Passenger feedback - in real time
The Problem
Airports serve thousands of passengers daily but have no mechanism to understand their experience in real time. Paper surveys reach less than 1% of passengers, results arrive weeks late, and international travelers - often the majority - are excluded entirely from the analysis.
Without zone-level data (check-in, security, gates, restrooms), it's impossible to pinpoint specific issues. Management invests based on intuition, not objective passenger data.
The Solution
kazva.bg places QR codes at every key touchpoint in the passenger journey - from check-in zones to baggage belts. Passengers scan, rate, and move on - the entire process takes under 60 seconds. Surveys automatically adapt to the device language.
Negative ratings trigger an instant alert to the responsible manager. Each airport gets a real-time dashboard with NPS by zone, satisfaction trends, and cross-terminal benchmarking.
Automated weekly reports summarize key metrics and track the impact of corrective actions.
What the regulator requires from the airport operator
Regulation EU 261/2004
Passenger complaint handling, service standards
Enforcement: DG CAA
kazva.bg captures feedback at 500+ touchpoints across Bulgaria's 4 national airports
ACI Airport Service Quality
34 attributes, 8 quality categories (707,000 passengers globally, 2025)
Enforcement: Industry benchmark
NPS data from kazva.bg maps to all 8 ASQ categories
Research-backed evidence
The largest passenger feedback system in Bulgaria, covering Sofia, Varna, Burgas, and Plovdiv airports.
QR-based feedback achieves dramatically higher participation than paper surveys (typically <1%).
Features
Multilingual surveys
Automatic adaptation to the passenger's device language. Support for 4+ languages, covering most international travelers.
Zone-by-zone analytics
NPS and trends per zone - check-in, security, gates, restrooms, retail - for precise problem identification.
Service provider accountability
Data links feedback to specific zones and providers, enabling objective SLA performance assessment.
Automated weekly reports
Key metrics, trends, and impact of corrective actions - summarized and sent automatically every week.
Ready to transform your feedback?
Get in touch to discuss how kazva.bg can help your organization.
Book a 25-minute consultation