The passenger-voice
platform for airports.
The survey, intake, and reporting engine behind the AAI customer-satisfaction programme. Nine intake channels, 100+ languages, AI categorisation, audit-ready regulator reporting. Production-tested. Live.
The terminal today
is a wall of survey tools.
Security CSAT on one platform, lounge survey on a second, website widget on a third, regulator's quarterly on a fourth. Different taxonomies, different teams. Only the feedback officer sees the silos — at month-end, when the reports won't reconcile.
- Channels siloed — separate vendors, separate taxonomies.
- Languages stop at two or three — Hindi, English, maybe one regional.
- Free-text categorised by hand — analyst memory drives the category list.
- Regulator format assembled in Excel — three analysts, a week before deadline.
- Every channel on one engine — QR, kiosk, surveyor app, web, mobile, WhatsApp, SMS, email, IVR.
- 100+ languages by default — auto-detected at capture.
- Free text categorised, sentiment scored — sensitive items queued for human review.
- DGCA quarterly in ~2 hours — ACI ASQ feeds the same way.
Nine ways to ask.
One engine.
Different moments, different channels. One engine, one taxonomy, one audit trail — so the regulator submission and the CEO's dashboard are the same data.
QR codes.
Context-aware QR — each code deep-links to the right survey for the moment.
Kiosk.
Language-detecting, 3–5 questions, under 30 seconds. Hardware-agnostic.
Surveyor app.
Designed for first-time smartphone users. Offline-first, route-driven. The instrument the AAI rollout runs on.
Web widget.
Drop-in widget for the airport portal, booking flow, post-arrival page. CSP-friendly, SSO-aware.
Mobile app SDK.
SDK in the airport's app. Surveys triggered by flight event, location, or user action.
WhatsApp.
WhatsApp Business templates triggered by flight events. The reachable channel in India.
SMS.
Short-link SMS or in-message single-question CSAT. DLT-compliant for India.
Email.
Triggered against booking confirmation, boarding pass, post-arrival window. Frequency-capped.
IVR + voice.
Voice survey via IVR, or voice capture in any channel. Multilingual TTS + STT.
From boarding pass
to regulator submission.
Passenger responds.
Any of nine channels, in their language. Audit-hashed at intake.
Categorised & scored.
Free text classified against your taxonomy. Sensitive items queue for supervisor review.
Action or insight.
Real complaints route to AeroResolve. Trends to terminal-ops. Sentiment to ATOMS.
Regulator export.
DGCA quarterly, ACI ASQ feed, ICAO 9184 mapping. Every export signed and audit-logged.
Three roles.
One record, three views.
Airport CEO.
CSAT trend by terminal, DGCA submission ready-state, regulator deadline countdown, per-category cause breakdown. Reads the cause, not just the headline.
Feedback officer.
Configures surveys, manages the response loop, supervises sensitive-category review, signs off the regulator report. The keyboard at the centre of the workflow.
DGCA inspector.
Quarterly CSS in the format the regulation specifies. Audit log on demand. Per-airport benchmark across the AAI network.
The product airports
actually use.
Production-ready in a single quarter.
Live at two AAI pilot airports with full multi-channel capture, 100+ languages, AI categorisation, and DGCA reporting end to end. Pilot template becomes the network template.
- 250,000+ responses processed during the pilot.
- 98% surveyor adoption within the first issue cycle.
- ~2-hour DGCA cycle from assembly to submission.
Rolling out to 100+ AAI airports.
Metros (Chennai, Kolkata), regional hubs, balance of stations — all live through Jul–Aug 2026 on the same template.
- Network benchmarking across all AAI airports.
- Per-airport tenancy with strict access controls.
- Centralised reporting for DGCA, ICAO, and ACI ASQ feeds.
Built to the standards
that govern the report.
Common questions.
Can I buy just the survey engine, without the regulator pack and the complaint loop?
Yes. AeroFeedback Core is the survey designer + nine channels + 100+ languages + analytics. Add the Regulator Pack for DGCA quarterly; the Complaint Loop for closed-loop resolution; Operational Triggers for ATOMS-fired surveys. Each is independent.
What channels can we activate on day one?
Any subset of the nine. AAI runs QR + kiosk + surveyor app + email. A private hub might start with kiosk + WhatsApp + web. Engine is the same; channels are switches.
What happens to a complaint that comes through the survey?
If the Complaint Loop is enabled and AeroResolve is deployed, the response routes there with SLA timer, evidence, and passenger contact. Closure auto-updates the passenger. Otherwise complaints surface in a queue.
Where is the data hosted?
In your chosen region. For AAI and Indian-government customers, data stays inside Indian cloud regions (DPDP-aligned). Other regions on request. Per-airport tenancy, customer-managed keys on Enterprise. Trust Center →
Start with one terminal, scale to the network.
Pilot template production-tested. Scoped in days, configured in a week, live in weeks.
Bring AeroFeedback
to your airport.
A 30-minute walkthrough on your terminals, channels, and regulator deadline.