Priority Pass Research Reveals Airport Technology Enhances the Traveller Journey and Unlocks New Opportunities to Capture Spend

• Globally, 67% of travellers who use airport lounges spend more at airports thanks to automation, compared to 40% of non-lounge users.
  
• In Asia Pacific (APAC), over two-thirds (69%) of travellers believe airports are adopting AI and technology at the right pace; with more than two in three (68%) travellers in APAC spending more due to automation.
• In APAC, 47% report that new airport technology has reduced stress, and half of travellers say it has made their journey more seamless; with 67% saying that payment card access to lounges makes their airport journey better.
• While airport technology evolves, genuine service, trust and human connection remain key

SINGAPORE, July 2, 2025 /PRNewswire/ -- Airports are rapidly evolving into technology-driven hubs, reshaping the travel experience, and unlocking significant commercial potential. Priority Pass, the world's leading airport lounge and experiences programme and part of The Collinson Group, has released new global research surveying over 12,000 travellers – including from key markets across Asia Pacific (APAC) such as Hong Kong SAR, Australia, India, Indonesia, Singapore, South Korea, and Thailand – to highlight how digital innovation is transforming traveller behaviour, spending and engagement at airports worldwide.

The global airport automation market size is projected to surge from USD 55.05bn in 2025 to USD 85.12bn by 2033,^[1] fuelled by rising passenger expectations and investment in digital infrastructure. From biometric ID and real-time passenger updates to fully automated check-in and bag drop, the report finds smart technologies are directly influencing traveller choices and spend.

Across APAC, nearly 8 in 10 travellers identified fast-track security (78%) and digital boarding passes (77%) as the most impactful technologies, closely followed by 74% and 72% of respondents valuing automated baggage drops and advanced security scanners respectively.

68% of travellers in APAC – particularly Gen Z (77%) and Millennials (73%) – report increased spending at airports due to automation; higher than the global average of 60%. Amongst travellers in the region, nearly half (48%) gain an extra 10–30 minutes per journey, and 1 in 5 (21%) gain up to an hour, using this time to dine (58%), shop (51%), or visit airport lounges (46%). In addition, close to one third (31%) of APAC travellers also say they feel more relaxed and therefore more inclined to treat themselves due to automation.

The Lounge effect

In APAC, lounge and other premium services are central to today's airport experience, with 80% of travellers having visited at least once. Lounge users are also a high-value demographic, with 73% spending more at airports thanks to automation, compared to 45% of non-lounge users. This trend was further underlined by a Collinson study conducted by independent data analytics company Fonto. The study revealed that Australian payment cardholders who have Priority Pass spend an additional 19% per annum versus cardholders who have lounge access through other providers or have comparable cards without lounge access.

The top three features that travellers would like to see in airport lounges in future are smarter, tech-enabled environments with personalised food, entertainment and workspaces (46%), a seamless experience booking through apps (42%), and sustainable and eco-friendly design in lounges and wellness areas (41%).

In APAC, 67% of travellers said that payment card access to lounges has made their airport journey better.

Blending Technology and Human Touch

As technology continues to transform the airport journey, travellers are increasingly open to automation if it does not come at the expense of service, trust, or personal connection.

While 69% of APAC travellers believe airports are adopting AI and technology at the right pace, the report underlines the continued importance of human support at critical points, including customer service (66%), security (53%), and lost and found (52%). These moments carry emotional weight and uncertainty, and a human presence is a source of calm and clarity.

Looking to the future, travellers in APAC are eager for innovations such as globally consistent security (45%), fully biometric journeys (44%), and smart baggage tracking (43%).

"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. When the experience delivers, travellers are more inclined to explore places to relax, sample dining options or retail stores. By integrating digital access to lounges and new airport experiences into the Priority Pass app, we're creating more choice and opportunities for enhanced moments throughout the journey."

"The dynamic APAC region is home to some of the world's busiest international airport hubs, with several airports investing significantly in expansion and modernisation of infrastructure^[2] to meet growing demand. The region is also leading the charge in adopting airport technology; in turn, setting new global standards for efficiency and traveller experience," says Todd Handcock, Global Chief Commercial Officer and Asia Pacific Executive Chair at Collinson International. "Nonetheless, it is clear from our research that travellers in APAC also place high value on connection, trust and service alongside these innovations. Brands who can seamlessly integrate cutting-edge digital solutions with meaningful human experiences can fully maximise the benefits of digital transformation, elevate the travel journeys of their customers, and enable increased payment cardholder spend."

As airports become more connected and technology-driven, new opportunities are emerging for brands to engage travellers in more meaningful ways. By partnering with clients to design loyalty programmes and benefits that genuinely align with what travellers want, Priority Pass helps transform airport downtime into memorable experiences. This approach not only deepens customer engagement and loyalty but also positions businesses to take full advantage of the smarter, passenger-centric airport ecosystem that is now taking shape.

You can read the full Priority Pass report 'Tomorrow's Journey: Smarter, Faster, Connected' here: https://www.collinsongroup.com/en/lp/tomorrows-journey-report     

Methodology

Research is commissioned by Priority Pass, and independently conducted by Vitreous World among a sample of 12,067 travellers from 21 countries and territories including: Australia (502), Brazil (504), Colombia (502), Denmark (506), Germany (503), Hong Kong SAR (504), India (1001), Indonesia (501), Italy (503), Mexico (505), Norway (506), Peru (505), Saudi Arabia (504), Singapore (502), South Korea (500), Sweden (503), Thailand (502), Turkey (500), UAE (505), UK (1004) and USA (1005). The survey is conducted between April to May 2025.

About Priority Pass  

Priority Pass is the world's original and market-leading airport experiences programme. We provide travellers with access to over 1,700 airport lounges and travel experiences in 725 airports in 145 countries. Members can access an ever-growing range of premium experiences – from spas to sleeping pods to dining – that help elevate every journey into something special. By building partnerships with other leading brands, we help to bring a better travel experience to the world.   

Priority Pass is part of The Collinson Group, a family-owned business. Formed over 35 years ago, it now has five distinct operating companies that generate a combined annual revenue of £1.9bn, employing over 2,300 people across 14 countries.

SOURCE Collinson Group