Case Study: AENA improves passenger satisfaction with HappyOrNot

World's largest airport operator makes 50 million passengers happier

AENA, the world’s largest airport operator, needed a better way to understand and improve passenger experience across its extensive airport network. To do this, AENA worked with HappyOrNot, using Smileys and QR-based Smiley Link feedback tools to collect real-time passenger opinions at key service نقاط such as security, baggage claim, restrooms, lounges, and parking.

HappyOrNot helped AENA gather over 50 million passenger feedbacks and install 1,000 devices across its network, with data integrated as a KPI in AENA’s management systems. The solution enabled real-time alerts, better resource planning, and service improvements across all areas, contributing to increased passenger satisfaction throughout the airport network.

AENA

Ricardo Campo

Passenger Experience and Facilitation Department