Tourism Breaking News
In India, more than 4 out of 5 (83%) of travellers believe airports are adopting AI and technology at the right pace
88% of Indian travellers spend more due to automation, significantly higher than the global (60%) and Asia Pacific (68%) average
61% of travellers in India say new airport technology has reduced stress, and 46% say tech has made their journey more seamless
While airport technology evolves, genuine service, trust and human connection remain key
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 India, Hong Kong SAR, Australia, 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 2031, 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.
Amongst Indian travellers, 82% identified fast-track security and 85% cited digital boarding passes as the most impactful technologies, while automated baggage drops and advanced scanners are both highly valued by 80% of respondents. Additionally, 88% expressed comfort in sharing biometric data to help expedite their journey.
88% of Indian travellers – particularly Gen Z (91%) and Millennials (93%) – report increased spending at airports due to automation, significantly higher than the global (60%) and APAC (68%) average. Amongst travellers in India, nearly half (45%) gain an extra 10–30 minutes per journey, and over a quarter (27%) gain up to an hour, using this time to dine (56%), shop (57%), or visit airport lounges (56%). In addition, 45% of Indian travellers also say they feel more relaxed and therefore more inclined to treat themselves due to automation.
The Lounge effect
In India, lounge and other premium services are central to today’s airport experience, with 93% of travellers having visited one of these options while travelling at least once. Lounge users are also a high-value demographic, with 90% spending more at airports thanks to automation, compared to 67% 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 Indian travellers would like to see in future lounges are AI-powered concierge services to recommend food, shopping, or gate directions (54%) smarter, tech-enabled environments with personalised food, entertainment and workspaces (51%), and sustainable and eco-friendly design in lounges/relaxation and wellness areas (51%).
In India, 81% of travellers also 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 83% of Indian 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 (65%), security (57%), and lost and found (45%). These moments carry emotional weight and uncertainty, and a human presence is a source of calm and clarity.
Looking to the future, Indian travellers are eager for innovations such as fully biometric journeys (50%), smart baggage that follows you via robotics or tracking and can provide updates on where your luggage is (50%) and globally consistent security (47%).
“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, 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 are creating more choice and opportunities for enhanced moments throughout the journey.”
“India, one of the world’s fastest growing air passenger markets, is investing significantly in the expansion and modernisation of its airport infrastructure to meet demand. Approximately INR 920 billion (USD11 billion) has been allocated2 for the construction of new airports and the refurbishment of existing ones, with 50 airport development projects over the next five years3 underway,” says Todd Handcock, Global Chief Commercial Officer and Asia Pacific Executive Chair, Collinson International. “Investment in automation will prove hugely beneficial in relation to meeting travellers’ evolving expectations in India; especially when carefully balanced with aspects of the journey requiring personal connection, trust and service. Brands who can seamlessly integrate cutting-edge digital solutions with meaningful human interactions 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.
