Passengers have high expectations when it comes to flying and technology in 2026 shows a new study which found travellers expect a digital-first seamless experience, where services, information, and engagement remain consistent from check-in to landing.
Aviation solutions watchdog Moment has revealed the four trends it says will transform the aviation passenger experience in 2026.
The first is the continued rise of smart phone use, moving from a check-in option to something that can help passengers manage their entire journey, from loyalty identification to payments, support, and post-trip interactions.
For airlines, Moment says this highlights the need for in-flight systems to be ‘bring your own device-first’ and aligned with mobile usage patterns.
The next trend is in-flight connectivity becoming a basic expectation, considered an integral part of infrastructure rather than a premium feature.
And, Moment adds, it must not only be offered but also reliable. “Messaging must work, browsing must remain usable, and digital services must stay accessible throughout the flight.”
It also tips the rise of ancillary and artificial intelligence, with the report stating that AI-driven personalisation allows airlines to move from static ancillary menus to adaptive retail experiences, informed by passenger profiles, route context, time of flight, and real-time behaviour.
“What determines performance is no longer the breadth of the catalogue, but the airline’s ability to match the right offer to the right passenger, at the right moment.”
The final trend identified was onboard content shifting from just entertainment to a strategic lever for engagement and destination connection.
. . . Specialised IFE
Rather than offering generic libraries, airlines are increasingly refining content that reflects destinations, like films shot there and regional documentaries.
“In this model, onboard entertainment becomes part of the travel experience itself,” says Moment.
“It strengthens emotional engagement, supports destination storytelling, and can even reinforce onboard retail and services linked to the arrival location.” See the Moment report HERE.
