Case Study: Dublin Airport achieves real-time passenger feedback to improve the passenger journey with HappyOrNot

How Dublin Airport Uses Real-Time Feedback to Improve the Passenger Journey

Dublin Airport partnered with HappyOrNot in 2013 to get faster, higher‑volume passenger feedback across the travel journey because traditional surveys were too slow, costly, and sampled too few people. To solve this, Dublin Airport deployed HappyOrNot’s Smiley Terminals (initially eight, now 49) and five Smiley Touches in lounges to capture real-time satisfaction at key touchpoints.

HappyOrNot’s real‑time analytics are integrated into Dublin Airport’s BI platform and a daily scorecard shared with operations and third‑party suppliers, enabling immediate corrective action, validation of new projects, and ongoing supplier performance management (including US pre‑clearance and lounges). The result is rapid identification of low‑performing areas, large hourly/daily response volumes that build confidence in the data, inclusion of scores in executive reports, and a measurable uplift in the airport’s ability to prioritize improvements and monitor passenger happiness year‑on‑year.

Dublin Airport

Jennifer Dandy

Performance Improvements Manager