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Airport Passenger Experience Audit Checklist

A comprehensive checklist for auditing and improving the overall passenger experience in airports, covering all touchpoints from check-in to boarding, including amenities, accessibility, and technology integration.

Airport Passenger Experience Audit Checklist

by: audit-now
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About This Checklist

In the competitive landscape of air travel, enhancing passenger experience is crucial for airports in the logistics and transportation industry. This Airport Passenger Experience Audit Checklist is an essential tool for airport managers, customer service directors, and operations teams to evaluate and improve the overall journey of travelers through their facilities. From check-in to boarding, this comprehensive checklist addresses key touchpoints that impact passenger satisfaction, including wayfinding, amenities, accessibility, and technology integration. By regularly conducting these audits, airports can identify areas for improvement, streamline processes, and create a more enjoyable and efficient travel experience, ultimately boosting customer loyalty and airport reputation.

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Industry

Transportation and Logistics

Standard

ACI ASQ - Airport Service Quality

Workspaces

Airports

Occupations

Airport Customer Experience Manager
Terminal Operations Supervisor
Passenger Services Coordinator
Airport Facilities Manager
Customer Insights Analyst
1
How would you rate the availability of terminal amenities (e.g., restrooms, seating, dining)?
2
What is the average wait time (in minutes) at the security check?
Min: 0
Target: 5
Max: 30
3
How clear are the wayfinding signs throughout the airport?
4
How satisfied are passengers with their overall airport experience?
5
Are self-service kiosks readily available for passenger check-in?
6
Please provide feedback on the quality of the airport's Wi-Fi service.
7
What is the average time (in minutes) taken for baggage delivery after landing?
Min: 0
Target: 15
Max: 60
8
How satisfied are passengers with the check-in process?
9
What is the average number of passengers during peak hours?
Min: 0
Target: 500
Max: 2000
10
How would you rate the efficiency of staff at security checks?
11
Is there adequate accessibility for disabled passengers?
12
How effective is the terminal layout in facilitating passenger movement?
13
Are passenger information desks adequately staffed and available?
14
Please provide feedback regarding the cleanliness of the terminal.
15
What is the average wait time (in minutes) for food and beverage service?
Min: 0
Target: 10
Max: 60
16
How satisfied are passengers with the retail options available?
17
Are emergency exits clearly marked and accessible to passengers?
18
What was the average response time (in minutes) to security incidents?
Min: 0
Target: 5
Max: 30
19
Is there a visible presence of security personnel throughout the terminal?
20
Please provide any comments or suggestions regarding safety measures in the airport.

FAQs

Passenger experience audits should be conducted at least bi-annually, with more frequent assessments during peak travel seasons or after implementing significant changes to airport processes or facilities.

The checklist covers check-in processes, security screening efficiency, wayfinding and signage, terminal amenities, gate areas, accessibility features, technology integration (such as Wi-Fi and charging stations), and overall cleanliness and comfort.

The audit team should include customer service managers, operations staff, accessibility experts, and potentially mystery shoppers or passenger volunteers to provide authentic user perspectives.

By systematically evaluating and enhancing the passenger experience, airports can differentiate themselves, attract more airlines and routes, and increase non-aeronautical revenue through improved retail and dining experiences.

Results should be analyzed to identify trends and priority areas for improvement. A strategic action plan should be developed, addressing both quick wins and long-term enhancements. Regular follow-ups should be conducted to measure the impact of implemented changes on passenger satisfaction.

Benefits of Airport Passenger Experience Audit Checklist

Identifies pain points in the passenger journey for targeted improvements

Enhances overall customer satisfaction and airport reputation

Optimizes passenger flow and reduces congestion in terminal areas

Ensures compliance with accessibility standards and regulations

Helps in prioritizing investments in passenger-centric technologies and amenities