The U.S. airport industry’s passenger sentiment score increased incrementally by 0.3% as passenger sentiment continued to remain steady.
September 16, 2022 @ 10am EDT
During the past 7 calendar days, the U.S. airport industry’s overall sentiment score increased by 0.3% to 8.35 from 8.33. The pre-pandemic historical average industry benchmark was 8.3 out of 10. The most significant emerging issue is ongoing discontent expressed by flight attendants, largely as the result of summer travel disruptions, low pay, and sub-par working conditions.
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 September 16th, the percentage of business traveler respondents was significantly higher than in previous weeks: 21.9% for business travelers vs. 78.1% for leisure travelers. In previous weeks the percentage of business travelers has hovered at around 20%.
Flight attendants are continuing to express displeasure at their far less-than-ideal working conditions. CNN has reported that flight attendants are unhappy with the current situation and are seeking relief from their employers. Anticipating disruptions due to potential labor actions, including sick-outs and picket lines, airlines and airports are advising passengers to arrive at the airport extra early amidst the ongoing uncertainty.
GlidePathCX will continue to closely monitor airport passenger sentiment and related insights and trends.