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Airports & transit
Resolve passenger issues before they leave the terminal
Real-time passenger feedback, captured at every touchpoint and turned into action within the shift — not a quarterly report nobody reads.
Short Summary
Feedback Insights runs real-time passenger feedback across the entire airport journey — captured at every touchpoint on the ViewPoint platform, analysed by AI, and turned into action your operations teams can take within the shift, not a quarter later.
Why airports need feedback in real time
A passenger who hits a dirty washroom or a slow security line is gone in 90 minutes. A survey emailed next week can't recover that experience — but an alert that reaches the duty manager in the same shift can. Real-time feedback closes the loop while the passenger is still in the building.
What we measure across the journey
| Touchpoint | What it reveals | Who acts on it |
|---|---|---|
| Security & screening | Wait time, courtesy, queue flow and bottlenecks | Operations, CATSA liaison |
| Washrooms & facilities | Cleanliness by location and hour | Facilities / janitorial |
| Gates & boarding | Seating, information, accessibility | Terminal operations |
| Retail & food | Value, service, availability | Concessions management |
| Arrivals & baggage | Wait, signage, last impression | Operations, ground handlers |
How a terminal feedback program runs
- Place collection points at each touchpoint — physical terminals and digital surveys.
- Route alerts so a score drop reaches the responsible team within the shift.
- Score by location and theme with AI, so patterns surface across terminals.
- Report to stakeholders — operations, executives, and ACI/ASQ submissions — from one source.
Outcomes
Feedback that drives better decisions
- Understand passenger experience across terminals and touchpoints
- Identify service issues before they impact ASQ scores
- Give operations teams real-time visibility into traveler sentiment
ViewPoint, managed end to end. We deploy real-time collection on the ViewPoint platform, then own the analysis and reporting so your operations team gets answers, not dashboards.
Questions
Passenger feedback, answered
What is a real-time passenger feedback system?
It captures passenger sentiment at the moment of experience — security, washrooms, gates, retail, arrivals — using touchpoints such as smiley-face terminals and digital surveys, and alerts operations immediately so issues are resolved before the passenger leaves the terminal.
How do airports measure passenger satisfaction?
By collecting feedback at key touchpoints in real time, scoring it by theme and location, and benchmarking terminals against each other. We design the program, run the analysis, and deliver reporting that ties scores to operational areas.
Can feedback be tied to a specific terminal or washroom?
Yes. Feedback is captured by location, so a score drop can be traced to a specific terminal, gate, or facility and assigned to the responsible team for action within the same shift.
See where your terminal scores are slipping
Book a passenger feedback assessment and leave with a benchmark from a comparable airport.