Zone 01
Arrivals & Wayfinding
First impressions, signage clarity, accessibility, and ground-transport connections.
- Signage clarity
- Accessibility
- Ground transport
- Wait time
- First impression
Use Cases / Airport
Traveller Experience
Measure every step of the airport experience from parking to gate and surface the touchpoints that need attention before passengers walk away disappointed.
Overview
Passengers experience the airport as a single trip, but operators manage a chain of zones, vendors, and teams. PXP helps you see the journey the way travelers feel it - not as disconnected reports.
Arrivals, check-in, security, retail, restrooms, and gates are each managed by different teams - yet passengers experience them as one journey.
Traditional surveys capture a fraction of a percent of passengers. By the time data is gathered, the issue has already impacted thousands of people.
A 40-minute security queue during peak boarding is an emergency. Weekly reports do not help. Airports need intelligence that arrives in time to act on it.
The Problem
Traditional surveys give you a score after the fact. They rarely explain why the experience changed or which zone needs attention first.
Survey response rates in airports rarely exceed 4% - the other 96% of experiences go unmeasured
Feedback aggregated weekly or monthly lags too far behind operations to drive real-time decisions
Fixed kiosk placements miss entire zones - restrooms, stands, and gate areas often have no coverage
Different operators and contractors use different tools, making a unified journey view impossible
Post-trip surveys capture impressions, not moments - passengers forget or conflate individual touchpoints
Cleaning, maintenance, and staffing decisions are made on schedules, not demand signals from passengers
How It Works
PXP deploys a mix of kiosks, QR codes, and SMS to collect in-the-moment feedback at each zone. Every touchpoint feeds the same dashboard.
First impressions, signage clarity, accessibility, and ground-transport connections.
Queue length, staff helpfulness, self-service kiosk reliability, and baggage handling.
Wait times, process clarity, staff conduct, and lane availability during peak periods.
Product availability, pricing perception, queue speed, and service quality in concessions.
Cleanliness frequency, availability, maintenance responsiveness, and accessibility.
Seating availability, information quality, gate agent helpfulness, and lounge experience.
The Outcome
Instead of aggregate satisfaction scores, PXP gives operators a ranked view of every zone so it is always clear where to direct attention first.
Example
A security queue spike during the morning peak and how PXP turns passenger signals into operational action before boarding is affected.
Fourteen passengers in 11 minutes rate security as "poor" at Terminal B kiosks. Wait time comments cluster around "40+ minutes" and "missed connection."
Feedback volume at Security is 4x the Tuesday morning average. Satisfaction score drops to 38% - 26 points below the prior-week baseline for the same time window.
A priority alert is sent to the Terminal B operations manager with the passenger feedback summary, zone score, and a recommended action: open additional lanes.
The operations manager opens lanes 4 and 5 and calls in a supervisor. New passengers entering the queue begin moving through in under 12 minutes.
Security satisfaction score returns to 71% over the following 20-minute window. The incident is logged automatically in Action Hub with response time and resolution notes.
14 responses - Sat. 38% - Avg wait 43 min
6 responses - Cleanliness 42% - No paper
9 responses - Info quality 31% - Font issue
Helpfulness 96% - 22 positive mentions
Frequently Asked Questions
Answers to the practical questions operations, IT, and CX teams raise during evaluation.
PXP uses kiosks, QR codes, and SMS to capture in-the-moment feedback at each zone. Passengers can respond at the touchpoint they are using without needing an app or account.
Yes. Each zone can be tracked separately while still rolling up into a single passenger-journey view across terminals, concessions, restrooms, and gates.
When a zone score drops or a feedback pattern emerges, Action Hub can route the issue to the right team in minutes so operations can respond before the delay spreads.
Yes. PXP is designed to keep the analysis focused on operational signals, not personal data, so teams can improve service without exposing passenger identities.
Common issues include queue delays, cleanliness, wayfinding, gate information, staffing gaps, restroom availability, and concession service quality.
Business Impact & ROI
PXP helps airport teams move from reactive response to proactive operations.
See It Live
The fastest way to understand what PXP can do for your airport is to see your own terminals in the platform —your zones, your touchpoints, your passenger signals. A demo takes 30 minutes.