Case Study

How ANA Enhanced Passenger Experience: Insights from Heathrow Airport

Discover how All Nippon Airways (ANA) leveraged real-time passenger feedback at Heathrow Airport to enhance their check-in process, improve customer satisfaction, and strengthen brand loyalty. Through a short survey-based study with bilingual interviewers, Vocal Views captured valuable insights that reshaped ANA’s operational strategies.

AdobeStock 330835143 scaled
90

of surveyed passengers rated their check-in experience positively.

65

of frequent flyers expressed appreciation for expedited check-in lanes.

80

of passengers highlighted the importance of shorter wait times at self-drop baggage counters.

Company

All Nippon Airways (ANA) is Japan’s largest airline and a global leader in customer-focused travel experiences. Renowned for their innovative services and commitment to excellence, ANA connects passengers to over 50 international destinations.

Website

www.ana.co.jp

Headquarters

Tokyo, Japan

Industry

Airlines and Travel

Products used

Passenger check-in experience at Heathrow Airport.

The Challenge

ANA approached Vocal Views to conduct Market Research at Heathrow Airport. Their objectives were:

  1. To assess passenger opinions on their check-in experience.
  2. To identify specific pain points and areas for improvement.
  3. To gather actionable insights from both English-speaking and Japanese-speaking passengers.

The Approach

Vocal Views designed and executed a targeted, real-time survey process at Heathrow Airport, leveraging both quantitative and qualitative research methods.

  • On-Site Surveys: Conducted short, structured interviews (3–5 minutes) with passengers immediately after check-in, capturing fresh insights.
  • Segmented Analysis: Surveyed passengers by type—business, leisure, frequent flyers, and first-time travellers—to identify unique needs.
  • Bilingual Teams: Deployed two English-speaking and two Japanese-speaking interviewers at staffed and self-drop baggage check-in counters for comprehensive feedback.
  • Open-Ended Feedback: Allowed passengers to describe their ideal check-in experience.
  • Data Analysis: Combined statistical data with open-ended responses to deliver actionable insights.

Key Insights and Impact

  • Improved Technology
  • Enhanced Staffing Levels
  • Better Customer Experience
  • Increased Brand Loyalty

Key Insights and Impact

1. Improved Technology

Feedback revealed inefficiencies in self-drop baggage systems. ANA is now upgrading their software for faster, more reliable service, reducing delays and improving satisfaction.

2. Enhanced Staffing Levels

Insights indicated that longer wait times during peak hours negatively impacted satisfaction. ANA has committed to increasing staffing levels at check-in counters during busy periods to improve efficiency.

3. Better Customer Experience

The surveys highlighted the need for tailored experiences:

  • Expedited check-in lanes for frequent flyers and first-class passengers.
  • Family-friendly lanes to accommodate travellers with children.

4. Increased Brand Loyalty

Post-surveys revealed that the majority of passengers rated ANA highly on satisfaction and loyalty metrics. Improved services have boosted the likelihood of passengers recommending ANA to others.

Client Feedback

“Thank you again for working with us on this project. It was successful. Looking forward to working with you in the future. 😊” – ANA

Results at a Glance

  • 90% positive feedback from surveyed passengers.
  • Plans to implement faster self-drop baggage software.
  • Tailored check-in processes for families, frequent flyers, and first-class passengers.
  • Improved satisfaction through additional staff during peak hours.

Conclusion

The Heathrow Airport Study for ANA demonstrated the value of real-time customer feedback in improving operational strategies and passenger satisfaction. By addressing key pain points at the check-in stage, ANA enhanced the travel experience while reinforcing their reputation as a customer-focused airline.

Looking ahead, Vocal Views is excited to continue collaborating with industry leaders like ANA, delivering innovative research solutions that elevate customer experiences.

 

Ready to transform your customer insights into actionable strategies? Contact us today to learn more!

Participate