This system, which allows passengers to rate their experience with a simple smiley-face icon, will be placed throughout the airport, including key areas like check-in and security.
As the airport expands its destinations – ready for its busiest summer since 2020 with 17 easyJet routes on sale – and continues to prioritise passenger satisfaction, the reintroduction of this tool will enable London Southend to maintain quick, easy and enjoyable journeys for every passenger.
A spokesperson for London Southend Airport said: “By capturing instant feedback, the system helps the airport identify areas for improvement, ensuring that any issues are addressed quickly and effectively. Whether it’s a quick smiley rating or more detailed feedback, passengers are encouraged to share their thoughts and help us maintain our already award-winning standards of service.”
Before the COVID-19 pandemic, HappyOrNot was a key part of the airport’s customer experience strategy, collecting 1.5 million feedback submissions, with satisfaction levels at an average 87.5%.
In FY17/18, London Southend was rated the sixth happiest airport in the world for customer feedback on security, baggage reclaim, check-in, and more.