IATA has urged airlines to turn digital advances in retailing, payments and identity into better passenger journeys and stronger finances. The association outlined its priorities on October 28 at its World Financial Symposium and World Passenger Symposium in Macao.
AI assistants are changing how travellers discover and compare flights, making reliable data and control of customer relationships important for airlines. IATA says seven carriers are using or implementing Orders-based retailing systems, with more than 20 expected to follow from 2027.
Payments are another focus: airlines spend more than US$24.5 billion annually processing them, according to IATA. New methods can expand customer choice, but carriers must also consider costs, cash flow and risk. Settlement and revenue accounting should be integrated into retailing changes from the outset.
On digital identity, IATA says airport- and country-specific biometric systems limit the potential benefits. Wider adoption requires governments to issue and accept digital travel credentials. More than eight in ten passengers are interested in using a digital passport for check-in, the association says.
We examined similar coordination challenges in our aviation festival coverage, including connections between airlines, airports and border agencies. For passengers, the useful measure of progress is whether systems work together across a journey, reducing repeated checks and making booking or disruption handling easier.
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