The Airports Authority of India engaged ORG India to understand passenger experiences across domestic and international airport terminals. The study focused on gathering structured feedback from passengers to assess satisfaction levels, identify key experience gaps, and understand how different aspects of the airport journey influence overall passenger perception.
The research covered 58 airports and examined passenger feedback across various touchpoints of the airport experience. Insights from the study helped identify areas for improvement and provided a clearer understanding of passenger expectations, supporting informed decisions around service quality and airport experience enhancement.