Case Study: iGA Istanbul Airport Improves Passenger Experience with Wiseback

The Success Story of Passenger Experience at iGA Istanbul Airport

IGA Istanbul New Airport, one of the busiest airports in the world, required a solution to measure and manage the passenger experience in real time across its massive terminal and all digital touchpoints. The challenge was to gather and analyze feedback from millions of travelers to continuously improve their journey.

Wiseback implemented a solution using its experience management platform, deploying 236 kiosk screens and QR codes for real-time feedback collection in multiple languages, alongside integrating its surveys into the airport's website and mobile app. This provided IGA with AI-driven, real-time insights and instant notifications for low scores. The measurable results were significant, including an 8% improvement in CSAT, a 2-point increase in NPS, and an 18% rise in CES, based on over 150,000 collected feedback points across 30 touchpoints. Wiseback's technology became the vital infrastructure for IGA's customer experience management.

IGA Istanbul New Airport

Abdulkadir Ercan Demirtaş

Customer Experience Manager