The U.S. airport industry’s passenger sentiment score increased 6.2% as airport passengers reported progress with cleanliness and the overall customer experience.
August 19, 2022 @ 10am EDT
During the past 7 calendar days, the U.S. airport industry’s overall sentiment score shot up by 6.2% to 8.24 from 7.93. The increase in passenger sentiment was primarily the result of a general recognition by airports that airport cleanliness correlates closely with customer satisfaction, particularly during the pandemic. Although airports have a long way to go to achieve the highest marks on cleanliness, more attention is being paid to this issue as it can directly affect revenue.
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 19th, the percentage of business traveler respondents remained the same as the previous week: 19.3% for business travelers vs. 80.7% for leisure travelers.
In 2019, Airports Council International-North America, a leading airport trade group, identified cleanliness in airports as one of the factors leading to increases or decreases in concessions revenue. This issue of cleanliness has become significantly more acute during the pandemic, with some airport passengers saying, for example, “I won’t eat at restaurants at the airport because the airport is so dirty.”
The Airports Council International-North America (ACI-NA) is the voice of North American airports, representing local, regional and state governing bodies that own and operate commercial airports in the United States and Canada. ACI-NA is the largest of the five worldwide regions of the Airports Council International (ACI). ACI-NA members represent more than 300 airports operating in the United States and Canada and nearly 400 aviation-related businesses.
GlidePathCX will continue to closely monitor airport passenger sentiment and related insights and trends.