A Meaningful Way to Identify Passenger Sentiment
Belfast International Airport experienced a strong growth period over the past two years, but didn’t have the right infrastructure in place to sustain it. They invested a significant amount into improving their security concourse after receiving complaints about long delays. Within a couple of months after the new concourse with additional security lanes was built, BIA launched the HappyOrNot solution at security check.
“We know we’ve had some difficulties over the last 18 months, but now we have a meaningful way of identifying how our passengers are feeling as they enter the building. That’s something we haven’t had before,” says Nabeel Gill, Head of Security at Belfast International Airport. “The only way we can improve our service is by listening to the people who use it.”
Whereas passengers could only share comments through BIA’s internal feedback mechanism before, they can now do so instantly and effortlessly as they pass through security.