Industries
Airports and Aviation
Passengers move through your terminal in ninety minutes. A restroom that goes unserviced, a queue that runs long, a concession that gets an order wrong. Each one is recoverable while the passenger is still airside, and permanent after they board.
Every touchpoint routes to a named owner with a timestamp.
Where it breaks
01
Concessionaires, custodial contractors, ground handlers, and security each hold part of the passenger experience. None of them hold all of it, and the picture only assembles after everyone has gone home.
02
Only one in twenty-six unhappy customers complains to the business. In an airport, where the passenger is transient and the interaction is brief, that ratio is worse.
03
A passenger who cannot find a clean restroom does not stop for coffee. Friction upstream of the concession is lost spend downstream of it, and it never appears in a survey.
How it works here
Codes at hold rooms, restrooms, concession counters, and checkpoint queues. A passenger or a staff member reports from exactly where they are standing, in one tap, no download.
A restroom flag on Concourse B routes to the custodial contractor responsible for Concourse B, with location and timestamp. A concession complaint routes to that operator, not to airport administration.
The issue is resolved while the passenger is still airside and the response time is logged against the contract standard. After the trip, every eligible passenger receives the same invitation to review.
Where we listen, and who acts
Every listening point is tied to a location, and every location is tied to a named owner. That pairing is the whole mechanism.
WHERE WE LISTEN
Codes are dynamic. Each one carries its own location, so the report arrives already knowing where it came from.
WHO NEEDS THE SIGNAL
Custodial contractor, by concourse
Restroom and cleanliness reports carrying the concourse, the room, and the time, against their own service standard
Concession and retail operators
Order, wait, and counter reports for their unit only, so the tenant sees the tenant's problem
Terminal duty manager
Queue build, wayfinding failures, and accessibility requests while the passenger is still airside
Public safety and operations control
Discreet concern reports with gate, hold room, and timestamp attached
Airport leadership and properties
Contractor and concessionaire performance, assembled as evidence for contract review
Modern stakeholder listening
VOICE OF THE EMPLOYEE
Gate agents, custodial crews, and concession staff watch a queue build or a restroom fail long before a passenger says anything to anyone.
Give them a private channel that takes seconds to use. Employees can surface ideas, operational concerns, process breakdowns, safety issues, and recognition for a colleague, anonymously where that is enabled. Every submission routes to a named owner, carries a status, and is closed out, then rolls up into the same reporting leadership already reads.
BEYOND LEGACY TEXT-IN REPORTING
Inbound text-to-report still asks the same thing it always did: remember a number or a keyword, stop what you are doing, open a messaging app, type the issue from a blank field, then describe where you are standing. Most people do not bother.
Outbound messaging stays a valid channel for follow-up and confirmation. The friction being removed is on the way in.
What leadership receives
Individual moments are resolved on the floor. Read together across a month, they become the management agenda for airports.
IN THE REPORT
WHAT CHANGES IN THE BUSINESS
Passengers who are not fighting a queue or hunting for a clean restroom spend downstream. Friction upstream of a concession is lost spend that never appears in a survey.
Response performance by contractor and concessionaire, timestamped, so a service standard becomes something you can hold a tenant to at renewal.
The periodic passenger survey you already run tells you the score. This tells you which touchpoint moved it, and gives you a term to act inside.
A concern raised discreetly from a hold room reaches operations control in the same minute, instead of surfacing in an after-action review.
What matters most here
The full platform ships with every deployment. These are the capabilities that carry the weight in your operation.
Guests, employees, and other stakeholders scan a code to report an issue or request assistance from exactly where they are standing.
Every response reaches the person who can resolve it, with location and context attached.
Your guests and employees become the operational eyes and ears of the property.
Additional escalation when specific safety or security terms appear in feedback.
Real-time visibility for leadership, timestamped accountability for operators.
Feature spotlight
Frequent flyers repeat the same terminal weekly. When a passenger who reported a problem last month checks in again, the duty manager knows before they reach the gate.
Your manager is alerted with the context needed to create a better experience while the guest is still on the property.
REAL TIME
return alerts
FULL
issue context
1:1
recovery moment
Our clients
ATLANTA, GEORGIA
A high-volume attraction in our home market. Real-time guest, employee, and operational signal captured across the visit and routed to the team on the floor.
Client deployment delivered and supported by Get Real Time Feedback. The image above is a licensed aquarium photograph used to set the environment. It is not a photograph of this deployment.
REFERENCES
Additional client references, deployment detail, and reference calls are available on request as part of a procurement or evaluation process.
Request a referenceSupporting platform references
These are deployments of the licensed platform rather than Get Real Time Feedback client engagements. They are published as evidence that the technology holds up at scale.
We have very high standards and we've been blown away with how consistently they go above and beyond our expectations.
Gina Chapa
VP of Guest Experience, American Airlines Center
Run your own numbers
Enter five numbers you already know. The model applies published research coefficients to your own inputs and returns a conservative range. Every figure below belongs to you, not to us.
YOUR ESTIMATE
Enter your numbers to see your estimate.
Move any slider, or type a value into any field. Nothing is calculated and no figure is shown until you do. Every result is a conservative range built from your own inputs.
This model applies published third-party research coefficients to the figures you entered. It is an illustrative estimate of exposure, not a projection of results from Get Real Time Feedback. Complaint rate: Esteban Kolsky, ThinkJar Research. Word-of-mouth coefficient: nine people told, 50 percent deterred. Defection band: 25 to 50 percent of silent detractors. The Luca rating-to-revenue coefficient is derived from independent restaurants and is not applied to this sector. The revenue driver shown is retention of repeat users, modeled at a 5 to 15 percent recovery rate.
Move any slider to build your analysis first.
Run your numbers, or book thirty minutes and we will walk your leadership through the platform and the ROI model for airports.