed closely by automated baggage drops and advanced security scanners, appreciated by 68 per cent of travellers.

Nearly half of travellers (45 per cent) report gaining an extra 10 to 30 minutes per trip thanks to these innovations, while one in five enjoys up to an hour more. Time saved allows passengers to explore the airport more freely, with many choosing to dine (55 per cent), shop (46 per cent), or unwind in lounges (37 per cent). Automation also seems to influence spending, with 60 per cent – and notably 71 per cent of Gen Z and 67 per cent of Millennials – saying they spend more at airports as a result of reduced stress and smoother processing.

Airport lounges have become increasingly central to the travel experience, with 73 per cent of respondents having used one. These premium spaces are now seen as hubs of wellness, productivity, and personalisation. Travellers are looking for smarter lounges with tech-driven food and entertainment choices (38 per cent), easier booking via apps (37 per cent), and broader local cuisine options (36 per cent).

The Future

Looking to the future, travellers are keen for more seamless solutions: 40 per cent are interested in fully biometric journeys that eliminate the need for physical passports. Other top priorities include smart baggage tracking (39 per cent), globally consistent security procedures (37 per cent), automatic multilingual signage (33 per cent), and AI-powered security screening (31 per cent).

Despite this enthusiasm for automation, the human element remains essential. While half of those surveyed are comfortable with mostly automated processes, 34 per cent still value human assistance, especially in areas such as customer service (65 per cent), security and border control (54 per cent), and lost property (48 per cent). These interactions offer a sense of reassurance and empathy that machines cannot yet replace.

“With travel volumes continuing to rise, airports are looking to technology to help enhance the curb-to-gate journey whilst also increasing traveller spend,” says Christopher Evans, CEO of Collinson International. “Automation is freeing up valuable time, lowering stress levels and providing better information, in real time to the traveller.

With access to over 1,700 lounges and travel experiences across 145 countries, Priority Pass continues to enhance the way travellers move through airports, offering everything from sleep pods to spa treatments, ensuring that every journey is both relaxing and memorable.