Are Passengers Satisfied with the Airport Experience?
Listen to passenger voice at every touchpoint
Problem
Your Customers Aren't Telling You the Truth
The biggest challenge in your industry is that dissatisfied customers stay silent. 96% of unhappy customers never complain β they either never return, or go straight to Google with a negative review.
Why traditional methods fail:
- Security Queue Stress: Passengers wait 45 minutes in line, fear missing their flight.
- Check-in Confusion: Kiosk not working, staff unavailable. Passenger starts the journey stressed.
- Terminal Wayfinding: Gate changed but announcements are unintelligible. Passenger runs to the gate at the last minute.
- Lounge and Comfort Areas: Waiting areas are crowded, no power outlets, limited food options.
As a result, businesses keep repeating the same mistakes without ever learning the real reasons behind customer loss.
Solution
Feedback at Every Point of the Airport Journey
CustomerEcho captures your passengers' experience from check-in to security, lounge to gate.
How it works:
Capture
Collect feedback at key touchpoints with QR codes - no apps needed, just scan and share in 30 seconds.
Analyze
AI automatically categorizes feedback, identifies trends, and highlights urgent issues requiring attention.
Connect
Link feedback to specific locations, staff, or services to understand exactly where improvements are needed.
Act
Get instant alerts for critical issues, enabling your team to resolve problems before customers leave.
You receive feedback while customers are still on-site β giving you the chance to intervene and turn a negative experience into a positive one.
3.8/5
Average airport satisfaction
15-25%
Satisfaction increase potential
10-20%
Touchpoint feedback rate
Real-time
Instant analysis
Real-World Scenarios
These aren't hypotheticals. These situations happen every day in businesses like yours:
Security Bottleneck
Security queue reaches 40 minutes during morning rush. Passengers are stressed.
Passengers fear missing their flight. Post on social media: 'X airport is chaos.'
Similar Situations
Waited 45 minutes, only 2 lanes were open.
Nobody told me I needed to take my laptop out separately.
Staff was rude, I was already stressed.
With CustomerEcho, collect feedback via QR code at security exit. Measure wait time, staff attitude, and process clarity.
Gate Change Confusion
Passenger's gate changed at the last minute. Announcement was unclear, app notification came late.
Passenger waited at the old gate, ran to the new gate at the last minute. Luggage was left behind.
Similar Situations
Announcements are completely unintelligible, sound like static.
Gate information on the screen updated 10 minutes late.
Couldn't get information from staff, everyone was busy.
With CustomerEcho, collect feedback in gate area. Track announcement clarity, information screens, and staff assistance.
Lounge Disappointment
Business class passenger entered the lounge. Crowded, food was gone, WiFi is slow.
Paid for premium ticket, couldn't get premium experience. Started thinking negatively about the airline.
Similar Situations
Lounge was packed, couldn't find a seat.
Hot food options were finished.
WiFi was too slow, couldn't join my meeting.
With CustomerEcho, collect feedback at lounge exit. Measure comfort, food, beverages, and workspace quality.
What Feedback Can You Collect?
Customer Echo's AI engine automatically categorizes every piece of feedback. Instead of vague "overall satisfaction" metrics, you get concrete, actionable insights.
Check-in and Baggage
Check-in procedures and baggage drop
Example topics: Kiosk availability, Staff competence, Queue time, Baggage drop speed
Security
Security checkpoint experience
Example topics: Wait time, Process clarity, Staff attitude, Number of lanes
Terminal Areas
Waiting areas and comfort
Example topics: Seating, Power outlet access, Cleanliness, Wayfinding
Food and Beverage
Restaurants and cafes
Example topics: Prices, Variety, Service speed, Quality
Why Customer Echo?
There are many feedback tools on the market. What makes Customer Echo different is our focus on real industry needs and our purpose-built platform for capturing actionable insights.
Identify Bottlenecks
Catch security, check-in, and boarding queue issues instantly.
Increase Passenger Satisfaction
Measure experience at every touchpoint and make systematic improvements.
Operational Efficiency
Base staffing and resource planning on data.
Benchmark Tracking
Compare performance across terminals and areas.
Ready to Transform Passenger Experience?
First 14 days free. No credit card required. Start with a pilot terminal.