Voice of the passenger + airport operations
Real-time, AI-assisted passenger experience and operational intelligence for airports.
Get Real Time Feedback captures passenger and frontline signals at the point of experience, routes them to the right airport team, and creates an accountable response loop while the traveler is still in your airport.
Built to complement ASQ, not replace it.
Passenger journey intelligence
The journey can break at any handoff. Capture the signal where the experience happens, then route it to the team that can still do something about it.
One passenger journey. Many operating owners. Real-time visibility gives the airport a common operating view.
ASQ + real-time action
ACI's ASQ program gives airport leaders rigorous passenger measurement, benchmarking, journey insight, and a shared language for customer experience. Get Real Time Feedback adds a continuous operational listening layer between those measurement points, helping teams act on the conditions that ultimately influence passenger satisfaction and ASQ improvement priorities.
Strategic measurement
Structured measurement helps leadership understand satisfaction, passenger priorities, benchmarking, and the broader customer-experience strategy.
Industry context: ACI World Airport Customer Experience and ASQ.
Operational listening
Continuous passenger and frontline signals help the airport identify friction, assign ownership, recover experiences, and document what happened while the operating window is still open. The objective is practical ASQ score improvement through better day-to-day operating conditions, not another standalone survey.
Listen to both sides of the journey
Passengers tell you what they experience. Frontline employees, contractors, and stakeholders often know why it is happening. Active listening across the airport community gives leadership both views.
Make it easy for passengers to speak up at the point of experience, before the airport loses the opportunity to respond.
Give the people closest to the operation a low-friction way to surface recurring barriers, conditions, and ideas leadership may not see from the dashboard.
From signal to accountable action
The platform is built to move beyond listening. Every signal can become an operational event with location, context, routing, acknowledgment, ownership, and closure.
Passenger or employee submits a signal at a specific touchpoint.
Category, sentiment, urgency, and location provide context.
The right airport department, partner, or manager is notified.
Teams acknowledge, assign, respond, and document closure.
Leadership sees patterns across terminals, time periods, and issue types.
Airport leadership outcomes
Real-time visibility can support customer experience, operational performance, reputation, revenue protection, and risk mitigation without asking the airport to replace the systems it already uses.
Respond while the passenger is still on site and the recovery window is still open.
Move from notification to assigned ownership, acknowledgment, resolution, and closure.
Identify friction around parking, concessions, service, and public-review moments before it compounds.
Surface facilities, safety, accessibility, and operational concerns earlier and route them to designated teams. Not a 911 replacement.
High-value deployment zones
A pilot does not need to cover the entire airport. Begin with a few high-value touchpoints where feedback can be tied directly to an operating owner and a measurable response.
Wait perception, communication, accessibility, and conditions.
Garages, shuttles, payment, rideshare, rental-car handoffs.
Information, seating, signage, delays, and terminal navigation.
Cleanliness, supplies, equipment, temperature, maintenance.
Service, availability, speed, cleanliness, and passenger spend friction.
Baggage claim, customer service, exit journey, and ground connections.
For restaurants, QSR, grab-and-go, retail concessions, and multi-unit operators, see the dedicated foodservice workflow for speed, order accuracy, availability, service recovery, reviews, and operator accountability.
Contact us for a complimentary reputation report covering current ratings, review volume, recency, response activity, and recurring public themes.
Prove it inside your airport first
We are not asking an airport to jump into a large transformation before the value is clear. A focused pilot lets leadership see how passengers and airport personnel use the platform, where the strongest signals emerge, how teams respond, and whether the data warrants expansion.
The questions leadership should be able to answer
Real-time passenger intelligence should make the airport more operationally aware, not simply add another dashboard.
Airport passenger intelligence
Choose a few high-value touchpoints, define response and closure outcomes, and measure whether real-time passenger intelligence improves the operation.