London Southend Airport reintroduces HappyOrNot customer experience system
London Southend Airport has today reintroduced the popular HappyOrNot feedback system to enhance its commitment to exceptional customer service.
This system, which allows passengers to rate their experience with a simple smiley-face icon, will be placed throughout the airport, including key areas like check-in and security.
As the airport expands its destinations – ready for its busiest summer since 2020 with 17 easyJet routes on sale – and continues to prioritise passenger satisfaction, the reintroduction of this tool will enable London Southend to maintain quick, easy and enjoyable journeys for every passenger.
A spokesperson for London Southend Airport said: “By capturing instant feedback, the system helps the airport identify areas for improvement, ensuring that any issues are addressed quickly and effectively. Whether it’s a quick smiley rating or more detailed feedback, passengers are encouraged to share their thoughts and help us maintain our already award-winning standards of service.”
Before the COVID-19 pandemic, HappyOrNot was a key part of the airport’s customer experience strategy, collecting 1.5 million feedback submissions, with satisfaction levels at an average 87.5%.
In FY17/18, London Southend was rated the sixth happiest airport in the world for customer feedback on security, baggage reclaim, check-in, and more.
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About London Southend Airport
London Southend Airport, ranked the best London airport by consumer group Which? six times and voted the best UK airport (under three million capacity) by the Airport Operator’s Association in 2019.
Serving close to 2.3 million passengers in 2019, London Southend offered services to around 40 domestic and European cities. The terminal has its own railway station, less than 100 paces from the main entrance, with up to six trains an hour at peak times to central London, taking just 52 minutes to Liverpool Street and 43 minutes from Stratford. All airport car parks are located minutes from the terminal entrance.