The U.S. airport industry’s passenger sentiment score continues to suffer from canceled flights and staffing shortages.
June 24, 2022 @ 10am EDT
During the past 7 calendar days, the U.S. airport industry’s overall sentiment score average fell 3.75% to 7.7 from 8.0 as airlines continued to cancel flights amid ongoing staffing shortages.
GlidePathCX continues to engage airport passengers in a significant and meaningful way. 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 24th, the percentage of business traveler respondents was 23.4% vs. 76.6% for leisure travelers.
For the week ending June 24, 2022, flights were canceled at an accelerating rate as airlines struggled to cope with staffing shortages. Yesterday, for example, United Airlines announced that it would pre-emptively cancel 12% of its summer schedule at Newark airport in an effort to improve operational performance.
Along with airport concessions staffing shortages at retail and dining locations, the ongoing deficit of qualified pilots and other staff continues to place a strain on airlines and airports. The way that passengers feel about their airport experience is directly affected by such pervasive operational issues, with airports often taking the blame for poor airline performance.
GlidePathCX will continue to closely monitor airport passenger sentiment and related insights and trends.