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GlidePathCX’s Airport Industry Sentiment Score Averaged an 8 out of 10 Last Week

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The U.S. airport industry’s passenger sentiment score did not exceed the industry benchmark over the past 7 days as passengers remain frustrated with staffing shortages.

June 17, 2022 @ 10am EDT

During the past 7 calendar days, the U.S. airport industry’s overall sentiment score average of 8.0 out of 10.0 remained below the pre-COVID industry benchmark of 8.3.

GlidePathCX continues to engage airport passengers at a higher rate than others in the industry. The company sent more than 1 million emails to airport passengers over the past week. The majority of those emails contained a Passenger Experience Survey, with overall sentiment measured on a scale of 1 to 10 (10 being the best).

GlidePathCX’s Sentiment Score was calculated for each airport on a near real-time basis via the company’s proprietary Insight360SM dashboard. The resulting data was then aggregated to calculate a sentiment score for the U.S. airport industry as a whole.

For the week ending June 17th, the percentage of business traveler respondents was 21.4% vs. 78.6% for leisure travelers.

For the week ending June 17, 2022, passengers continued to express frustration with the ongoing staffing issues that are causing problems within the airport industry. Outside the United States, airports such as Schiphol airport in Amsterdam (AMS) implemented an “all hands on deck” approach to solve temporary staffing issues. In AMS, for example, all airport administrative staff (including executives) were asked to pitch in to handle basic airport services.

GlidePathCX will continue to closely monitor airport passenger sentiment and related insights and trends.

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