New App and panel to improve passenger experience at Dublin Airport 

by Rose Barrett
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Dublin Airport has introduced two new tools which will ensure it gets quicker feedback from passengers on services at the airport. Kenny Jacobs, CEO of daa (formerly Dublin Airport Authority) says a new passenger panel and App feature can identify issues and improvements that need to be made. 

The new tools are described as a new ‘Rate My Airport’ feature on the much-improved Dublin Airport app which allows passengers to give feedback and flag issues in real-time and a new “Passenger Panel” which will meet face-to-face with Kenny Jacobs, CEO of Dublin Airport operator daa, and Gary McLean, Managing Director of Dublin Airport, to ensure passenger needs are understood and to identify the services and facilities at Dublin Airport that need to be improved further.  

Passenger satisfaction levels at Dublin Airport rose steadily over the past year on the back of the successful 15-point Better Dublin Airport improvement plan which was rolled out by daa in Spring 2023. 

Jacobs said: “Passengers are at the centre of everything we do and by listening to them on an ongoing basis we can identify ways to continually improve Dublin Airport. Our new Passenger Panel is an exciting initiative that will enable us to connect directly with the most important people in our business – our passengers – and get a better understanding of their needs.

“The Panel’s feedback, combined with that gathered via our newly improved Dublin Airport app and other well-established feedback tools, will help identify where the Airport is getting things right and where we need to improve. We want to be the airport that listens most to its passengers, ensuring the standards at Dublin Airport are amongst the highest of any capital city airport in Europe.”

New Passenger Panel

The new Passenger Panel will consist of a diverse range of airport users who will provide valuable feedback on all aspects of the airport offering. The Panel’s job will be to help daa get a deeper understanding of what people love about Dublin Airport and what they would like to see more of in terms of improved services and facilities.

The Panel will meet twice per year with daa’s CEO Kenny Jacobs Dublin Airport Managing Director, Gary McLean. Chosen from the general public via a competition on Dublin Airport’s social media channels, Panel members will also have the opportunity to provide input and feedback throughout the year. The chosen Panel members will be reflective of Dublin Airport’s diverse passenger base. The competition to join the Passenger Panel will be advertised on Dublin Airport’s social media channels over the coming weeks.

Dublin Airport is also introducing a new “Rate my Airport” feature on the official Dublin Airport app. App users are now able to provide ratings on key aspects of their airport journey in real-time via a simple star-rating system and user-friendly drop-down menu. Passengers can easily offer their feedback in just seconds, even when they are on the move.

Along with its existing research tools, thefeedback from the Passenger Panel and new Rate My Airport app feature will be used by daa  to guage feedback from airport users (including the popular “Happy or Not” devices located throughout both terminals). In August 2023 alone, Dublin Airport received nearly 220,000 ratings on these devices.

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