Project Components

The project establishes a structured, real-time passenger satisfaction measurement system at King Khalid International Airport using HappyOrNot terminals and QR codes. It covers discovery, benchmarking, full rollout, testing, and hypercare, enabling data-driven monitoring of key touchpoints across five terminals. Dashboards, surveys, and clear governance support continuous improvement and better alignment with global customer experience standards.

A. The Challenge

King Khalid International Airport needed a systematic way to capture real-time passenger sentiment across multiple terminals, with no historical baseline and fragmented feedback channels. The challenge was to design a robust, cybersecure measurement framework that supports benchmarking, stakeholder alignment, and decision-making while sustaining high service standards and global competitiveness in airport customer experience rankings.

B. Our Solution

We designed a multi-phase program starting with current-state assessment, stakeholder interviews, and international benchmarking. We then deployed sentiment devices and QR codes, configured test and production environments, and provided a digital survey tool. Dashboards, pilot testing, and structured training ensured adoption. A defined support, maintenance, and improvement plan secured long-term sustainability of the new measurement system.

C. Key Achievements

The project delivered an operational, airport-wide sentiment measurement platform covering five terminals, with devices and QR codes mapped to the passenger journey. RAC gained real-time dashboards, pilot test insights, a clear improvement roadmap, and documented lessons learned. A 30-day hypercare period stabilized performance and enabled a smooth transition to RAC ownership, reinforcing a culture of continuous improvement.