Women in a bathroom, washing and wiping their hands

How to deliver a great passenger experience in airports

Airport Operations Managers need to deliver on passenger expectations and secure quality through every interaction. In the articles below you can read more about passenger experience in airports. 

Airports are more than just passenger terminals. Most of them are complex, multi-functional travel centres with a wide range of services that contribute to the total revenue of airports. Airport Service Quality (ASQ) is a leading airport passenger service and benchmarking programme that measures customer satisfaction. Their studies show that there’s a direct relation between customer satisfaction and revenue.*

An important part of the travel experience
The focus for many Airport Facility Managers has shifted, moving from traditional facility management to experience management. What's the difference? In experience management the aim is to deliver on passenger expectations and provide quality through every interaction. The airport visit is an important part of the overall travel experience, which means that every interaction, every touchpoint, is important. 

Hygiene and passenger satisfaction
Passenger satisfaction and ASQ scores are influenced, maybe more now than ever, by the hygiene and cleanliness of terminals and washrooms. From a maintenance perspective, this means delivering a consistently high standard of cleaning and hygiene as well as ensuring the availability of hygiene products in order to prevent complaints. As the need for improved operational efficiency increases, so does interest for solutions that save time and prevent run-outs, mess and waste. Plus, there’s a demand for operations becoming more optimised and sustainable. Thankfully, all of the above can be achieved with the help of real-time data and technology in the form of data-driven cleaning. 

Want to see how you can benefit from data-driven cleaning?


How upgrading to data-driven cleaning can improve passenger experience in airports

Millions of passengers pass through the washrooms of airports every year. Facility service providers must be capable of continuously dealing with today’s most pressing quality and hygiene challenges to maintain ASQ scores, while balancing budgets and sustainability goals. The visitor flows are very uneven and peak hours are intense, but every individual passenger expects to enter a clean washroom with toilet paper, hand towels and soap available.
Work proactively 
Data-driven cleaning means cleaning staff and their managers get real-time information on cleaning needs. It becomes possible to clean exactly what’s needed, when and where it’s needed, which frees up time for cleaning teams. Time that instead can be invested in better cleaning quality to secure high hygiene standards – including hygiene protocols – and cleanliness for travellers. In fact, data collected from existing customers indicate that switching to data-driven cleaning has helped them save up to 20% of cleaning hours****  and to make sure that dispensers are stocked up to 99% of the time***** – despite the short-notice changes in washroom traffic that’s an inevitable part of passenger terminal cleaning. Plus, managers can analyse data over time to improve cleaning procedures, planning, purchasing and logistics. 
Get higher quality and fewer complaints
Data-driven cleaning enables cleaning staff to deliver higher quality with less effort by making work more meaningful and less stressful from knowing the needs in real time. It helps eliminate complaints before they happen and supports a positive passenger experience – no more empty dispensers and untidy areas. This proactive approach to cleaning operations has been shown to achieve up to 30% higher customer satisfaction******. 
The time to digital is now.

Data-driven cleaning

Real-time data on cleaning needs makes it possible to dramatically improve cleaning operations in three important ways:

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** www.buildings.com/news/industry-news/articleid/22085/title/unclean-restrooms-impact-students

***Compared to competitor’s longest roll towel in Europe and North America

****Based on the documented results achieved by three Tork Vision Cleaning customers, measured before and after the implementation of Tork Vision Cleaning.

*****Measured across nearly 13,000 connected dispensers between June–December 2019, based on time per month that a dispenser is in an empty status against total time per month.

******Measurement of visitor satisfaction in two Tork Vision Cleaning washrooms and two traditionally maintained and equipped washrooms at ISSA/Interclean exhibition, May 2016.  

Note: Tork Vision Cleaning was formerly known as Tork EasyCube®.