Passenger feedback collection and routing

Purpose

1.1. Automate passenger feedback collection at international airports to gather experience ratings, complaints, and suggestions across terminal touchpoints via digital and physical channels.
1.2. Automated routing and classification ensure feedback is categorized (e.g., security, baggage, retail), prioritized by urgency, and assigned to the responsible department for resolution.
1.3. Automating escalations and follow-ups drives continuous passenger experience improvements, regulatory compliance, and operational transparency.

Trigger Conditions

2.1. Automated feedback request initiated post-check-in, after security, boarding, or arrival.
2.2. Automation triggered by scans of QR codes in terminals, completion of Wi-Fi login, or app interactions.
2.3. Scheduled automation via batch campaigns (e.g., end-of-day or weekly feedback rounds).
2.4. Event-based triggers: complaint filed, VIP passages, or disruption events (delays, lost luggage).

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Automate sending feedback requests and receiving replies using Messaging API; Configure SMS webhook for automated routing.
3.2. SendGrid
• Feature/Setting: Automate email surveys via Marketing Campaigns API; Automator links track responses and automate routing.
3.3. Qualtrics
• Feature/Setting: Automated survey distribution via Actions; configure Feedback Routing Rules for department assignment.
3.4. SurveyMonkey
• Feature/Setting: Automate survey delivery with Webhooks/Collector API; automate real-time response collection.
3.5. Zendesk
• Feature/Setting: Automate feedback ticket creation with API; use Triggers to automate case routing and escalation.
3.6. Slack
• Feature/Setting: Automate internal alerts of new feedback via Incoming Webhooks; channels for automated cross-department notifications.
3.7. Microsoft Teams
• Feature/Setting: Automate feedback alerts using Incoming Webhook connector; automate feedback to relevant Teams channels.
3.8. Google Sheets
• Feature/Setting: Automate response logging via Sheets API; functions automate update and analytics.
3.9. Salesforce
• Feature/Setting: Automate case creation from feedback with Web-to-Case; automate workflows for feedback resolution.
3.10. HubSpot
• Feature/Setting: Automate feedback forms and automator-triggered workflows; automate assignment to service pipelines.
3.11. Aircall
• Feature/Setting: Automate voice survey calls via API; automate transcript routing using tags.
3.12. Zapier
• Feature/Setting: Automate workflow connection between feedback tools; automates multi-app reaction triggers.
3.13. Google Forms
• Feature/Setting: Automate response collection to Sheets and automate email alerts on submission.
3.14. Power Automate
• Feature/Setting: Automate multi-system feedback flow, notifications, and escalation paths between Microsoft services.
3.15. Freshdesk
• Feature/Setting: Automate feedback as tickets; use Automator scenarios for routing based on keywords.
3.16. Mailchimp
• Feature/Setting: Automated feedback survey mails and segment-based automator follow-ups.
3.17. Jira Service Management
• Feature/Setting: Automate feedback issue creation and automator-driven assignment.
3.18. Typeform
• Feature/Setting: Automate form-based feedback; automate webhook integration for response handling.
3.19. Trello
• Feature/Setting: Automate feedback task cards via API; automatable checklists for action tracking.
3.20. Notion
• Feature/Setting: Automate feedback database updates; automator notifications when new feedback is logged.
3.21. ServiceNow
• Feature/Setting: Automate feedback intake, workflow routing, and automated escalations.
3.22. Intercom
• Feature/Setting: Automate chat-based feedback capture; automation for user tagging and routing to support.
3.23. Monday.com
• Feature/Setting: Automate board updates from feedback; automator-driven assignment based on urgency.
3.24. Smartsheet
• Feature/Setting: Automate row updates for feedback submissions; automates conditional workflows for staff action.

Benefits

4.1. Automates time-intensive manual feedback collection, ensuring consistent and complete passenger coverage.
4.2. Automation increases speed and accuracy of routing to relevant airport departments, expediting issue resolution.
4.3. Supports data-driven improvements by automating structured feedback analytics and reporting.
4.4. Automatedly engages passengers at optimal moments, improving survey completion rates and actionable insight capture.
4.5. Automator-driven escalations reduce error and ensure critical feedback is addressed promptly, protecting airport reputation.