Contactless travel: The modern end-to-end experience

Contactless travel has moved from innovation to expectation. Business travelers now expect journeys that are digital by default, intuitive to navigate, and supported by real-time information across every stage of travel.

According to the SITA 2025 Passenger IT Insights report, passengers increasingly want travel experiences that mirror their everyday digital lives, with shorter waits, seamless mobile interactions, and greater visibility throughout the journey

What is contactless travel?

Contactless travel refers to the use of digital, mobile, and self-service technologies that reduce physical touchpoints and manual processes across the end-to-end journey.

In business travel, this includes mobile booking and approvals, digital identity and biometrics, contactless airport processing, mobile hotel access, digital payments, automated expense capture, and real-time traveler communications, all connected to support a seamless experience.

Why contactless travel has become standard in business travel

Passenger expectations have shifted permanently. SITA research shows that:

• 64% of passengers want shorter waiting times at airports
• 42% want a single booking across multiple modes of transport
• 35% want real-time journey updates delivered through one digital app

These expectations align closely with business travel priorities, where efficiency, productivity, and traveler well-being must be balanced with policy compliance and duty of care.

Contactless travel before the trip: booking and preparation

The contactless journey now begins days before departure.

SITA’s findings confirm that passengers no longer start their journey at the airport. They start it on their phone. Mobile use for booking, bag information, and journey management continues to rise, particularly among business travelers and frequent flyers

Digital booking and preparation tools allow travelers to:

• Book and amend trips on mobile devices
• Receive policy guidance at the point of decision
• Access real-time itinerary updates and reminders
• Prepare documentation and identity information in advance

For organizations, this reduces friction while improving compliance and visibility.

Contactless experiences at airports and airlines

Airports remain one of the most visible examples of contactless travel in action.

According to SITA:

• 79% of passengers are comfortable storing their passport on their phone
• 78% are willing to share digital identity and biometric data ahead of travel
• Use of biometric technology across check-in, border control, and boarding continues to increase year-on-year

Passengers consistently report that biometrics, self-service bag drop, mobile boarding passes, and automated gates reduce queues and stress, particularly during peak travel periods.

Contactless hotels and ground transport

Contactless expectations extend beyond the airport.

Mobile hotel check-in, digital room keys, app-based service requests, and contactless payments have become baseline expectations, particularly for frequent and business travellers.

SITA data also shows growing demand for intermodal journeys, with nearly 70% of passengers planning at least one intermodal trip, and 42% wanting a single, digitally connected ticket across air, rail, and road

This reinforces the need for connected, end-to-end journeys rather than fragmented travel segments.

Contactless payments and expense management

One of the most practical benefits of contactless travel for business programs is the integration of payments and expenses.

Digital payment methods and automated expense capture:

• Reduce reliance on paper receipts
• Improve accuracy and timeliness of reporting
• Support faster reimbursement
• Provide clearer spend visibility

These efficiencies matter as travel volumes grow and organisations look to streamline back-office processes.

Contactless support during the journey

Contactless does not mean disconnected.

SITA’s research highlights that while passengers value self-service, they still want support at stressful moments, such as disruptions, bag issues, or border checks. The ideal experience combines digital tools with timely human support.

Real-time alerts, proactive disruption management, and self-service changes enable faster resolution while maintaining a consistent traveller experience.

How technology connects the end-to-end journey

The true value of contactless travel lies in integration.

When booking platforms, supplier systems, traveler communications, and data flows are connected, organizations can:

• Anticipate issues earlier
• Guide travelers toward better choices
• Improve duty of care visibility
• Deliver consistent experiences across regions

SITA’s report reinforces that journeys move fastest when data flows seamlessly between passengers, airlines, airports, and partners, creating trust and reducing friction across the ecosystem

The future of contactless travel

As digital identity, automation, and intelligent decision support continue to mature, contactless travel will become even more embedded in business travel programs.

SITA’s findings show that passengers are not testing these capabilities anymore, they expect them. Digital-first journeys, real-time information, and connected experiences are now the baseline for modern travel.

Contactless travel is no longer a feature. It is the foundation of how business travel operates today.

 

*Updated January 2026*