Case Study: Belfast International Airport improves security experience with real-time passenger feedback from HappyOrNot

Real-time Passenger Feedback to Improve the Security Experience at Belfast International Airport

Belfast International Airport faced growing passenger volumes and complaints about long security wait times but lacked a way to measure how travellers felt as they passed through security. To address this, Belfast International Airport partnered with HappyOrNot and in July 2019 installed a Smiley Touch (Smiley Terminal) at the security checkpoint to capture instant, on-the-spot passenger feedback.

HappyOrNot’s Smiley Touch provided real-time insights, weekly reports for the security contractor, and KPIs used to direct staff briefings and operational changes. The solution generated 128,000 responses in just over three months and delivered around 80% positive feedback, enabling Belfast International Airport to react quickly to negative scores, improve passenger satisfaction, manage contractor performance, and boost staff morale.

Belfast International Airport

Nabeel Gill

Head of Security