Business travel technology in 2025

Should we be worried about technology taking over our travel experience?

If everything I read as a child had come true, then by now, we’d all be teleporting to our destination Star Trek-style, with our luggage conveniently appearing at our feet, having magicked our way quickly and seamlessly through immigration.

And though teleportation is yet to become a reality, there’s no denying that technology has transformed the way we travel over the last 20 years. From digital check-ins and biometric security to AI-driven customer experiences in the airport, business travel technology is used at pretty much every stage of the journey.

This has led me to wonder how far it will go and whether we’re handing over too much of ourselves for the sake of convenience, particularly when you factor in the increased use of artificial intelligence (AI).

Based on my recent reading, it has become apparent that lots of people still harbour great ambitions for more seamless travel experiences and are embracing this increased use of technology.

But I caution that these ambitions may come at a price and not just a monetary one.

What do today’s business travellers want?

When travelling anywhere, you want your journey to go as smoothly as possible, but when travelling for business, a seamless and stress-free journey can be even more important.

Perhaps that’s why, according to an Iata poll, 45% of travellers said immigration procedures should be completed before reaching the airport, and 36% feel the same about check-in.

Not only that, but three-quarters (75%) of travellers say they prefer using biometrics over traditional passports and boarding passes.

It might seem like a no-brainer, but the issue with technology (and trusted traveller programs in general) being used like this is that this is a two-way street.

Yes, your journey may be quicker and require less effort on your part, but you’re also sharing a great deal of your private information to make this happen.

Although many people are comfortable with this, I personally think that if we continue down this road, biometrics and AI will soon know more about us than we do.

So, do the benefits outweigh the cost?

There’s no denying that there are some benefits to sharing our information in this way.

Let’s face it: it won’t be long before your favourite coffee is delivered to you as soon as you walk through the airport doors, your meal is selected based on your preferences, and you’ll carry on watching that Netflix series on the in-flight entertainment system from where you left off at home.

But I ask again, how far will it go? How much are we prepared to give away and share about ourselves in the name of convenience?

For example, the increased use of artificial intelligence and the sharing of personal information through our devices can leave us vulnerable to cyber criminals who can also access these insights.

This is why it is positive to learn that over a third of travellers (39%) say they would only be more open to more biometric solutions if assured of their data’s security.

On another note, the Iata study found that 87% of travellers would be willing to check in a bag if someone collected it and delivered it to the airport for them.

My idea of this goes as far as handing my luggage to a taxi driver, but if I really have to check in a bag, I loathe the prospect of having to pay for someone to look after it for me. After all, you could just chuck a luggage tracker in the case, and you’ve done the job yourself.

But I will admit, as a travel agent, this is another benefit I have noticed. Although I can’t say the days of airlines losing your luggage are completely gone, I hardly ever hear “we have an issue with your luggage” nowadays.

It’s more likely to be that the traveller has left their bag in the bar or their passport in the hotel room safe.

Can biometrics trip us up?

Biometrics often means that the first time you show your passport is at the boarding gate, not a great time for you to remember that you left it at home or in that aforementioned hotel safe.

On the other hand, being asked for a paper copy of your ticket before you even enter the airport is a great way to ensure you remember your documents.

However, time moves on, and the Iata study also found that nearly half of those under 25 preferred biometrics over traditional passports and boarding passes.

Maybe that’s a good thing because, in my experience, their mobile phone is the only thing that most young people always remember to bring with them. So in that respect, perhaps biometrics is the better solution – just maybe not for older or more traditional travellers.

Are we willing to pay for change?

Another thing that constantly surprises me about passenger surveys is the apparent willingness to pay more to save the planet.

I say this because a Euromonitor survey found that nearly 80% are willing to pay at least 10% extra for sustainable travel features, yet less than 1% of passengers tick the British Airways box that pays for carbon offsetting.

So are today’s travellers really as green as they say they are, or have they yet to put their money where their mouth is?

On top of this, when it comes to buying extras, it appears that everybody wants something extra, but they don’t want to pay for it. For example, one increasingly common extra is stable onboard Wi-Fi, this is something that many want during a flight but are reluctant to pay for.

In fact, a study from Honeywell claims that 90% of people said constant connectivity during their flight was a must, yet only 68% will book their flight based on Wi-Fi availability.

So how come one-third of those travellers didn’t bother to check if it was available?

Well, perhaps they got tired of wading through the myriad of options now on offer from most airlines.

Are we facing choice overload, and how can we get past this?

I must confess, I’m not sure if it’s actually valuable to have so many different extras these days. This choice overload can lead to decision fatigue and, in many cases, actually results in decreased customer satisfaction.

That aside, if you do prefer to have a choice but don’t have the time to wade through all the options when booking business travel, you’re in the right place.

If you want us to sift through all those options for you instead, that’s our job, and we’ll gladly take on the task. We can act as your information filters and help you streamline your travel experience without requiring you to feed more of your personal information into a machine.

Get in touch with our friendly team today.