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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

General News

CAC Lists 15 Unregistered Firms Operating in Nigeria

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Corporate Affairs Commission (CAC) has warned Nigerians against dealing with 15 unregistered entities using company names and registration numbers that are not in the commission’s records.

CAC Lists 15 Unregistered Firms Operating in Nigeria

In a public notice signed by CAC Management, the commission said it had discovered the use of purported company names and RC numbers that are not registered with the CAC, urging the public to disregard them and verify all business information directly from its portal.

“The CAC remains committed to protecting the integrity of the Companies Register, upholding the law, and ensuring a safe and transparent business environment in Nigeria,” the CAC said.

According to the notice, the following are the entities not registered with the CAC:

Famas Services Nigeria Limited (RC: 216312)

Promo Dutch Investment Limited (RC: 396654)

Dialack Concept Nig. Ltd (RC: 297772)

Purpleheart Construction and Real Estate Mgt. Co. Ltd (RC: 1210548)

M/S Loktu Enterprises (BN: 373466)

Loktu Enterprises (BN: 400390)

Badatoyak Ltd (RC: 521322)

Johson Nats Limited (RC: 198492)

Peoples Club Nigeria International (CAC/IT/41191)

Jiba Enterprise (BN: 577523)

Civil Engineering Solutions Nigeria Limited (RC: 33001)

Gabdoff Hotel Ltd (RC: 112409)

Amoka Group (BN: 545221)

BEEC Nigeria Limited (RC: 30143)

  1. Adetunji (BN: 657466)

Explaining the reason for the commission’s publication, the statement noted that it aligns with its statutory role of maintaining an accurate and reliable companies register, protecting investors, and preventing fraudulent activities in the business environment.

The commission urged Nigerians to always confirm the status of any company or business name through its official portal.


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IHS Nigeria Leads Gender Based Violence Awareness Walk, Reaffirms Zero Tolerance with Advocacy Seminar

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Demonstrating unwavering commitment to a safe and dignified workplace, IHS Nigeria held an awareness walk followed by a high-impact seminar as part of activities to commemorate the global 16 days of activism to End Gender-Based Violence against women and girls.

The initiative underscored the organisation’s ongoing efforts to sensitize the community, educate employees, strengthen internal safeguards, and reinforce its zero-tolerance policy for all forms of harassment and abuse.

After the walk along Adeola Odeku and Idejo Streets on Victoria Island, employees convened for a seminar at the IHS Nigeria corporate head office, where Bukola Konkwo, Associate Director, Operations Excellence IHS Nigeria and one of the leaders of the Women in IHS Network (WIIN), reiterated the organisation’s position on gender-based violence in her opening remarks:

“Violence does not discriminate, and neither should our compassion. At IHS Nigeria, boldness is not just a value on paper, it is a call to action. We are intentional about ensuring every employee feels safe, respected, and empowered.”

The seminar featured two leading voices in Gender Based Violence advocacy. Titiola Vivour Adeniyi, the Executive Secretary of the Lagos State Domestic and Sexual Violence Agency and Nwanne Okafor, Victimologist and Gender Based Violence Advocate. Speaking during the seminar, Titilope stressed the urgency of prevention and education:

“Gender-based violence is not a special-class problem. Anybody can be a victim. Our responsibility is to know the signs, protect one another, and intervene early. When we know better, we do better.”

She also encouraged organisations to prioritise consent education, confidential reporting, and background checks, practices IHS Nigeria has already integrated through its Safe Zone Committee, a confidential support system for staff.

Nwanne Okafor, also spoke on the role of colleagues in recognizing and responding to abuse in the workplace:

“Many victims don’t need you to fix their situation, they need your support, your sensitivity, and your discretion. Speak up when necessary. Silence gives violence permission.”

Her session included real-life cases that underscored how abuse affects workplace productivity, mental health, and safety.

The awareness walk, saw both male and female staff members from across various departments marching in solidarity with survivors and advocates worldwide  and served as a public declaration of IHS Nigeria’s commitment to building a culture rooted in respect, safety, and accountability.

Reinforcing IHS Nigeria’s stand, during her  closing remarks, Titilope Oguntuga, Director, Sustainability, IHS Nigeria, captured the spirit of the event:

“This conversation doesn’t end today. Now that we know better, we must all do better, by advocating, supporting, and actively contributing to a workplace free of violence in any form.”

IHS Nigeria continues to strengthen its internal systems, policy frameworks, training programs, safe reporting channels, and continuous awareness sessions, to ensure that every employee is protected and empowered. The organisation reaffirms its zero-tolerance policy for any form of harassment, abuse, or violence, and remains committed to leading the corporate sector in progressive, people-centered safety standards.


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Nigeria’s GDP Rises to 3.98% in Q3 2025, Driven by Agriculture, ICT, and Finance

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Nigeria’s economy expanded by $3.98$ per cent in the third quarter of 2025, according to the latest Gross Domestic Product (GDP) report released by the National Bureau of Statistics (NBS) on Monday.

Nigeria’s GDP Rises to 3.98% in Q3 2025, Driven by Agriculture, ICT, and Finance

GDP

This growth rate marks a slight improvement from the $3.86$ per cent recorded in the same period of 2024.The report highlights a mixed but generally positive recovery across key sectors. Aggregate GDP in real terms stood at ₦57.03 trillion, up from ₦54.85 trillion in Q3 2024.

The Services sector remained the largest contributor to overall output at $53.02$ per cent, followed by Agriculture at $31.21$ per cent. Key growth drivers included crop production, telecommunications, real estate, trade, and financial services.

The non-oil sector continued to be the main engine of the economy, expanding by $3.91$ per cent. This strong performance outpaced both Q3 2024 ($3.79$ per cent) and Q2 2025 ($3.64$ per cent). Agriculture grew by $3.79$ per cent, driven predominantly by crop production.

The Information and Communication Technology (ICT) sector posted a particularly strong real growth of $5.78$ per cent, with its contribution to real GDP rising to $9.10$ per cent. Furthermore, Financial and Insurance Services recorded a significant real growth of $19.63$ per cent.

In contrast, real growth in the Manufacturing sector slowed to $1.25$ per cent, down from $1.74$ per cent in the previous quarter.

The oil sector posted a real growth of $5.84$ per cent, a marginal increase from $5.66$ per cent in Q3 2024. This growth was linked to an average crude oil production rise to $1.64$ million barrels per day (mbpd), up from $1.47$ mbpd a year earlier.

Despite this positive change in output, the sector’s contribution to real GDP remains modest at **$3.44$ per cent$.Statistician-General of the Federation, Prince Adeyemi Adeniran, noted that while most sectors sustained positive momentum, growth remains uneven.

Strong gains in ICT, finance, agriculture, and trade were crucial in stabilizing overall output. This data aligns with projections from the International Monetary Fund (IMF), which, in October 2025, revised Nigeria’s 2025 growth outlook upward to $3.9$ per cent, citing higher oil production, stronger investor confidence, and a supportive fiscal stance as key drivers.


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