The U.S. airport industry’s passenger sentiment score increased 3.3% as airports and airlines continued to recalibrate for operational efficiency amid staffing shortages.
August 12, 2022 @ 10am EDT
During the past 7 calendar days, the U.S. airport industry’s overall sentiment score dropped by 3.3% to 7.93 from 8.20. The decrease in passenger sentiment was primarily the result of a significantly higher number of canceled flights over the past weekend. The weekend was particularly bad for canceled or delayed flights, inconveniencing passengers at many major hub airports in the United States. The majority of the delays were caused by inclement weather according to CNN, but the ongoing staffing shortages are clearly exacerbating the problem.
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 12th, the percentage of business traveler respondents remained the same as the previous week: 20.4% for business travelers vs. 79.6% for leisure travelers.
Bloomberg.com recently reported that data compiled by AirHelp.com shows that the worst airports for cancellations are in the major US metro areas, including NYC, Washington, D.C., and Pittsburgh. Founded in 2013, AirHelp has grown into the world’s largest air passenger rights advocate. Services like AirHelp and those provided by GlidePathCX are helping to reduce air passenger pain points before, during, and after the passenger journey.
GlidePathCX will continue to closely monitor airport passenger sentiment and related insights and trends.