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Air Passengers Want Technology To Address Pain Points- Survey

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By peter oluka

The International Air Transport Association (IATA) announced the results of its 2017 Global Passenger Survey (GPS) which revealed that passengers expect technology to give them more personal control over their travel experience.

Based on 10,675 responses from around the globe, the survey provided insight into what passengers want from their air travel experience. Topping the list were:

Automation of more airport processes

A single identity token for all travel processes using biometric identification

Real-time information sent directly to personal devices

More efficient security – without having to remove or unpack personal items

More seamless  border control

Ready to go digital

Digital travel processes are the expectation and passengers want more. The GPS found that 82% of travelers would like to be able to use a digital passport on their smartphones for as many travel activities as possible, from booking flights to passing through the airport.

Biometric identification systems were the technology of choice with 64% favoring biometric identifiers as their preferred travel token.

“Passengers want to use one single biometric identity token for all their travel transactions from booking flights to passing security and border control and picking up their bags. IATA’s One ID project is rapidly moving travel towards a day when a face, iris, or fingerprint will provide the key to a seamless travel experience.

“The technology exists. Its use in aviation needs to be accelerated. Governments need to take the lead by working with industry to establish a trusted framework and agreeing the global standards and security protocols needed to use the technology. One ID will not only make process more efficient for passengers but allow governments to utilize valuable resources more effectively” said Nick Careen, IATA’s Senior Vice President for Airport, Passenger, Cargo and Security.

Passenger In Control

Passengers want to be able to do more of the airport processes themselves by taking advantage of the latest digital self-service options. Baggage was the top activity that passengers wanted more control over.

The GPS found that 68% of those surveyed want to self-tag their bags with electronic bag-tags being the preferred option. In addition 48% of passengers wanted to self-drop their bag.

The survey found that the number of passengers using automated immigration gates and kiosks increased by 6% in 2017, reaching 58% with a satisfaction rate of 90%. Boarding the aircraft was another area in which passengers wanted to have more control with 72% of passengers preferring to self-board, an increase of 2% over 2016.

“Passengers have never been as empowered as they are today. Self-service solutions range from mobile check-in and bag drop, to self-boarding and automated border control. Smartphone- and tablet-toting, passengers want to use these mobile devices to control their travel experience. They expect easy access to the information they want, exactly when they need it in the travel process. Airlines and airports that make the most use of technological innovations will be giving a better travel experience to their customers,” said Pierre Charbonneau, IATA’s Director Passenger and Facilitation.

Well-Informed Passengers

Passengers want airlines and airports to keep them informed throughout their journey. The survey found that 85% of passengers want to be able to check the status of their flight and 50% want to track their bag throughout the trip.

Passengers also wanted more information to help then plan their passage through the airport with 51% wanting to know wait times at security and border control and 58% wanting to know wait times at arrival customs, a 17% increase on 2016.

Providing more real-time information was also identified by 63% of passengers as the key to improving their experience during travel disruptions.

SMS messaging remains the preferred option for receiving travel notifications. However this trend is reversing with 28% of passenger preferring communication through smartphone apps and 26% through email.

“Passengers expect to get up-to-date information on all aspects of their journey with minimum effort, through their preferred channel. Offering this level of personalization is reliant on capturing, managing and understanding passenger data. But no single member of the travel ecosystem has the capability to optimize the end-to-end journey on their own. A global coordination framework is needed on how passenger data is shared, controlled and protected. The IATA personalization program aims to provide customers with trusted, accurate real-time information from all travel service providers throughout their journey,” said Charbonneau.

Passenger Pain Points

Passengers once again identified airport security and border control processes as two of their biggest pain points when travelling. The top frustrations were the intrusiveness of having to remove personal items (60%), the inconvenience of having to unpack electronic devices in carry-on bags (52%) and the variation in security screening procedures at different airports (47%).

To make security and border control areas as safe, effective and hassle-free as possible for passengers, the industry needs to embrace new Smart Security technology.

Bring Your Own Device

The GPS found that 42% of passengers, would prefer to use their own devices- Bring Your Own Device (BYOD) – to access inflight entertainment options. Greater connectivity promises to be a win for both the carriers and the passengers they carry.

“The importance of smartphone technology, the demand for more automation and personalization throughout the travel process and desire to stay connected is not new to aviation, however the GPS highlights the extent of the opportunities on offer and the need for airlines and airports and to invest significantly in this area. To satisfy travelers, airports and airlines will need to work together to provide passengers with easy-to-use mobile services, self-service options and one-stop security checks to make sure they meet this demand. But industry can’t achieve this alone. Government support is essential to change antiquated regulations before the industry can fully transform,” said Careen.

The latest IATA Global Passenger Survey (GPS) analyzed the comments from passengers from more than 152 countries across all regions in the world.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

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Mutual Benefits Decries Nigeria’s Credit Gap, Offers Solutions

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A recent study – Nigeria’s Credit Landscape Report 2025 – has revealed a striking paradox in the nation’s financial ecosystem, revealing that while more Nigerians are becoming financially included, only about 6% of adults currently access credit through formal financial institutions.

Mutual Benefits Decries Nigeria's Credit Gap, Offers Solutions

Published by Credit Direct in June 2026, the report highlights that although more than 64% of Nigerian adults are financially included, formal credit penetration remains significantly low. Credit to the Nigerian private sector stands at just 13.1% of GDP, well below peer African economies such as Kenya and South Africa. The findings point to persistent barriers to credit access for households, entrepreneurs and small businesses, despite improving economic conditions and growing business activity across key sectors of the economy.

The report also notes that Nigeria’s real sector recorded sustained expansion throughout 2025, with manufacturing, services and agriculture posting positive growth indicators, creating increased demand for working capital and business financing.

Reacting to the findings, Mutual Benefits Assurance Plc said the report reinforces the urgent need for a more holistic approach to financial inclusion, one that combines access to finance with savings, insurance protection and long-term financial planning.

The leading insurer noted that while access to credit remains important for economic growth, financial protection mechanisms are equally essential in helping individuals and businesses withstand economic shocks.

Through its diverse portfolio of solutions, Mutual Benefits continues to provide Nigerians with tools to build, preserve and protect wealth. These include education-focused protection plans, life assurance products, savings-oriented solutions, motor and property insurance, health coverage and business protection products designed to safeguard livelihoods and future goals.

According to the Managing Director, Mutual Benefits Assurance Plc, Femi Asenuga: “The conversation around financial inclusion must go beyond opening bank accounts and accessing loans. True financial empowerment is achieved when individuals and businesses can access financing opportunities while also protecting their income, assets, families and future aspirations from unforeseen risks.

“For many Nigerian families and business owners, a single unexpected event such as a medical emergency, fire incident, business disruption or loss of income, can erase years of financial progress. This is why insurance and disciplined savings remain critical pillars of long-term financial resilience.”

The report further reveals that Microfinance Banks account for only 5.4% of Nigeria’s total loan book, underscoring the need for stronger support for SMEs and underserved communities that often struggle to access conventional bank financing.

As part of its commitment to advancing financial inclusion, Mutual Microfinance Bank continues to deliver accessible financing solutions tailored to the needs of small businesses, traders, salary earners, entrepreneurs and emerging enterprises across Nigeria. As at December 31, 2025, the Bank had disbursed loans totaling N1.372 billion, further strengthening access to formal credit for individuals and businesses across its target segments. This growth trajectory continued into 2026, with the loan portfolio rising to N1.558 billion by the end of Q1 2026, reflecting sustained momentum in supporting productive economic activity

Asenuga added: “Small businesses remain the backbone of Nigeria’s economy, yet many continue to face significant barriers in accessing affordable financing. Through Mutual Microfinance Bank, we are helping to bridge this gap by providing flexible financial solutions that enable entrepreneurs to grow, create jobs and contribute meaningfully to economic development.

“At the same time, we encourage individuals and businesses to think beyond borrowing by adopting a culture of saving, risk management and financial protection. Sustainable prosperity is built not only by generating income but also by protecting it.”

With economic activity expected to strengthen further and demand for financing projected to increase across several sectors, Mutual Benefits believes that the future of financial inclusion in Nigeria will depend on creating an ecosystem where access to credit, savings and protection work together to improve financial well-being.

The company reaffirmed its commitment to supporting Nigerians through innovative insurance solutions and accessible financial services that empower individuals, families, and businesses to build resilience, pursue opportunities confidently, and achieve lasting financial security.

Mutual Benefits Assurance Plc is one of Nigeria’s leading insurance companies with over 30 years of experience in providing reliable and innovative life and non-life insurance solutions to individuals, families and businesses. Through innovation, customer-centricity and a commitment to financial inclusion, the company continues to deliver value, protection and peace of mind to customers across Nigeria.

On its part, Mutual Microfinance Bank is committed to expanding access to financial services for individuals, micro-enterprises and small businesses through innovative savings products, accessible financing solutions and customer-focused banking services that promote economic empowerment and financial inclusion.


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Trashverse Recycling Technology Emerges Winner as MTN’s The Gathering on 100 Pitchathon Concludes with N5m Awarded in Aba

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MTN Nigeria has successfully concluded the Aba leg of its youth cultural and creative movement, The Gathering on 100. The 18-hour event marks a significant milestone for entrepreneurship in Eastern Nigeria.

Trashverse Recycling Technology Emerges Winner as MTN’s The Gathering on 100 Pitchathon Concludes with ₦5 Million Awarded in Aba

The event, which took place at the Prime Time Event Centre in Osisioma from June 14 to 15, 2026, transformed the venue into a tech hub for young innovators in Aba.

The Pitchathon had 10 standout startups compete for a total prize pool of ₦5 million. The competition showcased the immense potential of Aba’s youth, encouraging them to live life to the fullest through technological and creative excellence.

The participating startups, representing a cross-section of Aba’s burgeoning innovation ecosystem, impressed judges with solutions ranging from logistics to artisanal tech. Among the finalists were Trashverse Recycling Technology Limited founded by Charles Ikechukwu, Yadah Food, founded by Deborah Enyinnaya and Utytrends Global Ventures led by Utibe Akwa.

After a rigorous evaluation by judges Chiemela Anosike, Dr. Chime Chimezie-Uche, and Justina Nwokedi, the winners were officially announced. Trashverse Recycling Technology Limited, led by Charles Ikechukwu, claimed the first-place prize of ₦2.5 million.

Ikechukwu, founder of Trashverse Recycling Technology Limited, shared his excitement “Winning this pitchathon is a dream come true for our team. The support from The Gathering on 100 and MTN validates our vision and provides the financial backing we need to scale our production and serve more customers in Aba and the global stage.”

Utytrends Global Ventures secured the second-place prize of ₦1.5 million, while Yadah Food took home ₦1 million. These founders showcased solutions that blended local ingenuity with scalable technological frameworks, reinforcing Aba’s reputation as a powerhouse of Nigerian manufacturing and entrepreneurial spirit.

The Gathering on 100’s Pitchathon provided a platform for these early-stage founders to validate their business ideas before an audience of investors and industry stakeholders. For the winners, the funding serves as a catalyst to scale their operations and fulfill market demands, effectively bridging the gap between innovative concepts and industrial-scale production.

Reflecting on the Pitchathon, the Regional Manager, Operations, Southern Region, MTN Nigeria, Ifeanyichukwu Odom, said “Aba has always been a city of creators, innovators, and dreamers. Today, we witnessed young people expressing their passions across business, creativity, culture, and technology. The Gathering is about giving them a platform to be seen, heard, and celebrated.”

She noted that the Pitchathon had showcased the depth of talent and innovation emerging from the region, with participants presenting solutions capable of creating meaningful impact in their communities. “The Pitchathon winners made one thing clear, the Eastern Nigeria startup ecosystem is not waiting to be discovered. It is already forming, and it is ready when structure and support meet ambition. Through the power of connectivity and digital innovation, MTN remains committed to helping young Nigerians unlock their potential and Live It 100.”

This Aba edition built on the momentum of the Lagos edition held at the National Stadium, Surulere, in April, where eight startups received ₦45 million in funding. With its Aba execution, MTN has deepened access to opportunity and visibility for the next generation of business leaders.

 


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KidsCook Showdown 2.0 Set to Empower Public School Pupils with Culinary, Life Skills

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Dominion Consultancy Concepts has officially announced the second edition of the KidsCook Showdown, a unique educational and creative cooking competition designed to foster leadership, teamwork, creativity and accountability among children ages 6 to 8.

Following its successful debut in 2025, this latest edition marks a significant milestone by securing the official approval of the Lagos State Universal Basic Education Board (LASUBEB). For the first time, the initiative will shine a spotlight on public education, featuring 20 children within the ages of 6 to 8 years old, selected from 10 public primary schools across the Kosofe Local Government Area.

The KidsCook Showdown is far more than a typical cooking contest. Under the close guidance of professional chefs, the young participants will work in teams to tackle fun, high-energy culinary challenges.

Rather than focusing solely on the final dish, a panel of judges will evaluate the children on essential life skills: teamwork, confidence, time management, communication, and hygiene.

Speaking about the vision behind the program, Enitan Tanimowo, Director of Dominion Consultancy Concepts, emphasised the importance of introducing children to household chores early.

“Our goal is to inspire children to see cooking not just as a chore, but as a fun, creative way to develop themselves, learn discipline, and build confidence and these skills help them into the future,” Tanimowo stated.

“By expanding into our public schools with LASUBEB’s vital support, we are ensuring that children from all backgrounds get an equal opportunity to develop leadership and accountability in a structured, inspiring environment.”

Tanimowo added that the initiative directly aligns with the United Nations Sustainable Development Goals—specifically SDG 3 (Good Health and Well-being) and SDG 4 (Quality Education)—by using hands-on, practical learning to promote balanced nutrition and social development. The event is bringing together parents, teachers, and professionals to champion the next generation.

The grand scale of this edition is made possible through the robust corporate and media backing of industry-leading brands. This year’s KidsCook Showdown is proudly supported by Zuri Seasoning, Ribena, Channels TV, Integrated Indigo Limited, and other partners committed to youth development and impactful community engagement in Nigeria.

Together, these partners are helping transform the kitchen into a classroom where future leaders are shaped, one recipe at a time.

 


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