The Amadeus Outpayce - Payments at the Airport Report 2024 highlights significant challenges and opportunities in airport payment systems. Based on a survey of 4,500 travelers across France, Germany, the UK, the US, and Singapore, along with in-depth interviews with airline payment experts, the report explores pain points, traveler expectations, and future innovations in airport transactions.
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AmadeusThe Amadeus Outpayce – Payments at the Airport Report 2024 highlights significant challenges and opportunities in airport payment systems. Based on a survey of 4,500 travelers across France, Germany, the UK, the US, and Singapore, along with in-depth interviews with airline payment experts, the report explores pain points, traveler expectations, and future innovations in airport transactions.
Read report here
Key Findings and Statistics
1. Payments at Airports Need Modernization
- 54% of travelers reported being asked to walk to another area of the terminal to make a payment at least once in the last two years.
- 23% experienced this issue multiple times, leading to frustration and a disrupted airport experience.
- The lack of integrated payment solutions forces travelers to switch locations, impacting customer satisfaction and airline efficiency.
2. Limited Payment Options Create Barriers
- Many airport payment terminals do not support digital wallets like Apple Pay and Google Pay.
- 57% of travelers were asked to pay using a magstripe reader, an outdated and less secure payment method.
- 45% of travelers said they would be more likely to purchase ancillary services if they could use their preferred payment method, while 14% would be far more likely to do so.
- Preferred payment methods at the airport:
- Contactless card payments (46%)
- Chip and PIN card payments (44%)
- Digital wallets (35%)
- Cash (28%)
3. Revenue Leakage Due to Payment Limitations
- 56% of travelers have experienced airlines waiving fees because they were unable to accept payment.
- 23% have had this happen more than once in the last two years.
- Poor payment infrastructure leads to significant revenue loss, particularly with ancillary services like baggage fees, seat upgrades, and in-flight purchases.
4. Travelers Expect Faster and More Secure Transactions
- 30% of travelers prioritize speed of payment, while 37% value data security when making transactions.
- 33% seek convenience, while 26% want assurance of no additional fees for certain payment methods.
- A growing number of travelers prefer secure digital payment options, reducing reliance on physical cards.
5. Future of Airport Payments: Digital and Seamless Transactions
- Airlines are expected to transition towards seamless mobile payments, with digital wallet integration and invisible transactions (similar to Uber).
- Roaming airline agents equipped with tablets will enable mobile transactions, allowing real-time personalized offers and in-terminal payments.
- Soft POS (Point of Sale) solutions will allow agents to accept payments directly via their mobile devices.
- 39% of travelers would prefer receiving disruption compensation via a virtual card instead of traditional paper vouchers.
Transforming the Payment Experience
The airport retail environment is evolving, with a focus on making payments frictionless, secure, and adaptable to traveler needs. Airlines and airports must embrace modern digital payment technologies to enhance customer experience, increase ancillary sales, and streamline operations. By integrating real-time payment solutions, offering greater payment flexibility, and reducing unnecessary friction, the industry can move towards a more efficient, traveler-friendly future.
Source: Outpace / Amadeus
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