Turn baggage-claim feedback into an owned terminal question
Collect a brief, labeled signal after baggage claim so airport teams can review wayfinding, hall conditions, and arrival flow with the right owner.
Read the guideAirport passenger feedback system
A passenger-experience signal at the right terminal point.
ThumbsUp gives airport and terminal teams a touchless way to invite a brief service rating at an approved, fixed touchpoint. A passenger faces a compatible camera-equipped Android tablet, gives a hand gesture, and authorized managers review the configured location and time signal alongside operational observations.
Airport deployment is a procurement and suitability exercise. Any point must support a deliberate pause, free-hand access, accessibility, security review and a safe route around passenger flow.
Check-in, security exit, gate, baggage claim, or restroom approachPilot workflow
Find the right service point
Check-in, security exit, gate, baggage claim, or restroom approach
Invite a brief gesture
A customer faces the camera and holds the gesture until accepted
Review the operating signal
Terminal-area and time context for passenger-experience review
1sDefault approval confirmation display, according to the current product documentation.
Ask the question that matters to your team
Authorized managers can create or change the short question shown on assigned feedback devices. After Question Mode is enabled on those devices, customers answer the active question with a supported hand gesture—for example, “How good was the cleaning service?”—so each location can collect a signal about the service moment it wants to improve.
Practical guides
Go deeper on the service moments that shape this workflow.
Use these focused guides to plan placement, compare collection options, and decide which operational question to test first.
Build an airport passenger-experience feedback loop around approved moments
Build a practical airport passenger-experience feedback loop that combines fixed-point signals with the airport's existing surveys, logs, and service owners.
Read the guideMeasure restroom experience at the exit, where facilities can act
Design an optional restroom-exit feedback point for airport facilities teams, with clear placement, accessibility, custodial follow-up, and scope limits.
Read the guideCollect feedback after security without disrupting the queue
Plan an approved, post-checkpoint feedback point that respects passenger flow, accessibility, and the difference between service signals and security metrics.
Read the guideDesign a terminal touchpoint map that operations can use
Create a practical airport touchpoint map that links each feedback device to a terminal stage, safe pause point, owner, and review question.
Read the guideWhy airport feedback needs terminal context
Passenger experience is a network of separate moments.
Check-in, security exit, gates, baggage claim, concessions and restrooms have different owners and constraints. A simple signal becomes useful when the airport can name the point, preserve a safe flow and give the right team a question to investigate.
Every zone has a different owner
Terminal operations, facilities, concessions, cleaning contractors and passenger-experience teams may own different touchpoints. Device labels should reflect that boundary.
Passengers have luggage and deadlines
A device must not require interaction while a passenger is walking, handling luggage or moving through a controlled queue. Test an intentional pause point.
A score does not explain security
A lower signal can prompt a review of queues, signs or facilities. It is not a security-performance metric, identity signal or automatic passenger-journey trace.
An airport touchpoint sequence
Approve the point before measuring the moment.
An airport pilot should fit procurement, security, accessibility and passenger-flow review. The operating owner and the alternative feedback channel should be defined before installation.
- 01
Select an approved zone
Choose check-in, security exit, gate, baggage claim or another fixed point with airport and local owner approval. Do not imply a moving-passenger interaction.
- 02
Test passenger access
Check free-hand use, reach, visibility, language-neutral prompting, mobility routes, luggage space, lighting and distance with an alternative channel available.
- 03
Invite a deliberate gesture
A passenger who chooses to pause faces the camera and holds the supported hand gesture until accepted. Participation must not interrupt a security or boarding process.
- 04
Review the terminal signal
Authorized managers compare the configured device, location and time context, then check queue, signage, facilities or concession records to investigate.
Deployment check: The correct distance, angle, lighting, customer position, mounting and alternative feedback path are specific to the site. Test the complete workflow before regular use.
From passenger signal to terminal review
Make a terminal question visible without claiming a journey trace.
ThumbsUp can support a brief point-of-experience signal. It does not replace formal airport passenger programs, complaints, safety systems, security processes or detailed surveys, and it does not automatically connect separate terminal points into one passenger journey.
Narrow time windows
Compare configured periods to decide when a gate, queue exit or facilities point deserves an operations review.
Terminal-zone ownership
Use device and location labels to keep check-in, security exit, gate, baggage claim and facilities questions distinct.
Evidence for a conversation
A change in signal can guide a review of queue, wayfinding or cleaning observations. It does not identify the cause automatically.
Hypothetical operator example
A post-security signal falls during one block.
Hypothetically, a device after a security exit shows a lower signal during a narrow time period. The passenger-experience team reviews queue and signage observations with the relevant owner. The gesture does not measure security performance, passenger identity or a complete terminal journey.
Terminal deployment planning
Use a fixed point where a passenger can safely pause.
Airport teams should make the interaction legible and optional without narrowing a route. Map the point, responsible owner, accessible alternative and approval path before discussing network rollout.
1
Post-process exit
A check-in or security exit can offer a point after the controlled process, subject to airport approval and enough space for a deliberate pause.
2
Gate waiting area
A gate-side point may fit when passengers are already waiting, with sight lines, seating, luggage and boarding announcements considered.
3
Baggage or facilities area
Use a defined post-task point near baggage claim or a restroom approach while keeping staff, cleaning and accessible routes clear.
Useful evidence for a rollout: An airport-approved terminal map, a non-sensitive staged or permissioned setup, and a captioned video showing a stationary passenger interaction and dashboard view can help an airport team evaluate fit. Mock terminals should be identified clearly, and badges, boarding data, faces, security layouts and passenger records should stay out of media unless the airport has approved them.
Choose the interaction for the service flow
A terminal pulse complements formal airport measurement.
An airport chooses a method based on the operational question, approval path and passenger flow. A brief gesture is useful only when the fixed point is suitable.
| Consideration | ThumbsUp | QR survey | Physical-button terminal |
|---|---|---|---|
| Passenger effort | A brief gesture after a deliberate pause at an approved point | A passenger uses a personal phone and completes a form | A passenger reaches a shared control at a fixed terminal point |
| Best fit | A quick signal after a defined terminal moment | Detailed survey, comments, take-away feedback or known follow-up | A rugged input where camera conditions or approval favor a physical control |
| Tradeoff | Requires airport approval, safe flow, power, connectivity and tested recognition | Adds steps and depends on a personal device and attention | Requires shared hardware, maintenance and an accessible reach point |
Product fit and evidence
Keep a terminal pilot inside its approved scope.
The documented ThumbsUp workflow uses a compatible camera-equipped Android tablet to capture a customer gesture for review by authorized managers. The dashboard can provide configured device, location and time context, with employee-related results when schedules are configured.
This page describes a pilot workflow, not an airport deployment, ACI partnership, certification, security integration or passenger-journey tracking. ThumbsUp complements an airport’s established survey, complaint, safety and accessibility channels where those jobs require more detail. Current product evidence says the selfie camera supplies live gesture-recognition input, does not collect biometric data, and ordinary feedback records do not contain a camera image or video; the airport’s own privacy and security review still governs deployment.
Review the product specificationCategory context for the buying conversation
ACI’s Airport Service Quality program and the linked touchpoint suppliers establish a mature passenger-experience category. Those references are category context, not ThumbsUp airport proof. A suitable page therefore focuses on an approved point-of-experience pilot and the operational review that follows.
Questions operators ask
Airports feedback, answered clearly.
These answer blocks describe the supported product workflow and the conditions a site should validate.
How can airports collect passenger feedback?
An airport can assess a fixed, approved point where a passenger can safely pause after a defined moment. With ThumbsUp, the passenger faces a compatible camera-equipped Android tablet, gives a supported hand gesture, and authorized managers review the configured device, location and time signal.
Where should a passenger feedback kiosk go?
Consider a post-process exit, gate waiting area, baggage-claim point or facilities approach where the airport can preserve flow, accessibility, privacy and a deliberate pause. The correct location, distance, lighting, mounting and approval path must be tested locally.
How can airport feedback guide a security or gate-service review?
A signal from a labeled point and time window can focus a review of queues, signage or facilities around that point. Pair it with the airport’s approved security, passenger-service and facilities records when deciding what to improve.
How does this complement ASQ, complaints and airport safety systems?
A brief point-of-experience signal adds local context to formal passenger programs, complaint handling, accessibility duties, security processes and safety systems. Each method keeps its own evidence, approvals, and operational responsibility.
Before a pilot
Questions for an airport pilot review
A practical discovery conversation should make the constraints visible before a team chooses a placement or interaction.
Which airport owner approves the physical point and the camera-facing prompt?
Can a passenger pause with luggage without narrowing a secure or accessible route?
What happens for passengers who cannot or do not want to gesture?
Which privacy, security, language and procurement reviews are required?
Which formal passenger, complaint and safety programs remain in scope?
What non-sensitive terminal image or demonstration has permission to be published?
Keep the scope clear as you compare options
Use neighboring industry pages when the customer moment or operating owner changes. Each page keeps its own placement and decision context.
Scope an airport touchpoint pilot with ThumbsUp.
Bring the terminal zone, owner, approval path, accessibility questions and operational hypothesis. A careful discovery step can show whether a fixed gesture point is suitable before procurement expands.
Scope an airport touchpoint pilot