Showcasing the Best of Welsh Business


Cardiff Airport Report 91% Passenger Happiness with Security Processes


Happy customers

A 2015 report reveals that 91% of passengers are happy with the security clearance process at Cardiff Airport, and a further 86% of passengers flying through Wales’ national Airport are happy with their experience at check-in.

The statistics, collated and supplied by customer insights specialist HappyOrNot, reflect the results of a customer feedback tool located in two permanent positions within the terminal.

The ‘smiley stations’ are located at different points along the passenger journey, giving customers the opportunity to rate the check in and security process by choosing one of four smileys – ranging from Very Happy to Completely Dissatisfied.

A breakdown of the results

Of the 100,054 passengers that responded to ‘How happy were you with your check-in today?’ 75% were Very Happy and 11% were Happy.

138,940 passengers responded to ‘How happy were you with security today?’ and 79% were Very Happy while 12% were Happy.

Debra Barber, Managing Director and Chief Operating Officer at Cardiff Airport, said:

“This positive feedback is a reflection of the on-going hard work underway to enhance customers’ experience at Cardiff Airport and offer a warm, Welsh welcome to all our passengers.

“The terminal has undergone a number of improvements since 2013, including the opening of a brand new walk-through tax and duty free store in February. This month work will begin to completely transform the Departures area, including brand new food and drink outlets, which will be ready in time for the summer 2016 season. This passenger feedback is great news and I look forward to continuing on this positive path of growth, so we can fly the flag for Wales and give the people of Wales a national Airport to be proud of once again.”