Passenger Experience Award (New)

This award recognises an airport, airline, or service provider that has demonstrated outstanding commitment to enhancing the passenger journey over the past 12 months. The award celebrates initiatives, services, and innovations that have improved customer satisfaction, accessibility, convenience, comfort, and overall travel experience across any stage of the passenger journey. Organisations of all sizes will be assessed relative to their scale and context. Each organisation must submit evidence outlining the size and nature of the operation, together with examples and measurable outcomes supporting their entry. Entry is by a 5 A4 page submission; the judges will be looking for clear information, backed up by evidence, that pays particular attention to the criteria listed below.

• Customer Experience Innovation: Describe any innovative initiatives, technologies, services, or processes introduced within the last 12 months that have enhanced the passenger experience. Explain how these innovations align with the organisation’s customer service strategy and demonstrate measurable benefits for passengers.
• Delivering Value to Passengers: Describe how the organisation has improved value for passengers throughout their journey. This may include improvements in convenience, accessibility, communication, comfort, personalisation, customer support, digital services, or overall satisfaction. Evidence of customer feedback, satisfaction scores, or service performance improvements should be provided where possible.
• Initiatives that Enhanced the Passenger Journey: Outline the specific activities, projects, or programmes undertaken that have significantly improved the passenger experience. Examples may include service redesign, accessibility initiatives, staff training programmes, digital transformation projects, sustainability measures that benefit customers, or enhancements to airport and onboard services.
• Positive Impact on Service Excellence and Operational Performance: Demonstrate how passenger-focused initiatives have delivered positive outcomes for both customers and the organisation. This may include improvements in customer satisfaction, Net Promoter Score (NPS), complaint reduction, queue management, punctuality, communication during disruption, accessibility outcomes, service recovery, staff engagement, or overall operational efficiency. Explain how these improvements have strengthened the organisation’s reputation and customer loyalty.
• Supporting Evidence: Entrants are encouraged to provide supporting evidence such as customer satisfaction data, passenger feedback, independent survey results, performance metrics, case studies, industry recognition, testimonials, or other measurable indicators of success achieved during the qualifying period.