The Dynamic Customer Feedback Project in Dubai Airport is a part of the Passenger Experience Programme by Dubai Airports Authority for Dubai International (DXB) and Al Maktoum International (DWC). Dubai Airports Authority, responsible for managing the two airports in the emirate of Dubai namely Dubai International Airport (DXB) and Al Maktoum International Airport (DWC), plans to set up a state-of-the-art dynamic passenger sentiment and feedback system to understand passenger feedback and sentiment, to quicken issue resolution process, and to ensure best in class services to passengers traveling through the two airports in Dubai.

IDS Research and Consultancy with its local presence in Dubai has been instrumental in managing hardware, installations and on ground support to the DWC airport in Dubai in partnership with Zonka who will be providing the entire feedback software and support. Currently the project is at a testing phase (POC).  This project will help the airport authority to draw insights from in-depth reports available at Zonka dashboards to strategize and plan key improvements and changes at the Dubai Airports based on the passenger feedbacks captured.

Study Proposition

Dubai Airports are the busiest airports in the world. In 2016, DXB handled 83.6 million passengers. This figure continues to grow with every passing year. Dubai Airport has put passengers and customers experience at the heart of the design of facilities and services at the airport and is employing new technologies to assist in the same.

As a part of improving passenger experience at the two airports of Dubai namely Dubai International Airport (DXB) and Al Maktoum International Airport (DWC), Dubai Airports is looking at capturing in-real-time feedback from passengers while they’re at the airport. This is to ensure that every passenger traveling to and via Dubai Airports can share their feedback in real-time at various touch points like check-in, immigration, transfer area, washrooms, boarding gates and food courts.

The feedback system will help in

• Maximising the number of feedbacks received by Dubai Airports
• Get real-time feedback at the airport
• Setup and customise real-time notifications for issues / negative feedback
• Identify trending and repeated issues over time
• Get real-time reports and dashboards

The feedback systems will help gather feedback and the collected feedbacks are reaching the right stakeholders and responsible teams to take corrective actions and lastly to ensure that feedback trends and ratings are identified and improvements are made to improve passenger experience and feedback.

Some of the key features that have been identified as a part of the real-time feedback system are: