A new study by Airport Dimensions has found that over 66% of passengers are concerned that airports are being too crowded over the last two years.
The Airport Experience 2025 study (AX25) polled over 10,000 travellers and found that more and more are turning to lounges to escape overcrowding in airport terminals.
Over 42% of respondents say that used an airport lounge in the last two years with 62% saying that would consider paying for premium service at airports to enhance their experience.
The survey also showed passengers were increasingly aware of underused space at airports which could be used to provide more seating areas, something that 51% of travellers put as their top request for airport improvements.
One other interesting factor in the survey was that over half of those surveyed (56%) say that wanted to use digital tools to help to enhance their experience with many wanting a single digital app that can be used to access all avialble services in the airport such as queue tracking, lounge access and fast track security.
Stephen Hay, Global Strategy Director at Airport Dimensions, comments: “The data shows that enhancing the airport journey is no longer a luxury – it’s becoming a core expectation. We’re seeing strong interest in premium amenities across a broad range of markets, including in places like Spain where uptake has historically been lower. This signals a real shift in traveler mindset, and growing demand for premium experiences globally.”
The results of AX25 clearly show travellers do see the airport as part of the holiday or trip experience and many are prepared to pay for premium services where they provide value for money and are easily accessible but more needs to be done to improve the overall airport experience for passengers at busy airports where passengers are often left standing at gates without enough seating or waiting in long queue for security.
