Passenger Survey Highlights Security, Passport Control and Baggage Collection as Most Negative Airport Touch-Points
A survey says that passengers feel more negative emotions at the airport security checkpoint and during the baggage collection process than at any other points during the travel process.
SITA's annual Passenger IT Trends Survey asked 5,800 survey respondents to rate their last travel experience through each step of the journey in terms of positive emotions (happiness/excitement) and negative emotions (anger/anxiety) based on Plutchik’s Wheel of Emotions model.