Gone are the days when airports were merely points of departure and arrival. Today, airports are complex, multi-functional travel centers offering a wide range of services. In this fast-changing landscape, it is important to understand how to increase customer satisfaction and improve business performance. Clootrack research looked into the passenger conversations of US airports that serve more than 9 billion annual passengers and provided unique insights. Check out the article to know more about it - https://www.clootrack.com/insights/travel-hospitality/customer-experience-airports-passenger-us-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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Regions: US
Nov 2019 – April 2020

2. 2
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US Airports Analyzed
The number of passengers across different US airports range
from 60K up to 300K per day
0.06
0.06
0.11
0.19
0.21
0.23
0.24
0.30
JFK
Tampa
Minneapolis St Paul
Denver
Dallas Fort Worth
O Hare
Los Angeles
Hartsfield Jackson Atlanta
US – Number of Passengers per day (in millions)

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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

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Passenger Perception Analysis Based on Conversations
Total number of Passenger conversations analyzed
Pre COVID
3,376 US
Post COVID
3,932 US

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Passenger Conversations - Source Channel Split
96%
3% 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
259
338
407
521
692
983
Car Parking
Staff Behavior
Waiting Time
Airport Security
Airport Taxi Service
Customer CareService
US - PreCOVID
The top 3 priorities across US airports are
around customer care, airport taxi
services and airport security.

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Pre-COVID Passenger Priorities-Details
Category Drivers
Category Sub Drivers
Excellent Service 19.81%
Exemplary Service 19.81%
Worst Service 48.68%
Bad Experience 34.87%
Category Sub Drivers
Car Rental 86.57%
Ride Share 76.00%
Rental Center 64.25%
Long Distance 48.71%
Category Sub Drivers
Security Line 89.15%
Check Line 36.51%
Nice Numbers 24.44%
Worst Lines 19.36%
Category Sub Drivers
More Time 51.85%
Little Time 48.41%
Unorganized Times 5.48%
Artificial Intelligence 13.95%
Category Sub Drivers
Parking Garage 65.59%
Clean 49.03%
Remote Parking 96.73%
Long term 46.77%
Category Sub Drivers
Airport Staff 99.80%
Helpful Shops 97.92%
Excellent employee 97.02%

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Pre COVID – Brand Equity
0 200 400 600 800 1000 1200 1400
Customer Care Service
Airport Taxi Service
Airport Security
Waiting Time
Staff Behaviour
Car Parking
Brand Equity
JFK
Los Angeles
Minneapolis
O Hare
Tampa
Los Angeles is ranked number one for customer care service, while JFK stands first
in Airport taxi service and waiting time

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Pre COVID - Major Topics of Discussion

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Verbatim - Pre-COVID
“Very nice airport , very
good Passenger service,
and an airport with clear
identifications”
“The airport staff is very
unpleasant, not nice or
polite to Passengers, Lot of
screaming and directing”
“Went through the security
pretty quickly just 5-10
mins. Nothing to complain
about here”
“Lost my tickets, but the
customer service on the
phone was funny and
reassuring.?
“Absolute horrendous
experience at LAX last
month , two and half hours
to clear immigration, line
after line after line”
“The staff were very
courteous, rates were
affordable and there was
almost no wait time”
“The shuttle today is super
unreliable apparently. Been
waiting about 50 minutes.
Website says every 15-30 min”
“There were cars parked on
the curbs and it was like a
mad house trying to find a
parking space.”
“The best airport on the
world. Great food options,
beautiful architecture,
friendly staff.”

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Post COVID
“There are decades where
nothing happens, and
there are weeks where
decades happen.”
- Lenin

12. 12
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Post-COVID Passenger Priorities
Category Drivers
464
611
919
Health Protection & Hygiene
Flight Availability
Social Distancing
US - Post COVID
The Passenger priorities across US
airports have shifted to social
distancing and health protection

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Post-COVID Passenger Priorities-Details
Category Drivers
464
611
919
0 200 400 600 800 1000
Health Protection & Hygiene
Flight Availability
Social Distancing
US - Post COVID
Possible distancing,
Long lines
Category Sub Drivers
Possible Distancing 61.95%
Long Lines 47.59%
Category Sub Drivers
Domestic Flights 69.80%
New Flights 54.78%
Early Flights 19.76%
Many Flights 16.31%
Category Sub Drivers
Immune System 43.80%
Clean Planes 31.83%
New Cases 50.99%
Sick People 44.34%

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Post COVID – Brand Equity
0 100 200 300 400 500 600 700 800 900 1000
Flight Availability
Health Protection & Hygiene
Brand Equity JFK
Los Angeles
Portland
Tampa
Portland airport leads in health protection and hygiene
JFK airport is ranked number In terms of the availability of flights

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Post COVID - Major Topics of Discussion

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Verbatim - Post-COVID
“I'm in a whole row and
surrounded by other whole
empty rows, I think there is 100
open seats, so definitely plenty
of social distancing”
“When I got to customs at the
airport in Atlanta we were
ushered into lines that were really
just massive crowds of people not
more than a foot apart from each
other”
“There’s an available flight
to get me home to the UK
(had two flights cancel via
Dubai)”
“please say you won’t stop
all domestic flights also
and close the aircraft
viewing area and please
stay safe”
“Plane cancelled cant get
another flight out till
tomorrow at an airport
that's 2hrs away. Thank
god I'm staying with family.”
“I came in off an international fly
during the peak of coronavirus
with very little medical screening
😷, only to be treated like a
criminal over a nasal spray later.”
“Best time to book a flight is
now!! Cheap fares and nobody
flying!”
“I want to thank chad wolf
and homeland security, the
job they did at the airports
was really incredible.”
“Honestly, I thought there
would be stations for hand
sanitizer and wipes.”

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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 May 2020 to June 15, 2020
-76.
-74.
-72.
-70.
-68.
-66.
-64.
-62.
May 4, 2020 June 1, 2020 June 15, 2020
Frequency of Weekly US Flights in %

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