Targeting Passenger Experience Enhancement, New Technology at Airports Gauges Services Satisfaction in Real-time

Cambodia Airports has recently deployed connected boxes allowing passengers to send satisfaction feedbacks on services inside the terminals of Phnom Penh, Siem Reap, and Sihanouk international airports. The information is collected and monitored live, enabling teams to swiftly identify possible hindrances, intervene and smooth them out, resulting in better serving passengers at the airports.

Developed by Skiply, a startup selected during the VINCI Startup Tour in 2016 and accelerated by VINCI Airports, the userfriendly and wireless connected devices, coined as “Smilio”, provide an innovative solution to:

• Collect real-time information
• React timely and be ready for action
• Improve passenger satisfaction during their journeys at the airports

Éric Delobel, CEO of Cambodia Airports, the operator and developer of the 3 international airports, says: “Live management of passenger satisfaction is at the core of our airport mission. Smilio is a smart way to help us achieve it.”

The connected boxes have been positioned at several key spots throughout the passenger’s journey, including the airports’ Information desks, baggage areas, lost & found counters, passport control desks at departures, visa collection counters at arrivals, customs, security/x-ray checkpoints, smoking lounges, exits for arrivals, shops & restaurants, waiting lounges, boarding gates, arrival halls, stand-by baggage trolley zones, lavatories, premium lounges, and check-in areas.

Estelle Marin-Lamellet, Project Director at Skiply, specifies : “A total of 180 units have been successfully installed across Cambodia Airports terminals. Passengers from over 55 destinations can now rate their experience by just pressing one button. All Skiply teams are obviously delighted to support Cambodia Airports in offering their customers more comfortable and pleasant travel experiences. Beyond the satisfaction boxes deployed in the different terminals, the solution includes a live alerts supervision system that helps operational teams react quickly and efficiently improve the quality of service.”

Éric Delobel adds: “Cambodia’s international airports benefit from belonging to the network of VINCI Airports as using innovation for leveraging the quality of service is a commitment underpinning its 46 airports worldwide. Therefore, we constantly seek partners who share the same mindset, which is the case of Skiply. I also would like to commend all our airports partners, managing shops and restaurants, on being involved along our side.”