FeedbackNow Introduces Quarterly Global Airport Index to Help Airports Leverage Real-Time Feedback and Improve Performance Across the Passenger Journey
New York, October 16, 2025 - FeedbackNow today announced the publication of its Q3 2025 Global Airport Index, introducing a new quarterly benchmark for airport performance worldwide. The Index provides airport operations and customer experience leaders with a transparent, data-driven view of traveler sentiment—measured and analyzed across 12 dimensions in real time through FeedbackNow’s predictive analytics AI platform.
In an industry where passenger expectations shift by the minute, the FeedbackNow Global Airport Index helps airports move beyond delayed surveys and static reports — delivering a live operational compass for decision-making and improvement.
About the Q3 2025 Global Airport Index
The FeedbackNow Global Airport Index consolidates millions of real-time traveler inputs into a single percentage score that reflects passenger satisfaction across every stage of the airport journey. The Index serves as an industry-wide benchmark while also allowing individual airports to evaluate their own results within the context of global and regional performance.
For airport operations and CX leaders, the Index answers two essential questions:
- How are airports performing right now, across every journey stage?
- How do airports compare to peer airports worldwide?
Q3 2025 Results and Key Insights
In Q3 2025, the global satisfaction score declined to 78.1%, down from 80.9% in Q2, signaling ongoing operational pressures and traveler frustration across several key touchpoints.
Regional Performance:
North America (87.3%) remained the global leader in satisfaction despite a slight decline from Q2 (88.3%), while Latin America and the Caribbean (82.4%) also saw a modest decrease from the previous quarter (84.5%). Europe (73.3%) and Africa (73.7%) continued to trail other regions, each recording sequential declines that underscore ongoing challenges in service consistency and recovery. In contrast, the Rest of World category experienced a notable surge to 86.1%, up sharply from 60.0% in Q2—reflecting significant improvements in select airports within Asia-Pacific and the Middle East.
Year-to-Date Trends:
On a year-to-date basis, regional momentum remains largely positive. Compared to the same period in 2024, North America (88.6%) and Latin America/Caribbean (83.6%) both posted gains, indicating stronger traveler sentiment and operational reliability. Africa (75.7%) showed the most impressive year-over-year improvement, up nearly 10 points from 66.4%. Europe (76.6%) and Rest of World (87.4%) remained steady relative to 2024 levels.
Bright Spots:
Information Desks (84.3%) and Lounges (82.0%) continue to rank among the highest-rated touchpoints, maintaining stability quarter over quarter and demonstrating the value of responsive service and comfortable environments during the travel journey.
Pain Points:
Check-In (76.3%) and Security (76.5%) saw modest declines, likely tied to throughput congestion and staffing variability. Food & Beverage (71.4%) and Departures (69.1%) posted further erosion, while Baggage Claim (66.5%) and Rental Car (66.3%) recorded the steepest quarterly drops—signaling persistent friction in downstream travel experiences.
Overall, while the quarter reflected softening in global satisfaction, predictive indicators from real-time feedback suggest that airports focusing on proactive issue resolution and resource balancing are better positioned to stabilize traveler sentiment heading into Q4.
Download the full FeedbackNow Global Airport Index – Q3 2025 Report here.
Executive Perspective
“For years, FeedbackNow has partnered with airports worldwide to capture the pulse of the passenger journey in real time,” said Steve Peltzman, CEO of FeedbackNow. “Earlier this year, we introduced the industry’s first report built on modern, on-site feedback and AI-powered predictive analytics. Based on the strong response, we’re now committing to quarterly publication - helping airports use live traveler insights to anticipate needs, remove friction, and elevate the journey experience. This is at the heart of our vision: a world where every moment of travel is improved by real-time data, predictive intelligence, and the authentic voice of the passenger.”
About the Global Airport Index
The FeedbackNow Global Airports Index is the industry’s only recurring, real-time benchmark for airport experience worldwide. By aggregating millions of live traveler feedback votes and applying advanced AI analytics, the Index establishes a consistent, comparable standard that helps airports track progress, anticipate issues, and improve performance. All FeedbackNow airport customers can also receive custom reports tailored to their operations, enabling them to compare their results against the global benchmark and identify targeted opportunities for improvement. The prior report for Q2 2025 can be downloaded HERE.
About FeedbackNow
FeedbackNow is the global leader in real-time on-site feedback solutions, empowering organizations across industries to listen instantly, respond intelligently, and continuously improve. With millions of feedback votes collected daily around the world, FeedbackNow transforms raw sentiment into actionable intelligence - helping organizations close the gap between service delivery and customer expectations.
Media Contact:
Kristin Oelke
Chief Marketing Officer
koelke@feedbacknow.com
+1 703 678 7707
Contact us to learn more about how FeedbackNow can help improve your customer experience and operations!
