London City Airport introduces real-time customer feedback system to improve airport experience

London City Airport has announced the launch of new real-time feedback system enabling passengers to express their level of satisfaction on the airport experience by pressing ’emoji’ buttons at 16 different locations in the terminal.

The advanced Feedback Now technology sends data to airport staff instantaneously, including alerts via text message to help them allocate resources effectively. With the new technology, passengers can provide live ‘smart’ feedback on their London City Airport experience – from the quality of customer information to cleanliness of toilets.

London City is the only UK airport that has this real-time functionality – without a 24-hour lag on data – enabling the airport staff to improve customer journeys on the spot. The airport has introduced Feedback Now consoles throughout the terminal this week, which allow customers to rate their satisfaction for different aspects of their journey.

Melanie Burnley, Director of Customer Experience at London City Airport, said: ‘As we continue to welcome record-breaking numbers of passengers through London City Airport, the real-time Feedback Now system will help our terminal team focus their efforts in the right places at the right time to give the best customer service possible.

‘Whereas other airports have customer feedback systems, most of these have a 24 hour delay. We are the first UK airport to receive the data as-it-happens, meaning we can use the technology to respond quickly and ensure the great customer experience, efficient check-in and arrival, and speedy security is maintained.’

The new feedback system is voluntary and requires passengers to choose from three ’emoji’ buttons denoting differing degrees of satisfaction. A total of 60 consoles have been installed in 16 locations across the airport, visible at key stages of the passenger’s journey, including check-in and information desks, security search, toilets, passport control and baggage reclaim.

In addition, any patterns or trends detected from the data can be further used to improve the customer experience, while the system may also be integrated with other metrics, the airport said.