You're struggling to improve terminal operations. How can you leverage passenger feedback for smoother flow?

One of the most useful methods is applying NPS metric “Net Promotor Score” to gather information and understand how passengers feel about their recent experience in the airport. It assesses how likely customers are to recommend the airport’s products or services to others by collecting surveys to measure customer loyalty and satisfaction.

Collecting passenger feedback is essential for improving terminal operations. Strategically placed feedback kiosks near security checkpoints and boarding gates encourage real-time input. Ensuring a quick and user-friendly process boosts participation. Additionally, mobile apps and post-flight email surveys can reach a broader audience, making it easy for passengers to share their experiences. While effective, the challenge lies in analyzing and acting on the feedback promptly. A great example is Singapore Changi Airport, which uses multiple feedback channels to continuously refine their services and enhance passenger satisfaction.

While analyzing the gathered data, it must be supported with the airport’s KPIs to direct yourself to a more accurate and detailed insights, that can help you understand your exact position in each touch point to find your ways to improve. The processing time, queuing time & length, also the quality of the service that the passengers has received, all can be tracked and compared with collected information and get an optimum resolution out of it.

After gathering feedback, the next step is analyzing the data to identify patterns and common issues. Data analytics tools can help sift through feedback for recurring themes, especially during peak travel times when issues are most apparent. Focus on comments related to specific terminal locations or stages of the passenger journey to pinpoint areas needing improvement. Challenges include ensuring timely analysis and acting on insights effectively. A successful example is London Heathrow Airport, which uses advanced analytics to continuously enhance passenger experiences based on feedback.

One of the most efficient ways is following the lean approach on prioritizing the the issues by using the following methods: 1- Pareto Chart: with the 80:20 rule where 80% of the problems goes under 20% of the causes. 2- Kano model: which focuses on the importance of each problem. (Stated Needs, Unstated Needs, & Delighters) 3- ISO 13053:2011: using the 5 set questions to identify the importance of each issue. 4- Cost Time Matrix: which is focusing on cost and time, and normally used during improvement phase. 5- FMEA: which gives project teams a framework to identify potential process failures and to estimate how the failure will affect the customer. These methods can be applied in a different phases of the project or the audit.

With a prioritized list of issues, the next step is to implement changes to enhance terminal operations. This could involve redesigning queue layouts, improving signage for better navigation, or increasing the efficiency of security checkpoints. Clear communication of these changes to staff and passengers is crucial. Monitor the impact on terminal flow to ensure the changes are effective. Challenges include ensuring minimal disruption during implementation and tracking improvements accurately. A great example is Hong Kong International Airport, which continuously adjusts its operations based on passenger feedback to enhance efficiency and satisfaction.

### Short Perspective on Soliciting Feedback After Changes After implementing changes, gathering feedback on the new measures is crucial. This helps determine if the adjustments effectively address identified issues and shows passengers that their input is valued. This approach can improve their overall experience and perception of the airport. Continuous feedback loops enable ongoing improvements and adaptations to changing passenger needs. Challenges include maintaining consistent feedback collection and timely responses to new insights. A successful example is Schiphol Airport, which regularly seeks passenger feedback post-implementation to refine and enhance its services continually.

Terminal operations are dynamic, requiring constant adaptation. Regularly using passenger feedback as a tool for continuous improvement helps refine operations. By gathering and analyzing data consistently, airports can remain responsive to passenger needs and quickly adapt to new challenges or changes in travel patterns. Challenges include maintaining an ongoing feedback loop and promptly implementing necessary adjustments. An example is Los Angeles International Airport, which continuously evolves its operations based on real-time passenger feedback to stay ahead of changing demands.