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Frankfurt Airport introduces real-time feedback system for passengers

Frankfurt Airport (FRA) is introducing a standardized passenger feedback system for use during all important phases of the travel process. The new system will be available at key locations and functions across Terminals 1 and 2, including security checks, sanitary facilities, information counters, and the Lost&Found office. Passengers can directly voice their opinions about services right where they are provided. In return, it enables Fraport to just as quickly and efficiently respond to the real-time feedback.

The system could hardly be more intuitive: passengers simply click on a “smiley button” – green for positive, yellow for neutral, or red for negative – to answer a feedback question. Especially where the very important aspect of cleanliness is concerned, the system adds considerable value by enabling the airport’s operator to instantly pinpoint and remedy any shortcomings. This can make a crucial difference during hours with peak passenger traffic volumes.

Fraport AG, the airport’s operator, has been consistently committed to continuously improving the customer experience and quality of service at Germany’s largest aviation hub, as expressed in its slogan “Gute Reise! We Make It Happen”. Other examples are the Frankfurt Airport App and free Wi-Fi.

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