Today, airport passengers are expecting a higher customer experience than just the basic facilities that they used to get earlier. Long waiting times, unhygienic facilities, and lack of food options are no longer considered an acceptable airport customer experience. The stress of not knowing the way to their terminals, inconvenient car parking, or a long wait for security checks were considered an expected part of air travel, but not anymore. The new-age passengers expect excellence, and their expectations are always rising. Airports need to be flexible in the way they operate to meet the evolving customer experience. If not, they are sure to get left behind. In this fast-changing landscape, it is important to understand how to deliver a wonderful customer experience. When Clootrack analyzed 3,591 online conversations of Europe airport passengers, it came out clear that passengers have their own wish lists. Clootrack has listed down the top 7 drivers of customer experience for Airports pre-COVID in Europe. Read more - https://www.clootrack.com/insights/travel-hospitality/customer-experience-airport-passengers-europe-covid

1. 1
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Passenger Perception Analysis – Airports (Pre & Post COVID)
Comprehensive report on Passenger perceptions.
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Deep Insights To Your Passenger Behavior, Driven By Proprietary Deep Learning Algorithms
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Region: Europe
Nov 2019 – April 2020

2. 2
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Europe Airports Analyzed
The number of passengers across different airports in Europe
range from 130K up to 220K per day
0.13
0.13
0.19
0.20
0.21
0.22
Gatwick
Munich
Frankfurt am Main
Amsterdam Schiphol
Charles De Gaulle
Heathrow
Europe – Number of travelers per day (in millions)

3. 3
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Research Methodology
In today’s world Passengers express their opinions on multiple platforms like online (social media, forums, review sites etc) and
Passenger care tickets. These conversations are unbiased and contain valuable insights on market trends and expectations.
Clootrack extracts this information real time, with high accuracy and transparency.
Online
Passenger
Conversations
Collects
Data
Crawler
Filters
Irrelevant
Data
Filter
Market
Research
Models
Data Analysis
Customer
Preferences
Output

4. 4
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Passenger Perception Analysis Based on Conversations
Total number of Passenger conversations analyzed
Pre COVID
3,591
Post COVID
7,068

5. 5
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Passenger Conversations - Source Channel Split
97%
2% 1%
Type of Source
Social Media
Review Sites
Forums
% of conversations analyzed from different sources

6. 6
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Pre-COVID Passenger Priorities
Category Drivers
The top 3 priorities across Europe airports
are around Passport control, aesthetic
design and connecting flights.

7. 7
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Pre-COVID Passenger Priorities-Details
Category Drivers
Category Sub Drivers
Water Fountain 100.00%
Clear Signage 16.32%
Water Fountain 16.32%
Category Sub Drivers
Easy Process 93.85%
Many Gates 80.00%
Closed Booths 96.80%
Horrific System 45.71%
Category Sub Drivers
Security Check 67.36%
Security Control 35.29%
Worst Security 49.83%
Shocking Checks 3.41%
Category Sub Drivers
Magnificent 100%
Special Services 69.23%
Elderly In-laws 7.69%
Special Route 7.69%
Category Sub Drivers
Charging Points 57.14%
Best Parking 14.29%
Charging Points 85.71%
Less Spaces 14.29%
Category Sub Drivers
Many Booths 15.93%
Worse Service 100%
Rude Passport 24.20%
Long Walk 15.93%

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Pre COVID – Brand Equity
0 200 400 600 800 1000 1200 1400
Passport Control
Connecting Flight
Airport Security
Airport Staff
Brand Equity
Amsterdam
Charles De
Gaulle
Frankfurt am
Main
Gatwick
Munich is ranked number one for airport staff, while Heathrow stands first in Airport
security and connecting fligjts

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Pre COVID - Major Topics of Discussion

10. 10
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Verbatim - Pre-COVID
"Great Airport.
Nice and clean. Great food. Great
staff. A bit long ways to walk but
very good labeled. No issues in
finding your way to your gate."
“Once through security, there
was a further long walk to
passport control where we
stood for another half hour”
“Best airport I have ever
been in, so modern, clean
and has amazing staff”
“That is fine as most gates
for connecting flights may
be very close to each other.”
“I'm expected to get in the 2
hour long passport control
line! for a connecting flight.”
“I didn’t have to open my
hand luggage for
electronics and liquids by
security check fantastic
work”
“If car park owners don’t have
spaces for electric vehicles,
nobody will buy, so maybe it’s your
corporate and social responsibility
to help create the demand??
“Two hours after we landed
I got out to my son in law
who had been waiting so
long the charge for parking
was £15.
“It's been really easy to find
special assistance and
therefore start from there
rather than struggle to find
check in”

11. 11
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Post COVID
“In the global financial crisis, It took Europe’s
airports 12 months in 2009 to lose 100 million
passengers. With COVID-19, it just took 31 days
– the month of March – for that same
passenger volume and more to vanish.”
- Director General, ACI EUROPE

12. 12
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Post-COVID Passenger Priorities
Category Drivers
The Passenger priorities across Europe
airports have shifted to health
protection and easy refunds
383
489
651
928
Social Distancing
Ease of Cancellation and Refund
Health Protection & Hygiene
Security Screening
Europe - Post COVID

13. 13
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Post-COVID Traveler Priorities-Details – Europe
Category Drivers
383
489
651
928
0 200 400 600 800 1000
Social Distancing
Ease of Cancellation and Refund
Health Protection & Hygiene
Security Screening
Europe - Post COVID
Category Sub Drivers
Healthy People 97.10%
More Dispenser 94.82%
Sick People 33.35%
Small Bottle 4.58%
Category Sub Drivers
Flight Cancellation 90.70%
Essential Needs 23.99%
Partial Refund 23.99%
Due Flight 5.88%
Category Sub Drivers
Border Force 68.45%
Travel History 51.34%
Inbound Passengers 20.09%
High Temperature 32.14%
Category Sub Drivers
Baggage Claim 53.50%
Amazing Distancing 23.96%
Ignorant Passengers 14.18%
Tight Queues 14.18%

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Post COVID – Brand Equity
0 200 400 600 800 1000 1200
Security Screening
Health Protection & Hygiene
Ease Of Cancellation & Refunds
Social Distancing
Brand Equity
Gatwick
Heathrow
Heathrow airport leads in social distancing and ease of cancellations
Gatwick airport is ranked number In terms of health protection and security screening

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Post COVID - Major Topics of Discussion

16. 16
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Verbatim - Post-COVID
“So are you actually screening
inbound passengers from high
risk areas for high temperatures
as they do in other countries at
the moment.”
“Shocked, there were no health
checks, temperature screening,
travel history screening
@heathrowairport with the
current situation and the country”
“There’s an available flight
to get me home to the UK
(had two flights cancel via
Dubai)”
“Destination I traveled to
and from were screening
passengers on arrival but
also had hand sanitizer
everywhere”
“I haven’t been able to find
any hand sanitizer to bring
on my long haul flight
tomorrow in a bottle
smaller than 100ml.”
“I find the Gequetsche in airport
buses at outside positions have
long been irresponsible and
disgusting, really unheard of to
save in these times only a bus
driver?”
“@Schiphol we get a partial
refund for parking on P3, since
we are back a week earlier”
“There was no social
distancing on the planeno
checks when they arrived.”
“The overwhelming majority
of the british public are
following the advice. on
social distancing /
lockdown measures”

17. 17
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Airports are slowly getting back to action post COVID
lockdowns. It is time to address concerns of Passengers
Royal Caribbean leads in beverage
packages followed by Norwegian cruise
line
Source Statista: Weekly flight frequency from April 2020 to June 15, 2020

18. 18
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19. Clootrack
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