The top three payment pain points causing frustration at the airport

For travellers, the airport should be a straightforward gateway to their destination – efficient, convenient and, ideally, stress-free. But for many, the airport is where the customer experience breaks down, particularly when it comes to paying for ancillary airline services. From baggage fees to seat upgrades, the process of paying for extras is often clunky, outdated, and far more stressful than it needs to be.

There are three main payment pain points that are holding down revenues and potentially affecting reputation, according to the recently published report ‘Retailing ready: towards traveler-centric airport payments’, jointly commissioned by Worldline and Outpayce from Amadeus.

Let’s take a look at each of these in turn, and the effect they have on airlines’ success.

Pain point 1: ‘walk across the terminal’ syndrome

One very common frustration is the need to physically move to another location within the airport terminal just to make a payment. More than half (54%) of travellers surveyed for our report said they had been asked to walk to another area of the airport to complete a transaction, often for something as basic as paying for excess baggage or a last-minute upgrade, at least once in the past two years. Nearly a quarter (23%) of travellers said they had been asked to do so more than once in the past two years.

This requirement not only disrupts passengers’ journeys, but also creates unnecessary queues, stress, and delay in an environment already fraught with time pressures. One traveller interviewed for the report put it plainly: if they had to move location to pay for an upgrade, they wouldn’t fly with that airline again.

Pain point 2: lack of payment choice

Another major source of friction for travellers is the inability to use the payment method of their choice. Travellers today are increasingly accustomed to paying with digital wallets, contactless cards, or even mobile-initiated links – methods that are fast, secure, and integrated with loyalty or travel apps. Yet many airports still rely on outdated infrastructure.

A striking 57% of those surveyed for our report said they had been asked to pay for ancillary services by swiping their card using a mag-stripe reader in the past two years – a practice considered insecure in many parts of the world.

While contactless card payments are the most popular method overall (cited by 46% of survey respondents), more than one-third (35%) of travellers surveyed indicated a preference for paying via digital wallet. Moreover, 45% said they would be more likely to purchase an ancillary service at the airport if they could use their preferred method of payment. Simply put, inflexible payment options are driving down conversions and creating friction at the exact moment travellers expect convenience.

Pain point 3: balancing security with convenience 

Today's travellers do not expect to have to trade off data security and ease of use – both are now expected. Many passengers view older forms of payment in use at airports, especially mag-stripe transactions, as vulnerable to fraud. Some cited experiences with card skimming at gas stations and other unattended terminals, expressing a strong preference for contactless payment methods that use biometric authentication.

Our report found that data security was the most important factor when paying for airline extras at the airport (cited by 37% of respondents), while money being protected was the third-highest factor (30%). Convenience was second (33%) and speed of payment was fourth (30%). This reinforces the need for airlines to offer payment solutions that do not compromise on either front.

How do these affect airlines … and what can they do?

The consequences of failing to address these pain points are real and measurable. More than half (56%) of travellers we surveyed said they had experienced an airline waiving a fee for an ancillary service because the airline couldn’t accept payment at the point of need. Given that travellers estimate that they spend an average of €250 on ancillary services when at airport or on a flight, this represents a significant potential loss of revenue. And beyond the numbers, the reputational damage caused by frustrating payment experiences can influence long-term customer loyalty.

Airlines have an opportunity to turn these pain points into competitive advantages. Solutions like Airport Pay, developed by Outpayce from Amadeus in partnership with Worldline, enable carriers to offer a consistent, secure, and flexible payment experience across more than 100 markets. Integrated directly into the airline’s systems, Airport Pay supports EMV-compliant card and mobile wallet transactions, as well as remote payment via QR codes or SMS links. The result is faster check-ins, shorter queues, and a payment process that supports, not hinders, the passenger experience.

As airlines continue their evolution into modern retailers, fixing the fundamentals of in-person payment should be a priority. Travellers are ready to spend, but only if paying is fast, familiar, and secure. Addressing these three core pain points is the first step towards making the airport payments experience as smooth as the journey that follows.

Download our full 'Retailing ready: towards traveler-centric airport payments' report to discover how airlines are rethinking payments at every touchpoint.