New York, January 22, 2026 - FeedbackNow today announced the publication of its Q4 2025 Global Airport Index, offering airport leaders a timely, data-driven benchmark to evaluate operational performance and traveler experience across the full passenger journey. Built on millions of real-time, on-site traveler inputs and powered by FeedbackNow’s predictive analytics AI platform, the Index delivers a clear, comparable view of how airports are performing quarter over quarter, year over year, and against global peers.
As airports continue to face ongoing capacity constraints, staffing variability, and rising traveler expectations, the FeedbackNow Global Airport Index serves as a practical leadership tool — helping operators move from reactive reporting to proactive performance management.
About the Q4 2025 Global Airport Index
The FeedbackNow Global Airport Index consolidates real-time traveler sentiment across 12 operational dimensions, producing a single satisfaction score that reflects performance at every stage of the airport experience — from check-in and security to retail, restrooms, and arrivals.
For airport operations and customer experience leaders, the Index answers two essential questions:
- How are airports performing right now, across every stage of the passenger journey?
- How does my airport compare to similar airports globally, regionally, and by size?
By publishing the Index quarterly, FeedbackNow enables airports to track momentum, identify emerging risks, and benchmark improvement initiatives with far greater precision than traditional surveys allow.
Q4 2025 Results and Key Insights
In Q4 2025, global satisfaction increased slightly to 73%, up from 72% in Q3, signaling a period of stabilization after earlier fluctuations. While gains were incremental, the quarter revealed clear signals about where targeted investments and operational focus are delivering results.
Operational bright spots
- Information Desks showed the strongest quarter-over-quarter improvement, rising to 90%, underscoring the importance of visible, well-supported service touchpoints.
- Restrooms (84%), Food & Beverage (74%), Retail (81%), and Check-In (79%) also posted meaningful gains, reflecting progress in cleanliness, availability, and throughput management.
Persistent pressure areas
- Departures (57%) and Smoking areas (42%) remain the lowest-rated touchpoints, indicating structural challenges that require long-term redesign rather than short-term fixes.
- Security (76%) and Lounges (82%) held steady, suggesting consistency but limited upside without capacity or process changes.
Regional performance
- Africa (81%), Latin America (76%), and Rest of World (80%) led Q4 results, highlighting strong momentum in airports investing aggressively in modernization and service consistency.
- North America (72%) and Europe (72%) reflected continued congestion and operational strain in mature markets.
Airport segment insights
Mid-sized airports handling 5–15 million passengers annually stood out as top performers at 83%, reinforcing that scale-balanced operations often enable more agile response to traveler needs. Smaller airports and mega hubs showed modest gains, but with wider variability.
Year-to-Date Perspective: Progress Beneath the Surface
On a year-to-date basis, overall satisfaction reached 88% in 2025, just below 89% in 2024. Importantly, most operational dimensions improved year over year — including Information Desks, Security, Retail, Baggage Claim, and Restrooms — signaling structural progress despite quarterly volatility.
Declines in Smoking areas and Rental Car experiences highlight the value of using benchmarking to isolate systemic issues beyond core terminal operations.
How Airports Can Use the Index to Drive Improvement
The Q4 Index reinforces a critical lesson for airport leaders: benchmarking delivers the greatest value when it is operational, continuous, and comparative. For FeedbackNow customers, the Global Airport Index is not just a quarterly report — it is a living management framework embedded directly into day-to-day operations.
Turn benchmarks into action, not observation
FeedbackNow customers can map their own real-time results directly against the Global Airport Index by touchpoint, airport size, and region. This allows leaders to identify where performance gaps are statistically significant — not just visible — and prioritize interventions where they will have the greatest impact on traveler sentiment.
Benchmark against true peers
Rather than comparing against a single global average, FeedbackNow customers can benchmark performance against airports of similar passenger volume and geography. This peer-based view helps leadership teams set realistic, defensible performance targets while avoiding misleading comparisons between fundamentally different operating environments.
Detect change early with continuous benchmarking
Because the Index is built on live, on-site feedback, FeedbackNow customers can track quarter-over-quarter and intra-quarter movement in near real time. Early shifts in satisfaction — particularly at high-risk touchpoints like Departures, Security, and Baggage Claim - enable teams to intervene before issues escalate into systemic problems.
Align frontline execution with executive priorities
Benchmark insights can be cascaded from the executive level to frontline teams, ensuring that staffing, cleaning, maintenance, and service decisions are tied directly to measurable experience outcomes. This creates a shared performance language across operations, customer experience, and leadership.
Move from benchmarking to prediction
By combining benchmark comparisons with FeedbackNow’s predictive analytics, airports can anticipate where satisfaction is likely to decline based on historical patterns, traffic surges, or operational stress. This enables proactive resource allocation - transforming the Index from a scorecard into a forward-looking planning tool.
For FeedbackNow customers, the Global Airport Index becomes more than an industry benchmark - it becomes a continuous improvement engine, helping airports move faster, act earlier, and deliver more consistent traveler experiences across every journey stage.
Download the Full Report
Download the full FeedbackNow Global Airport Index – Q4 2025 Report to explore detailed benchmarks and insights.
Executive Perspective
“Q4 shows us that airports are beginning to stabilize - but stability alone isn’t the goal,” said Steve Peltzman, CEO of FeedbackNow. “The Global Airport Index is designed to help leaders understand where experience is improving, where it’s structurally broken, and where proactive action will matter most. Airports that use benchmarking as a management tool - not just a report - will be best positioned to deliver resilient operations and better journeys in 2026 and beyond.”
About the Global Airport Index
The FeedbackNow Global Airport Index is the industry’s only recurring, real-time benchmark for airport experience worldwide. By aggregating millions of live traveler feedback votes and applying advanced AI analytics, the Index provides a consistent, comparable standard to help airports track performance, anticipate issues, and improve operations. All FeedbackNow airport customers can access customized reports aligned to their specific terminals, touchpoints, and peer groups.
About FeedbackNow
FeedbackNow is the global leader in real-time, on-site feedback solutions, empowering organizations to listen instantly, respond intelligently, and continuously improve. With millions of feedback interactions captured daily, FeedbackNow transforms traveler sentiment into actionable intelligence - helping organizations close the gap between service delivery and customer expectations.
Media Contact:
Kristin Oelke
Chief Marketing Officer
koelke@feedbacknow.com
+1 703 678 7707
Contact us to learn more about how FeedbackNow can help improve your customer experience and operations!
