Case Study: Krakow Airport achieves higher passenger confidence and satisfaction in the "Next Normal" with HappyOrNot Smiley Terminal

Krakow Airport on Managing CX in the “Next Normal”

Krakow Airport, the largest regional airport in Poland serving over 7 million passengers a year, faced the challenge of managing customer experience in the “next normal” created by COVID‑19—rebuilding passenger confidence, communicating new safety and sanitization measures, and understanding reactions to changed terminal layouts and procedures. To tackle this, the airport works with HappyOrNot, deploying the Smiley Terminal to continuously capture quick passenger feedback across key touchpoints.

Krakow Airport first launched HappyOrNot in late 2017 to measure satisfaction at security, check‑in, baggage reclaim and restrooms and has collected over 12 million responses; during the pandemic the airport used HappyOrNot to track sentiment around increased cleaning and new procedures. The data revealed cleanliness as a critical concern, showed a lift in satisfaction when operations resumed, and today indicates a slight increase in passenger satisfaction compared to pre‑pandemic levels—providing Krakow Airport with real‑time, measurable insights to make rapid CX adjustments.

Krakow Airport