Study reveals which areas of the airport experience disappoint passengers

by | Dec 13, 2022 | Airports, Retailing, Travel Tech

Study reveals which areas of the airport experience disappoint passengers


A new study by Airport Dimensions has revealed a rise in overall satisfaction with the airport experience. However, more importantly, the survey highlights the areas that airports are currently disappointing passengers.

The study conducted by Airport Dimensions as past of its ‘Tomorrow’s Traveller, Tomorrow’s Airport Experience’ research comprised over 6,000 travellers. People were asked about their current journey through the airport and asked what changes they would like to introduce to improve their experience.

Here are some of the key findings:

  • Overall satisfaction has increased in spite of the pandemic. 62 per-cent of travellers considered the airport an important and enjoyable part of their journey, a 2 per-cent increase from the figures of 2019.
  • There is a significant difference between satisfaction across regions. 86 per-cent of travellers from Singapore were satisfied with their overall airport experience versus 48 per-cent of Spanish travellers.
  • Gen Z and millennial passengers are almost twice as likely to enjoy the airport experience compared to those aged 76 and over.
  • The most popular choices for how to enhance the journey through the airport were: more comfortable seating areas (80 per-cent), a queue-free airport journey from arrival to departure (78 per-cent), and more public transportation options (73 per-cent).
  • Satisfaction levels for airport services were higher at landside (72 per-cent) and at gate (73 per-cent).
  • The satisfaction levels are lower around departures (64 per-cent) and facilities (52 per-cent).
  • Specific areas that travellers showed dissatisfaction was around the value for money in retail and dining establishments (24 per-cent), Wi-Fi speed and reliability (14 per-cent), and entertainment options (14 per-cent).

The survey showed an overall increase in satisfaction with the airport experience. However, the areas of dissatisfaction are of more interest, highlighting the services and developments that could elevate the experience as a whole.


Article by Jess Brownlow