Hartsfield-Jackson Atlanta International Airport (ATL) is one of the busiest airports in the world, serving millions of passengers each year. To deliver a seamless, journey-wide experience, ATL partnered with Avius to capture real-time passenger feedback across security, retail, restrooms, transportation systems, and more. This case study explores how ATL transforms in-the-moment sentiment into operational improvements, employee recognition, and measurable commercial impact.
Annual Traffic:
Over 100 million passengers
Data collection points:
Over 260 across all the terminals
Feedback responses:
4 million per year
“…So for us, our concern is their entire journey through the process, meaning from the time they leave their home to the time they get through security, to the time they get to their gate, they board their flight and then also their return back….”
ATL’s vision is clear: deliver a seamless, end-to-end customer journey.
But with thousands of daily touchpoints — including:
The airport needed a scalable way to monitor service levels, identify issues quickly, and provide stakeholders with actionable insight. The goal was not simply to collect feedback, but to operationalise it.
ATL receives substantial positive feedback, which feeds directly into its ATL WOW employee recognition programme. This initiative celebrates staff members who deliver exceptional service and support the airport’s customer experience vision.
Using Avius data, ATL can:
Hartsfield-Jackson Atlanta International Airport deployed a fully integrated feedback ecosystem from Avius, designed to capture passenger and employee sentiment at every critical touchpoint.
The whole deployment contains over 260 data collection points across the whole airport.
The solution includes:
The smiley-face buttons capture instant, in-the-moment sentiment. By analysing response volumes and trends, ATL can trigger deeper follow-up surveys via QR codes or tablets to uncover the root causes behind neutral or negative experiences — enabling targeted operational improvements while also identifying and celebrating positive service delivery.
Importantly, feedback isn’t viewed as negative — it’s balanced.
ATL receives substantial positive feedback, which feeds directly into its ATL WOW employee recognition programme. This initiative celebrates staff members who deliver exceptional service and support the airport’s customer experience vision.
Using Avius data, ATL can:
Through this long-term partnership, Avius has helped Hartsfield-Jackson Atlanta International Airport capture over 4 million passenger feedback responses each year, while also supporting the recognition of frontline staff through the airport’s annual ATL WOW awards programme — helping boost staff morale and celebrate service excellence across the airport community.
As a result, ATL has gained deeper insight into:
Most importantly, ATL recognises the commercial impact of experience.
A great travelling experience leads to greater revenue across the airport ecosystem.
By capturing in-the-moment feedback and transforming it into actionable intelligence, ATL continues to enhance service delivery, strengthen stakeholder collaboration, and ensure passengers enjoy a seamless, world-class travel experience.
“Our partnership with Avius has been outstanding. It gives us valuable insight into the passenger journey across our airport, helping us understand where we’re doing well and where we can improve to deliver a better travel experience.”
Charles Pettis
Director of Customer Experience
Hartsfield-Jackson Atlanta International Airport