Operations
Real-time passenger feedback in airports and transit
How to collect passenger feedback in real time at terminals, stations and on vehicles, using live display QR codes, a multilingual UI and fast routing.
To collect passenger feedback in real time at airports and on public transport, put location-linked QR codes and live displays where passengers already stop or wait (gate areas, restrooms, platforms, inside vehicles), then make sure every report reaches the right team within minutes. A passenger will board a plane, train or bus a few minutes from now. If they can't report a problem in that moment, they won't report it at all. This post covers setup options for terminals, stations and vehicles, how live display codes work, and how to reach travelers who speak different languages.
Passengers on the move have a narrow window
In a hospital or public building, visitors usually wait a while. In transport, attention spans are short and always on the next step: the gate number, the connection, the bags. That has three consequences:
- Keep forms short. A passenger can give a 1–5 hygiene rating in seconds but will abandon a long survey.
- Make the location precise. Instead of "the restroom was dirty," you want "B gates, 2nd floor, men's restroom" to arrive automatically. Because every QR code and display is tied to a location, passengers never have to type where they are.
- Respond fast. The next passenger walks into that restroom five minutes later. Reading the report hours from now doesn't fix anything.
Three settings, three setup approaches
| Setting | Typical points | Suggested entry point | Focus |
|---|---|---|---|
| Airport terminal | Gate waiting areas, restrooms, airside zones, baggage claim | Live displays in waiting areas; printed QR or NFC in restrooms | Hygiene, service quality, wayfinding |
| Stations and stops | Platforms, ticket halls, elevators and escalators, restrooms | Printed QR posters; live displays indoors | Fault reports, cleanliness, sense of safety |
| On board | Buses, trams, metro cars, commuter trains | Printed QR on seat backs or by the doors | Comfort, cleanliness, driver and staff conduct |
Terminals
Terminals are both the busiest and the most multilingual setting. A live display in a gate waiting area shows a QR code passengers can scan while they wait, and the display language rotates through your enabled languages. In restrooms, a printed QR or NFC tag is more practical. While the cleaning team logs its own work at the same restroom, passenger hygiene ratings and the team's logs show up side by side.
Stations and stops
At stations, a lot of feedback is fault reporting: a stopped escalator, a broken ticket machine, a damaged bench. Letting passengers attach a photo helps here. Setting up each elevator or escalator as its own location means the maintenance team can go straight to the problem.
On board
Installing a live display inside a vehicle often isn't practical; a printed QR or NFC tag does the job. If you set up each vehicle as its own location, you'll know exactly which one a complaint came from. You can adapt the location hierarchy (Building → Floor → Unit → Location) to your fleet: for example, a depot or operator at the building level, a route at the unit level and a vehicle at the location level. Passengers submit over their own mobile data, so you don't need on-board connectivity.
How live display codes work
A live display (dynamic QR) is a kiosk or information screen that keeps refreshing a location's code. Unlike a printed poster, the code is never static.
- The display fetches a new code every 15 seconds, and each code is valid for 30 seconds, so a code scanned just as the screen changes still works.
- A session opened this way counts as verified, because the code can only be scanned in front of that screen. The same property is used as proof of presence for staff logs.
- The display language rotates through your enabled visitor languages every 45 seconds, so travelers get a chance to see it in their own language.
- Content shifts slightly every 2 minutes to protect the panel, and a screen wake lock keeps the display on.
Display setup steps
- In the admin panel, open Displays and create a registration code for the location. It's valid for 10 minutes.
- On the kiosk or screen, open your organization's
/displaypage in the browser and enter the code. - Choose whether the screen shows only the dynamic QR or a poster template with live QR slots.
- Monitor status from the panel: screens that signaled within the last 45 seconds show as Online, the rest as Offline.
When needed, you can rotate the display's credential, disable it, and check scan stats for the last 30 days.
Reaching multilingual travelers
The visitor interface is available in Turkish, English, German and Arabic, with Arabic shown right to left. Passengers can switch languages themselves. Admins can read comments written in other languages through optional AI translation in the panel.
Practical tips:
- Write poster text in at least two languages. The template editor supports up to 10 text elements.
- Short calls to action like "Scan and rate" work better than long explanations.
- Keep the display language rotation on at gates near international routes.
- Add information such as lost and found or connection details as content pages, and consider turning on dynamic content translation.
Getting reports to the team within minutes
Real-time feedback only matters if someone reads it in real time. A few settings make that happen:
| Setting | What it does |
|---|---|
| "Rated 1" and "Rated 2" alerts | Sends an email, SMS or in-app alert to the person responsible when a hygiene score is low |
| Complaint category alert | Notifies the right manager when a complaint arrives |
| Following a location | A manager follows a specific restroom or gate and hears only about events there |
| SMS quiet hours | Overnight SMS alerts are held and sent as one digest SMS when the window ends |
| Webhook | Sends a signed notification to your existing operations system when a ticket is routed or its status changes |
An admin routes each ticket, with a note, to the right resolution team: the cleaning contractor, maintenance or passenger services. Team members see it in the team inbox and conclude it. If the passenger left contact details, they get an email or SMS when the status changes. If not, they can track it with their request code.
What to watch, and in which report
- Scan analytics: Shows which channel (QR, dynamic QR, NFC) and which locations scans come from. Points with few scans usually have badly placed posters.
- Hygiene report analysis: Shows hygiene scores by location and hour. Scores that dip at peak times point to gaps in the shift plan.
- Plan compliance: Compares expected and actual cleaning logs against the cleaning plan.
- Feedback analytics: Category, tone and a retrospective process analysis of time to first read and time to close.
Reports export to Excel, and individual tickets export to PDF.
FAQ
Do passengers need to download an app?
No. Passengers scan the QR with their phone camera and the form opens in the browser, with no account needed. Submissions are anonymous by default.
Can someone send the same complaint over and over?
An identical message at the same location within 15 minutes is rejected. For hygiene ratings, the window for the same score is 5 minutes. Submissions per minute are also limited.
Does a live display need an internet connection?
Yes. The display connects to the server to refresh its code, and it shows as Offline in the panel if the connection drops. Where connectivity is unreliable, printed QR or NFC is a better fit.
Should I use NFC or QR on vehicles?
QR is more familiar to passengers and works with any phone. NFC is most useful when you want to verify that the vehicle cleaning crew was actually on board; that verification works only in the EnaFeedback mobile app. You can use both for the same location.
The bottom line
Capturing the passenger's voice in transport comes down to a short form at the right spot, a precise location and a fast response. When live displays, printed QR codes and NFC tags feed one panel, you can see the whole network, from terminal to vehicle, in a single picture. Explore our airports and public transport solution and QR posters and displays feature, or request a demo for your operation.