Automation technology in Hong Kong airport helps boost traveller spending: report

Around 31% of travellers also say they feel more relaxed due to automation and therefore are more willing to treat themselves.

Automation technology made 56% of travellers increase spending in the Hong Kong airport, as extra free time brought extra spending, said Priority Pass’s research report.

Benefits and exclusive experience brought by automation could build strong customer loyalty, with 87% of the respondents agreeing that they rely on unique rewards when they make consumption decisions.

Around 79% of travellers identify fast-track security as the main automation function improving their experience, followed by 72% and 68% of respondents valuing automated baggage drops and advanced security scanners, respectively.

Over half of Hong Kong travellers gain an extra 10-30 minutes per journey thanks to automation technology, whilst 61% of the passengers use their spare time to dine or have a drink. 

Some 44% of them choose to shop, and 39% said they will visit an airport lounge.

Moreover, 31% of Hong Kong travellers also say they feel more relaxed due to automation and therefore are more willing to treat themselves.

The global airport automation market size is projected to surge from US$55.05b in 2025 to US$85.12b by 2033, fuelled by rising passenger expectations and investment in digital infrastructure.

However, 63% of Hong Kong travelers still consider human presence as vital for customer service and conflict resolution, while 39% prefer human support when they need assistance.

Our research shows that technology has an outsized impact on shaping travel experiences and spending behavior in Hong Kong, whilst connection, trust, and service continue to play critical roles in determining how travelers respond to these innovations.