The aviation industry is experiencing high growth, with millions of people traveling by air every day. Statista revealed that the total air passenger traffic as of December 2024 reached 220 million in India, with 153.7 million being domestic passengers and 66.7 million international travelers.
As the number of passengers continues to rise, so do the challenges that airports face in maintaining smooth operations. Common issues such as long security lines, delayed flights, lack of amenities, or poor customer service can create frustration for travelers.
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These negative experiences not only affect passenger satisfaction but can also influence an airport’s ranking and overall reputation, which is why it is important to collect real-time passenger feedback and rectify their issues to enhance visitor satisfaction.
What are the Benefits of Collecting Real-time Passenger Feedback
Real-time feedback is collected right after the passenger has used a service, experienced a difficulty, or interacted with something at the airport. Let’s have a look at the common benefits of collecting real-time feedback from passengers for airports:
Gather Genuine Feedback
The primary benefit of gathering real-time feedback from the passengers is that you can get genuine, unfiltered responses immediately. According to a study conducted by Gartner, it was revealed that real-time feedback is 40% more accurate compared to customer feedback the next day.
As the visitors are in-the-moment, their responses are likely to be very genuine. This would not be the same case if the visitors were to give feedback a few days later. This is why many businesses often prefer to collect real-time feedback from their customers.
Enhance Passenger Satisfaction
One of the major benefits of gathering real-time passenger feedback at airports is instant communication, which can increase visitor satisfaction. There are a few factors that affect the satisfaction of passengers at the airport such as speed of the processes (check-in, check-out, boarding gate, etc.), ease of navigation, availability of the amenities, information desk, and quality of the services.
For instance, if a passenger is experiencing issues with baggage and gave real-time feedback, staff can come up with a solution as soon as possible after assessing the situation. Even if there is no immediate solution, letting passengers know that you are handling their issues and giving updates will turn their negative experience into a positive one.
As a result, when passengers feel that their problems are being heard and necessary actions are being taken, this will enhance their satisfaction level.
Make Improvements
With the help of airport passenger feedback software, airports can know what are the common issues that passengers are facing. For instance, some of the most common issues almost every other passenger experience at the airport are lengthy security lines, flight delays or cancellation, lost or delayed baggage, going to the wrong terminals, and more.
This will help airports know more about the visitors and the issues they are facing. As a result, after gathering the feedback, airports can make changes to the existing processes in order to improve the visitor experience.
Improve Airport Ranking
Another important reason why collecting real-time passenger feedback is important is due to airport ranking. Visitor satisfaction directly impacts the airport’s rank, where high satisfaction implies better rankings and vice versa.
According to the World Airport Survey, customers picked Hamad International Airport as the best airport in the world of 2024. On the other hand, Compare the Market study revealed Ninoy Aquino International Airport (NAIA) as one of the worst airports in the world with a 0.24/10 score.
Real-time feedback is essential for airports to understand what issues passengers are experiencing, which they can use to make certain changes to improve their services. This, in turn, will improve the quality of airport services and increase the airport’s ranking.
Strengthen Visitor Retention Rate
When passengers are satisfied with their experience, they are going to use the same airport for all their flying needs. Dissatisfied passengers are going to fly through another airport. So, gathering feedback and resolving major issues can keep the visitors satisfied, which strengthens retention rate.
Put a Full Stop to Negative Reputation
How many times have you stopped yourself from buying a product or trying something from a brand after seeing a negative review or low rating? This is the same thing that happens when airports get a negative reputation.
If passengers repeatedly have negative experiences or come across a negative rating, they may avoid flying through that airport in the future, which can lead to a loss of business for airports. By collecting real-time passenger feedback and addressing their issues, it is possible to halt visitors from giving a negative review.
Increase Brand Image
Airports can collect real-time feedback from visitors, make improvements, and keep visitors happy with the services provided to enhance brand image. Word of mouth and reviews goes a long way so prioritizing passenger’s satisfaction can enhance reputation and prevent long-term damage to the brand image.
3 Different Ways to Collect Real-time Passenger Feedback
Now that you know the various benefits of collecting real-time feedback from passengers, let’s learn about the different ways on how to gather feedback:
Real-time Surveys
Real-time surveys are undoubtedly one of the best ways to gather real-time feedback instantly. There are various types of real-time surveys you can conduct using airport passenger feedback software, such as:
- Pop-up Surveys: These surveys will pop up when the customer is using the website and can help you collect genuine responses.
- Kiosk Surveys: You can place kiosks at different places in the airport like near the boarding gates, information desks, food court, lounge, and more. This will help visitors give feedback when they face any difficulty in the airport.
- Email Surveys: You can send surveys via email to visitors or passengers who recently visited or traveled through the airport.
Live Chat
Using passenger feedback software, airports can offer a live chat option to visitors which the visitors can use to reach out to the respective people if they experience any issue. Similarly, staff or automated bots can interact with the visitors to know how their experience at the airport was like.
Social Media Accounts
Another best way to gather real-time feedback from passengers is by monitoring social media accounts. For instance, many frustrated visitors are likely to comment about the difficulties they faced under the official airport social media channels. That is why you should monitor the comments and other interactions to get real-time feedback.
Conduct Real-time Surveys with piHappiness
Factors like efficiency, cleanliness, and the quality of services play a crucial role in determining how satisfied passengers are with their experience at an airport. It is important for airports to offer quality services and keep their passengers satisfied. For that, it is best to acquire real-time passenger feedback and make the required improvements.
If you want to collect real-time feedback from the visitors and are wondering how to gather it, we recommend using piHappiness. It is a high-end and feature-rich customer feedback software with which you can conduct real-time surveys via 6 different channels and track advanced analytics.
This software offers multilingual surveys with different types of questions and premade templates for various industries. Also, you can customize the survey questions, designs, and even themes. You can schedule a demo and also try out the free templates offered.
