Travelbiz E-Zine
12
October
2023

Dublin Airport Improves Passenger Feedback Loop with New Passenger Panel and App Feature

#Traveltradetogether

Passenger feedback will help shape further improvements in terminals. New App feature allows passengers to report issues in real-time.

Dublin Airport has introduced two new tools which will ensure it gets feedback from passengers on services at the airport and to identify issues and improvements that need to be made. The new tools being added are:

  • A new ‘Rate My Airport’ feature on the much-improved Dublin Airport app which allows passengers to give feedback and flag issues in real-time.
  • A new “Passenger Panel” which will meet face-to-face with Kenny Jacobs, CEO of Dublin Airport operator daa, and Gary McLean, Managing Director of Dublin Airport, to ensure passenger needs are understood and to identify the services and facilities at Dublin Airport that need to be improved further.

The new tools will be used to further improve passenger satisfaction levels at Dublin Airport, which have risen steadily over the past year on the back of the successful 15-point Better Dublin Airport improvement plan which was rolled out by daa in Spring 2023.

According to Kenny Jacobs, CEO of daa: “Passengers are at the centre of everything we do and by listening to them on an ongoing basis we can identify ways to continually improve Dublin Airport. Our new Passenger Panel is an exciting initiative that will enable us to connect directly with the most important people in our business – our passengers – and get a better understanding of their needs. The Panel’s feedback, combined with that gathered via our newly improved Dublin Airport app and other well-established feedback tools, will help identify where the Airport is getting things right and where we need to improve. We want to be the airport that listens most to its passengers, ensuring the standards at Dublin Airport are amongst the highest of any capital city airport in Europe.”

New Passenger Panel

The new Passenger Panel will consist of a diverse range of airport users who will provide valuable feedback on all aspects of the airport offering. The Panel’s job will be to help daa get a deeper understanding of what people love about Dublin Airport and what they would like to see more of in terms of new and improved services and facilities. The Panel will meet twice per year with daa’s CEO Kenny Jacobs Dublin Airport Managing Director, Gary McLean. Chosen from the general public via a competition on Dublin Airport’s social media channels, Panel members will also have the opportunity to provide input and feedback throughout the year. The chosen Panel members will be reflective of Dublin Airport’s diverse passenger base. The competition to join the Passenger Panel will be advertised on Dublin Airport’s social media channels over the coming weeks.

New App Features

Dublin Airport is also introducing a new “Rate my Airport” feature on the official Dublin Airport app. App users are now able to provide ratings on key aspects of their airport journey in real-time via a simple star-rating system and user-friendly drop-down menu. Passengers can easily offer their feedback in just seconds, even when they are on the move.

Keeping Passengers Happy

The feedback from the Passenger Panel and new Rate My Airport app feature will be used by daa in tandem with the feedback that comes from its existing research tools, including the popular “Happy or Not” devices which are located throughout the terminals. These devices produce thousands of responses daily, offering valuable insights into performance on an hourly basis, leading to swift improvements. In August 2023 alone, Dublin Airport received nearly 220,000 ratings on these devices.

Pictured at Dublin Airport on Thursday morning were (from right to left) Kenny Jacobs, CEO of Dublin Airport operator daa, and Gary McLean, newly appointed Managing Director of Dublin Airport, at the launch of two exciting new feedback tools which will allow the airport to listen more closely to passengers.

Subscribe to our E-Zine

    More

    from latest edition

    Oceania Cruises Exceptional Savings Trade Webinar – Available On Demand
    03rd July 2025

    Oceania Cruises Exceptional Savings Trade Webinar – Available On Demand

    Join Steve Odell, Senior Vice President, International & Consumer Sales, and guests to discover new ways to elevate your business.

    Read more
    Travel Counsellors Ireland 2026 Conference Announcement
    02nd July 2025

    Travel Counsellors Ireland 2026 Conference Announcement

    Travel Counsellors Ireland are delighted to announce that its 2026 conference will be held on Thursday 5th and Friday 6th March, at the 5* Fota Island Resort in Cork. The conference will feature...

    Read more
    Jamaica Celebrates 70 Years with a Carnival Takeover at Notting Hill 2025 – Here’s How You Can Get Involved
    02nd July 2025

    Jamaica Celebrates 70 Years with a Carnival Takeover at Notting Hill 2025 – Here’s How You Can Get Involved

    In celebration of its 70th anniversary, the Jamaica Tourist Board (JTB) is proud to announce its participation in Notting Hill Carnival 2025, joining the road with the Magical Mas Carnival Band....

    Read more
    Royal Caribbean’s First Royal Beach Club NOW available to BOOK
    02nd July 2025

    Royal Caribbean’s First Royal Beach Club NOW available to BOOK

    Vacationers can officially add the ultimate beach day to their bucket lists as Royal Caribbean has opened bookings for the first-of-its-kind beach club experience in The Bahamas. Combining the v...

    Read more
    The 10th Turkish Airlines World Golf Cup, world’s most prominent corporate golf tournament, returns to Dublin on the 26/06/2025
    02nd July 2025

    The 10th Turkish Airlines World Golf Cup, world’s most prominent corporate golf tournament, returns to Dublin on the 26/06/2025

    Turkish Airlines, flying to more countries than any other airline, arrived in Dublin at Powerscourt Golf Club with the Turkish Airlines World Golf Cup on 26/06/2025.  Local high-profile figures ...

    Read more
    Etihad Airways Expands Global Network with New Routes to Salalah and Krakow
    02nd July 2025

    Etihad Airways Expands Global Network with New Routes to Salalah and Krakow

    Etihad Airways, the national airline of the United Arab Emirates, has announced two additional new destinations to further expand its global network. The airline will add seasonal flights to Kra...

    Read more