Collinson’s Travel Sentiment Survey

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As lockdowns are eased in many countries and travel continues to recover, it is essential to understand exactly how the COVID-19 pandemic has impacted the traveller sentiment. Insights to this can help us understand how we can create environments that will help travellers feel more confident about returning to the skies. 

Collinson has carried out a global research project to gain a comprehensive insight into traveller attitudes. More than 22,000 Priority Pass Members around the world took part in the Travel Sentiment Survey, sharing how COVID-19 has affected their travel plans, and revealing what airlines and airports need to do to make them feel safe to resume air travel. 

Ready to fly

The good news is that travellers are looking forward to flying again once international travel bans are lifted. 71% of respondents to the Travel Sentiment Survey said that they would be willing to fly in the next six months, while almost a quarter (24%) would be happy to fly immediately once the travel bans come to an end. 

Where travellers are expected to fly less in the future, the number one concern was the imposition of travel restrictions and quarantine; an unpredictable factor which airlines and airports cannot influence. However, the research does also highlight areas where we can take steps to give travellers more certainty and confidence.

Reassuring travellers at the airport

To gain more confidence, survey respondents want to see social distancing enforced at every stage of the airport customer journey. Sanitising protocols, such as compulsory face masks, need to be in place. Travellers also want to be able to access to self-contained private areas, such as airport lounges. 

In fact, travellers are reported to view airport lounges as central to safer air travel. Almost 7/10 respondents would be willing to pay more to access a lounge in order to reduce interaction with other passengers, while more than half of the survey respondents (57%) say that they would plan to use their lounge access more often. 
At every stage of the airport journey, contactless experiences are also essential to travellers.

The number one expected change in air travel behaviour will be the greater use of contactless and digital interfaces such as online check-in and self-service bag check. As we recognise and acknowledge these desires and expectations, we have updated the lounge access journey by rolling out a no-signature process at point of lounge visitor check-in, as part of the Contactless Journey within our recommended Airport Lounge Health & Hygiene Standards.

Safety in the skies

It is further recommended that airlines must address issues that may influence travellers’ reluctancies to resume flying. Nearly 60% of the survey respondents are concerned about their experience within an aircraft which is reported to be the number one concern about air travel. To help provide peace of mind, respondents want to see airlines reduce onboard capacity, introduce pre-boarding passenger temperature and make facemasks compulsory for the entire duration of flights. 

Lounges will spur the return of flying

The insights contained in the Travel Sentiment Survey Report offer important hints for how airports and airlines can build traveller confidence.  By providing the experiences that travellers want and expect, airport lounges will play a pivotal role in encouraging the return of air travel. You can download and view the complete report here.