Home|Passport to connectivity|Passport to connectivity | What travelers expect from eSIM solutions

Chapter 3

What travelers expect from eSIM solutions

Understanding and exceeding customer expectations

For today’s travelers, staying connected is more than just a convenience—it’s essential to a smooth, worry-free journey. As travelers increasingly expect reliable connectivity with fast data speeds wherever they roam, the demand for easy, customizable solutions like eSIMs is on the rise. With traditional roaming fees, service limitations, and physical SIM swaps often creating friction, eSIM technology offers a solution that eliminates these barriers.

But to truly meet travelers’ expectations, online travel companies must understand the factors that drive customer satisfaction with eSIMs.

Our survey results highlight the top features that travelers prioritize when selecting a connectivity solution, showing a clear path for travel companies to create an exceptional travel experience.

Global coverage | 60%

Travelers want to know they’ll enjoy local quality coverage wherever they travel. Global eSIM coverage allows them to stay connected without switching SIM cards or enduring unexpected service interruptions.

Customer service | 52%

Reliable support is essential, especially for travelers navigating unfamiliar locations or time zones. They need the reassurance of 24/7 assistance to resolve any issues that may arise with their eSIM.

Ease of activation and use | 48%

The ability to easily activate and manage connectivity without complicated steps is critical. Travelers appreciate eSIM solutions that are quick to set up and require minimal maintenance.

Data speed | 43%

For travelers who rely on seamless access to apps, maps, and video calls, data speed is a top priority. Fast and stable data ensures they can navigate, communicate, and share experiences without delays.

Affordability | 42%

Cost is always a key consideration for travelers. Providing customers with transparent, competitive pricing means allows them to select the plan that’s right for them.

By addressing these needs, travel companies can position their eSIM offerings as a valuable addition to any journey.

When travelers trust that their connectivity needs will be met, they’re more likely to view the travel company as a partner in their journey, building loyalty and satisfaction.

Strategic priorities reveal customer-centric focus

When entering the Travel eSIM market, almost a quarter of companies prioritize personalization and customer loyalty, highlighting the industry’s focus on enhancing the customer relationship rather than seeing the technology as a pure revenue driver.

Personalization in travel isn’t just about destination recommendations or tailored itineraries—it extends to connectivity as well. With eSIM technology, travelers can choose data and call packages that meet their specific needs, adding a layer of customization that reflects a company’s commitment to individualized service.

For instance, frequent business travelers may prioritize high-speed data, while leisure travelers may opt for broader international coverage. By offering such options, companies can help travelers shape their connectivity to fit their personal travel style, deepening customer loyalty and satisfaction.

An eSIM solution that combines global reach, ease of use, and the ability to tailor services to individual travelers’ needs can become a powerful tool for retaining customers in a competitive market.

Passport to connectivity

Chaper 1 | How Travel eSIM are changing the game for global travel brands

Passport to connectivity | The current Travel eSIM landscape

Chapter 2 | Adoption rates show promising growth

Passport to connectivity | Key challenges facing online travel companies

Chapter 4 | Customer onboarding and education are leading cause of friction

Passport to connectivity | Future outlook

Chapter 5 | A strong appetite for new partnerships