GlidePathCX’s Airport Industry Sentiment Score Remained Only Slightly Below the Industry Benchmark Score in the Past Week

fries and burger on plate

The U.S. airport industry’s passenger sentiment score remained steady, coming in just below the industry benchmark of 8.3 out of 10.0.

September 30, 2022 @ 10am EDT

During the past 7 calendar days, the U.S. airport industry’s overall sentiment score remained flat at 8.27 out of 10. San Francisco International Airport (SFO) experienced a crisis in concessions this past week, with a work slowdown/stoppage closing most concessions locations. Workers were protesting low pay and difficult conditions – more than 1,000 airport food workers failed to show up for their jobs. Passengers were advised to bring their own food to the airport.

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 30th, the percentage of business traveler respondents was significantly higher than in previous weeks: 23.9% for business travelers vs. 76.1% for leisure travelers. In previous weeks the percentage of business travelers has hovered at around 20%, so this week’s figure is a significant increase for business travelers as a percentage of overall passenger volume.

According to SF Eater, “frycooks and baristas at SFO went ‘on strike’ in protest of pay and working conditions, resulting in a temporary closure of many food and beverage outlets at the Bay Area airport.” About 1,000 airport food workers from 84 food and beverage outposts went on strike, according to SFGATE, the first media outlet to report the story.

GlidePathCX will continue to closely monitor airport passenger sentiment and related insights and trends.

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