Airport CX inspections look at the entire travel experience to understand how the airport looks, feels, and operates from a passenger’s viewpoint.
Last Updated
Airports that rely on isolated teams often encounter significant challenges in providing a seamless customer experience. Different teams and contractors are responsible for each stage of a traveler’s journey, from check-in and security to bathroom breaks and boarding. This fragmented approach can lead to miscommunication, delays, and inconsistent service quality.
Customer experience inspections (sometimes called CX inspections) bring separate teams together to evaluate the airport experience. Rather than focusing on each team’s responsibilities, they look at how travelers experience the airport as a whole.
In the end, travelers don’t care whose responsibility it is to make the journey smooth. They just care that it is smooth.
Teams create and perform CX inspections with the traveler’s experience in mind. We’ve provided an example airport CX inspection form to serve as a starting point.
Remember: This particular inspection isn’t about checking items off a list but finding points of friction that might not be on anyone’s list. Comments and photos will help the inspector call these points out.
Evaluate cleanliness of and signage for public transit, parking options, rideshare options, etc.
Note signage at each transit point and identify any places where direction is unclear.
Note any obstructions, large gaps between seating, crowded areas, cleanliness issues, etc.
Describe any gaps in experience based on specific needs.
Note available spaces, cleanliness, and other considerations for traveler types.
Evaluate pricing, options, and availability for different traveler needs.
Assess availability and cleanliness, as well as specific needs such as changing tables, wheelchair stalls, menstrual product disposal and vending, etc.
Our more general guide to customer experience inspections breaks down how CX inspections work, how to use them effectively, and how to act on the information your team gathers. The key point: Adopt the perspective of the person using the facilities. In this case, that’s airport passengers.
Different travelers will experience your space in completely different ways. Identifying common goals, limitations, and expectations is easier if you think about specific stories. Your airport may have a list of traveler profiles you can work from; here are some examples.
A business traveler may look for:
Someone traveling with young children may look for:
There are a wide range of disabilities and mobility limitations that impact travel in different ways. While you likely have ADA or other local compliance standards to meet, think through other ways to make this experience smoother, such as:
Think about the couple on their honeymoon, a group of friends headed to their alma mater for a college reunion, or a traveler off to a favorite destination. They may look for:
Global aviation benchmarks such as Skytrax, ACI World’s ASQ, and J.D. Power Airport Satisfaction Studies shape the reputation and competitiveness of airports. They provide independent assessments of customer experience across the industry.
To achieve high ratings on these benchmarks, airports must consistently exceed international standards. By conducting regular CX inspections, airports can identify and address service gaps in real time, ensuring that every touchpoint meets global best practices. Proactive internal audits prepare airports for external evaluations, ultimately leading to higher ratings and increased traveler satisfaction.
Here are some of the key operational areas auditors focus on:
In our work with teams at airports across North America, we’ve come across some great examples of smart ideas to help improve overall terminal quality.
With astoundingly busy airports such as LaGuardia to manage, the Port Authority of New York and New Jersey has a complex web of teams working in tandem to keep everything running. They formed a Service Delivery Unit specifically to look at the traveler experience across these areas of responsibility.
Software tools such as OrangeQC help bridge communication gaps between departments through email compatibility, easy contractor account setup, and complimentary ticket-only app users.
Airports and transit teams of all sizes use our tools to maintain quality in the midst of heavy traffic.
Custodial staff use an airport cleaning checklist to track operational tasks and cleaning. Key items on the checklist include mopping floors, emptying trash bins, wiping down counters, and cleaning restrooms. The primary goal is to maintain cleanliness and adhere to safety standards, and teams typically complete these tasks multiple times throughout the day.
Quality assurance teams and airport managers use an airport CX inspection form to assess passengers’ experiences and perceptions. It helps them evaluate key aspects such as navigation ease, lighting levels, overall cleanliness, seating availability, and staff helpfulness, among other factors.
You should typically conduct these inspections on a monthly or quarterly basis or during periodic audits. We recommend establishing a regular schedule and conducting them proactively.
A team such as the Port Authority’s Service Delivery Unit or the general airport management/operations team should perform walkthroughs. Regardless, it must be a team that can coordinate effectively with everyone in the airport.
Restroom inspection form & cleaning checklist A good quality control plan involves the entire team. Lay out clear expectations for your custodial staff with a restroom cleaning checklist that helps them pass restroom inspections with
Understanding cleaning standards Cleaning standards create a common language for custodial teams and their clients to talk about expectations and performance. Last Updated Jump to a section: Sign up for a free trial Get a
What is a janitorial quality plan? A quality plan is your team’s playbook for meeting expectations and improving service. It’s a written document that defines requirements and the processes that your team will use to
Public area inspection form Keep a close eye on quality in spaces that form a visitor’s first impressions. Download the Public Area Inspection Form (PDF) Last Updated Jump to a section: Sign up for a
Gina is a writer and communications professional with more than a decade of experience in the non-profit sector. She helps organizations showcase their impact through content.
