The U.S. airport industry’s passenger sentiment score hit a new low of 7.05 last Friday.
July 8, 2022 @ 10am EDT
During the past 7 calendar days, the U.S. airport industry’s overall sentiment score declined from 0.75% to 7.89 from 7.95. The Friday that kicked off the 4th of July weekend reached a new low sentiment score of 7.05 out of 10.0 as passengers voiced their displeasure over canceled flights.
GlidePathCX continues to engage millions of airport passengers each week by reaching passengers on their mobile and laptop devices while they are in the airport. The majority of these electronic communications 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 July 8th, the percentage of business traveler respondents was 19.3% vs. 80.7% for leisure travelers.
Flights were canceled at an alarmingly high rate, with some industry observers accusing the airlines of deliberately taking money for flights that they knew were going to be canceled months in advance. Members of the U.S. Congress called for higher penalties for airline non-performance.
Bernie Sanders, an independent Senator from the State of Vermont, called upon the Secretary of Transportation to impose significant fines on airlines and demanded compensation for passengers when flights are delayed or canceled. As the U.S. airline industry continues to work through various challenges, it should be noted that airlines in the U.K. and the European Union are also canceling large numbers of flights due to staffing issues and strikes with a direct impact on passenger sentiment toward airports and the overall travel experience.
GlidePathCX will continue to closely monitor airport passenger sentiment and related insights and trends.