Product Airline and Catering Solutions
Measure the Passenger Experience at Every Point in the Journey
icitech develops Airline Passenger Survey Management for airlines that need to collect, analyse, and act on passenger feedback at every stage of the journey — from reservation through to arrival. Rather than relying on a single post-flight questionnaire, the platform makes visible exactly where and why the passenger experience is shaped, and routes real-time action signals to the relevant operational teams.
02 The problem
Experience That Cannot Be Measured Through a Single Channel
An airline journey is made up of dozens of interconnected touchpoints: check-in, lounge, boarding, cabin service, catering, baggage reclaim, and customer services. A general survey sent after the flight rarely identifies which link in that chain caused a problem. If a passenger had an outstanding cabin experience but a chaotic boarding process, the averaged score does not give operational teams a reliable signal on which to act. Airline Passenger Survey Management closes this gap by associating the context that makes feedback meaningful — flight number, route, cabin class, loyalty programme tier, aircraft type, or service point — directly with the survey response.
03 Capabilities
Omnichannel Feedback Collection
The platform manages e-mail, SMS, QR code, mobile application, web, kiosk, tablet, and in-flight digital channels within a single framework. Offline data collection is included in scope for operations where internet connectivity is limited. Passengers respond through whichever channel they prefer, and the system matches each response to the correct flight and journey context automatically.
Journey-Based Survey Structure and Dynamic Question Flows
Surveys can be configured separately for each touchpoint — check-in, lounge, boarding, cabin service, catering, and arrival. Dynamic question flows introduce conditional questions based on the passenger's profile or a previous answer, so each passenger is presented with the questions most relevant to their specific experience. NPS, CSAT, and CES metrics are structured to align with the organisation's existing KPI framework, while open-ended comments are categorised by topic, sentiment, and recurring issue using text analytics.
Real-Time Alerts and Closed-Loop Management
When a critical or low satisfaction score is received, the system notifies the relevant operational or passenger experience team automatically. The resolution process and any follow-up steps with the passenger are tracked end to end, forming a closed-loop passenger experience model. The management dashboard presents trend and KPI data by route, station, and service breakdowns in real time.
04 How it works
Integration with Existing Systems
Airline Passenger Survey Management is designed for API-based integration with PSS, CRM, loyalty programme, DCS, mobile application, contact centre, complaint management, and data warehouse systems. Passenger feedback moves beyond being an anonymous survey response and becomes data that can be analysed in the full context of the relevant flight experience. This depth of integration shifts data from the reporting layer into the operational decision-making layer.
Operational Scenario: Route and Cabin-Level Analysis
Following a London–Istanbul service, Business Class passengers might receive a short survey focused on cabin service and catering, while Economy passengers receive questions on boarding, seat comfort, and overall experience. A low-scoring passenger record is opened automatically for the Passenger Experience team. Where catering satisfaction on a specific route declines over a defined period, the system surfaces that trend in the management dashboard, providing a concrete evidence base for a service improvement discussion with the catering operator.
icitech's Approach
icitech brings together capabilities in mobile and web development, artificial intelligence and data, software engineering, and enterprise integration to design solution architectures that fit within an airline's existing digital estate. Airline Passenger Survey Management can be tailored to the organisation's passenger experience methodology and KPI framework. It can be deployed as a standalone platform or operate as an extension of an existing complaint management or CRM infrastructure.
05 Same group
Other products
- Airline and Catering SolutionsEnd-to-End Digital Platform for Inflight Retail Operations
- Airline and Catering SolutionsAirline Catering Pre-Order & Personalisation: From Passenger Preference to Aircraft Galley
- Airline and Catering SolutionsDigital Checklist Platform for Aircraft Loading and Turnaround Operations
- Airline and Catering SolutionsBring Airline Catering and Food Safety Audits onto a Digital Platform
- Airline and Catering SolutionsCentralise Passenger Complaints, Manage to SLA, and Identify Operational Root Causes
- Airline and Catering SolutionsConsolidate Airline Safety Management in a Single Platform
06 FAQ
Frequently Asked Questions
01Does the solution only cover post-flight surveys?
No — it covers multiple touchpoints including reservation, check-in, boarding, and arrival, so the passenger experience can be monitored throughout the entire journey.
02Which channels can be used to collect passenger feedback?
The platform supports e-mail, SMS, in-app notification, QR code, kiosk, and web, allowing data to be collected through whichever channel the passenger prefers.
03Do all passengers receive the same survey questions?
No — dynamic question flows adapt the survey content automatically based on the passenger's travel profile and behaviour, producing more relevant and targeted feedback.
04How quickly is feedback routed to operational teams?
Critical feedback triggers real-time alerts to the relevant teams immediately, so issues can be addressed before they accumulate.
05What does closed-loop management mean in practice?
Closed-loop means that a complaint or low score is not simply recorded — it is assigned to the responsible team, acted upon, and the outcome tracked through to resolution, which strengthens both passenger satisfaction and operational accountability.
06Can the solution integrate with our existing airline systems?
Yes — API-based integration is supported for CRM, PNR, PSS, DCS, and operational management systems, creating a centralised analytical environment without duplicating data.
07Is it possible to analyse feedback separately by route or cabin class?
Yes — data can be segmented by route, cabin class, and flight segment, giving operational teams the granularity they need to prioritise improvements accurately.
08Is this solution suitable for regional carriers as well as large network airlines?
The solution is built on a scalable architecture and can be configured to suit operations of different sizes, from regional carriers through to large network airlines.
09How is passenger data protected?
The system is designed to process personal data in line with international data privacy standards, including the requirements buyers operating under UK GDPR or GDPR will recognise; data anonymisation and access controls are built into the solution.
10Does icitech build this solution from scratch or supply an off-the-shelf product?
icitech develops and tailors the solution to each airline's operational requirements rather than supplying a standard product, drawing on sector knowledge to build a system that fits the organisation's specific processes.
07 Contact