Customer Satisfaction and Passenger Experience Solution

Deadline for questions: June 30th, 2026

Deadline to indicate interest: July 7th, 2026

Closing Time for Submissions: July 13th, 2026

The selected vendor will provide a comprehensive customer satisfaction and passenger experience solution for a high-volume, complex airport environment. The project involves designing and managing a robust measurement framework capable of analyzing passenger feedback at both terminal and segment levels, with sufficient sample sizes to enable meaningful terminal-level, passenger segment, and seasonal trend analysis. Vendors are also asked to describe alternative statistical reporting and segmentation methods should their proposed design not accommodate all analytic needs.

Key aspects include designing and administering large-scale sampling across diverse passenger types such as domestic, transborder, international, and south terminal travelers, with data gathered at various times and during seasonal demand peaks. The solution should support granular analysis, including distinctions between connecting and origin-destination passengers, and integrate feedback methodologies that minimize survey fatigue without sacrificing analytical rigor.

The vendor must offer advanced analysis and insights, including driver and impact analysis for corporate reporting, scalable trend detection, and effective segmentation modeling capable of processing data from millions of passengers annually. The framework should clearly differentiate statistically significant findings from noise, supporting enterprise-level priority setting.