Case Study: Dallas/Fort Worth International Airport achieves higher passenger satisfaction and actionable insights with HappyOrNot

Elevating the Passenger Experience at DFW International Airport

Dallas/Fort Worth International Airport, serving more than 64 million passengers a year, needed a reliable, high‑volume way to measure and improve passenger experience at key touchpoints (baggage, passport control, ticketing and security). To capture daily sentiment at scale, DFW deployed HappyOrNot Smiley® Terminals beginning in December 2014.

HappyOrNot’s terminals and dashboards let DFW collect an average of 25,000 passenger responses per month (up to 45,000 in peak months), spot hourly dips in the Happy Index, validate corrective actions through shifts from red to green feedback, and generate automated daily/weekly/monthly reports. As a result, HappyOrNot enabled DFW to prioritize amenity changes, respond faster to service fluctuations, and demonstrably improve satisfaction across measured areas.

Dallas/Fort Worth International Airport

Ricky Griffin

Customer Relations Coordinator, Customer Experience