Salzburg airport elevates passenger experience with HappyOrNot
Real-time feedback boosts satisfaction at security control
For over eight years, Salzburg Airport has relied on HappyOrNot’s Smiley Terminals to capture passenger satisfaction across its airport operations, collecting up to 60,000 passenger feedback responses annually. Recently, Salzburg airport has elevated its use of HappyOrNot’s instant feedback system to the more advanced Smiley Touch touchscreen kiosk, enabling passengers to not only rate their experience but also share specific reasons behind their feedback through its multi-tiered survey capabilities.
Prioritizing passenger, customer, employee, and visitor satisfaction has always been central to Salzburg Airport’s operations. Initially utilizing a simple mailbox system for feedback, they transitioned to HappyOrNot’s solution with specific focus on evaluating security control performance. This modern approach enhances their traditional feedback methods, offering quick and engaging surveys that give passengers a voice in shaping the airport experience.
“HappyOrNot fits our needs perfectly—it’s fast, user-friendly, and extremely efficient,” said A. Klaus, Head of Public Relations at Salzburg Airport.
Creating a world-class passenger experience
As an international travel hub, Salzburg Airport serves passengers from all over the globe, welcoming visitors from destinations including Scandinavia, the UK, the Middle East, Asia, and the Americas. But its offerings extend far beyond travel. The airport is also a destination for locals, offering a unique blend of shopping, dining, and leisure. With popular outlets such as the Relay shop, a local bakery, and the iconic rooftop terrace hosting exclusive events, Salzburg Airport has something for everyone.
Conveniently located near Germany and the heart of Salzburg, the airport is easily accessible via public transport and by car, offering ample parking with electric vehicle charging stations. And the commitment to improving passenger comfort and safety continues. Over the coming years, Salzburg Airport will invest €105 million in infrastructure upgrades, with the first changes set to roll out by 2026. A key challenge will be the integration of the EU’s Enter-Exit (EX) system, a significant step requiring operational and structural transformation.
Small airport, big impact
Salzburg Airport has a strong track record of understanding and responding to the needs of its passengers. An excellent example of this customer-first approach is the creation of its Business Lounge, established in direct response to requests from both passengers and airlines.
Even during the pandemic in 2021, Salzburg Airport recorded its highest satisfaction ratings, with 90% of passengers expressing high satisfaction with the airport’s security control. Since mid-May of this year, passengers have also been able to provide reasons for their feedback, offering deeper insights into their experiences. The airport’s success is largely attributed to its friendly staff and personalized service, which are made possible by its manageable size. Short wait times and positive interactions with staff are top priorities, ensuring that each passenger leaves with a smile.
“The great thing about it is that it’s understood internationally,” added Klaus. “The Smileys communicate without words, making them especially interesting for airports, train stations, and other transport hubs.”
HappyOrNot’s insights do more than highlight areas for improvement—they empower decision-making and act as a real-time barometer of customer sentiment. Whether measuring feedback in security checks, restrooms, parking areas, or restaurants, the data gathered helps Salzburg Airport continually enhance its services and ensure a consistently high-quality travel experience for everyone.
About Salzburg Airport
Salzburg Airport expects around 1.66 million passengers in 2024. New airlines and long-established destinations with increased frequencies are pushing the airport ahead. Also new destinations in the route offering with airlines such as Wizz or Iberia, Eurowings, Nouvelair or Scandinavian Airlines are boosting the airport. The new connections and the frequency increases on well-booked routes are essential not only for the airport, but also for the local economy and tourism. As an economic and job engine for the region, with 1,300 employees in various areas such as airport operations, customs, freight forwarding, car rental and aircraft maintenance, the airport is the gateway to many cities and regions worldwide. Visit www.salzburg-airport.com/en
About ScanLang
As the preferred contractual partner for Austria, Switzerland and Slovenia, ScanLang implements the HappyOrNot system in various organizations and provides support to users. For ScanLang’s customers, this analysis tool is used to analyze satisfaction, understand expectations and improve processes. This makes a decisive contribution to users increasing the trust of their target groups and thus their loyalty. Ultimately, ScanLang makes a significant contribution to ensuring that the customers improve their goals in increasing sales or using resources and that consumers, citizens, patients and employees are happier. Visit www.scanlang.at.