Consumer experience Among the other priorities competing for aviation executives’ attention, both airlines and airports have flagged passenger experience as an area of focus, including before flying, with enhancements on booking systems and apps, and while travelling both on the ground and in the air. The focus of recent improvements has increasingly revolved around improving the size, comfort and offer of premium classes due to the surging demand for premium products (+43% growth in premium passengers in mid-2024 compared to a year before) and the higher proportional contribution of the segment to revenue.111 However, it is worth noting that this trend differs by region: North America is seeing a gradual phase-out of first class seats112 and affordability remains a key priority in emerging markets. Within this context, the sector has started to explore how to capitalize on the potentially higher willingness of premium or frequent flyers to pay a premium for their air travel, including for more sustainable travel choices. This has resulted in a growing trend to embed sustainability into passenger retention programmes, including through the award of bonus miles for SAF purchases as part of frequent flyer schemes for some airlines, starting from 2025.113 due to increased turbulence – a recurring theme picked up by the news in 2024. Following a number of heavy turbulence episodes that entailed hospitalizations and casualties in the last year, several airlines are introducing changes to operations and onboard services.110 As the likelihood and frequency of severe weather events is expected to increase, some of the stakeholders interviewed expect the topic of climate resilience in aviation to assume a higher priority in executives’ agendas going forward. This is not expected to compete with or deter climate mitigation action – rather, it is seen as an opportunity for the industry to engage on the topic of aviation sustainability with a wider pool of stakeholders that may be affected by climate disruptions at airports, such as insurance companies, public transport operators and hospitality providers. Today's airports, many of them now decades old, are not equipped to handle the extreme weather increasingly affecting their operations. The heightened risk posed by these events will require airports to clearly articulate, plan and adequately fund measures to improve weather resilience, ensuring climate change adaptation features prominently in asset renewal and new facility design. This presents an unmissable opportunity for collaboration and design innovation, further enhancing safety and protecting the vital economic role of airports. Justin Jones, Global Aviation Market Director, AtkinsRéalis Airport resilience is rooted in embracing technological advancements, committing to sustainable practices, and fostering an adaptive, forward- thinking operational culture. Our comprehensive strategy focusing on digitalization and sustainability aims to transform Sofia Airport into an efficient, eco-friendly and resilient hub, capable of meeting the evolving needs of the aviation industry. As we look at the coming years, this holistic approach ensures that the airport is not only prepared for unforeseen events but is also positioned to lead in innovation and passenger satisfaction. Jesus Caballero, Chief Executive Officer, Sofia Airport Labour shortages and skills gaps In 2024, the aviation industry continued to face significant challenges related to labour shortages and skills gaps that are having an impact on both airports and airlines across regions (from India to Australia).114,115 Alongside pilots and cabin crew, vacancies were high for aircraft maintainers – an issue that has affected both the military and civilian sectors for several years .116,117 As passenger numbers increase, new airlines launch and new routes open, some of the stakeholders interviewed for this report were concerned that staffing shortages could get worse in the coming years –aligning with forecasts by ICAO that the sector will need 480,000 new technicians and over 350,000 pilots by 2026.118 Existing and new airlines have ongoing recruitment campaigns. One example is Saudi Arabia’s new carrier, Riyadh Air, which is expected to begin operations in 2025 and is actively recruiting 700 new pilots.119 3.3 Social issues Global Aviation Sustainability Outlook 2025 33