The U.S. airport industry’s passenger sentiment score increased 3.8% as airport passengers reported a higher degree of satisfaction with airport and airline operations.
August 5, 2022 @ 10am EDT
During the past 7 calendar days, the U.S. airport industry’s overall sentiment score jumped 3.8% to 8.20 from 7.90. The increase in passenger sentiment was driven by a redoubling of efforts by the airlines to recover from pandemic-related staffing shortages. Even if operational efficiencies are not yet back to pre-pandemic levels, airport customers are coming to grips with the fact that it will be quite some time before things level set.
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 August 5th, the percentage of business traveler respondents was 20.4% vs. 79.6% for leisure travelers.
Last week, Air Canada pledged to take extraordinary measures to improve operations as corporate travel starts to rebound. In a Business Travel News (BTN) article, Air Canada’s EVP and chief commercial officer Lucie Guillemette stated, “We started seeing signs of recovery in corporate travel in March of 2022, and this accelerated through June, from close to 40 percent of 2019 levels to over 60 by the end of June.” The recovery of corporate travel is a critical component of the overall recovery from the COVID-19 pandemic. As business travelers go back to face-to-face meeting mode, both airports and airlines will need to continue to improve their overall performance.
GlidePathCX will continue to closely monitor airport passenger sentiment and related insights and trends.