KONNECT INSIGHTS FOR AVIATION

The CX platform aviation trusts when seconds matter.

From the moment a passenger tweets about a delayed flight to the boardroom report that prevents the next one — Konnect Insights connects every signal across airlines, airports, and the full passenger journey.

10+Live aviation clients

4Airlines

4Airports

30+Channels monitored

Trusted by

Air India IndiGo Akasa Air Kenya Airways Delhi Airport BIAL GMR Goa Noida International Digi Yatra Encalm

Book a demo See client stories

Total Passengers 2.4M ↑ 12% vs last 7 days

Overall Sentiment 87.6% ↑ 6.3% vs last 7 days

Issues Resolved 4,832 ↑ 18% vs last 7 days

Churn Risk 2.4% ↓ 32% vs last 7 days

Top Flight Routes by Feedback Last 7 days

DXB → LHR1,248

JFK → LHR982

SIN → SYD756

LHR → JFK642

BOM → DXB521

Rikki JanaeWichita, Kansas

Passengers walking through a sunlit airport terminal

Sentiment by Touchpoint

87.6%Positive

Positive87.6%

Neutral8.9%

Negative3.5%

Top Issues View all

Delayed Flights 1,248↑ 12%

Baggage Handling 892↑ 8%

In-flight Service 634↓ 6%

Check-in & Boarding 521↓ 11%

Refunds & Rebooking 412↓ 14%

Passenger Feedback View all

Real-time conversations across all channels

All Social Media Reviews Surveys Support In-flight

Sarah L12 min ago

Great experience on my flight from JFK to LHR! Crew was amazing...Positive

James T18 min ago

The boarding process was chaotic and took too long. Otherwise fine.Neutral

Priya S1 hr ago

My baggage is still missing. Can you help me track it?Negative

The problem

Aviation is the most complained-about category on social. And most brands still hear about it from a journalist.

Crisis moves faster than your team

A 30-minute outage generates 10,000 social posts before the comms team opens their first alert. Reactive listening is not an option in aviation.

Passengers speak on every channel simultaneously

Twitter/X, Instagram DMs, WhatsApp, Google Reviews, TripAdvisor, app stores. No airline has a team fast enough to cover them manually.

Operational data never reaches the people who need it

Analysts spend Monday building the report leadership needs on Friday. By then the moment has passed, the churn has happened, and the competitor has capitalised.

CLIENT STORIES

Trusted across the full aviation ecosystem

Select any brand to read the full story, how they use Konnect Insights, the modules they run, and the outcomes they see.

/ KRC in action

Ask a question.
Get a board-ready answer.

KRC turns passenger signals into executive intelligence. Ask about your brand, your terminal, or a competitor — and get an answer in plain language, not a dashboard to decode.

You

Why did passenger sentiment drop after the monsoon disruptions?

KRC Assistant

KRC intelligence

KRC synthesises delay complaint spikes, staff mention trends, and competitor comparison posts — pinpointing which routes drove the drop and which operational issues passengers blamed. BLR-DXB complaints spiked 3.4x this week, peaking 18:00-21:00. Competitor carriers gained 18% share of voice during the disruption window.

BLR-DXB spike: 3.4x Peak: 18:00-21:00 Competitor gain: +18% Routes affected: 4

KRC connects to 40+ leadership questions across 8 intelligence categories — Brand, Risk, Growth, Operations, Boardroom, Customer Care, WFM, and Influencer impact.

Explore all KRC questions

30+ channels and counting

If your passengers are talking,
Konnect Insights is already listening.

Every flight leaves a trail of feedback. From social media and reviews to airline apps, surveys, and support conversations, bring every passenger signal into one intelligence layer.

⚡

🔒 konnectinsights.com / channels

Social Media & Messaging

X / Twitter

Facebook

Instagram

YouTube

Threads

TikTok

Line

Reviews, Web & Feedback

Google Business

App Store

Play Store

Blogs

Web

Feedback

Surveys

Discord

Amazon

Communities, Forums & More

Quora

Trustpilot

Forums

Consumer Forums

Reviews

News

E-commerce Review

Viber

Discourse

THE PLATFORM

What Konnect Insights does for aviation

One platform for the entire passenger conversation, from the first tweet to the boardroom report.

Social Listening

Every mention across 30+ channels, in real time. Crisis signals detected as they happen.

Social Care

Every complaint becomes a tracked ticket with SLA, severity, and routing to the right team.

Competitor Tracking

Monitor rival carriers and airports on sentiment, share of voice, and complaint themes.

Publishing

Plan, approve, and publish across all airline and airport social handles, brand-safe.

Omni-Channel Ticketing

Ticketing across emails, chats, calls, WhatsApp, Social and 30+ channels. Advanced workflows and automation.

Crisis Alerts

Sentiment spike detection with instant alerts to comms, CX, and leadership before it breaks.

Quality Assessment

Score agent responses, audit resolution quality, and track SLA compliance per channel.

KRC Intelligence

Natural language answers to CEO and CMO questions on brand health and passenger sentiment.

KONNECT AI+

AI built for the pace of aviation

AI is not a buzzword here. It is the engine that lets a small team manage a massive passenger conversation.

AI drafts the response to a delay complaint before the agent types a word, matched to tone and context.

PAX

3 hours delayed at DEL and no update. Worst airline ever.

flagged high severity · delay · negative

SUGGEST

We’re very sorry for the delay. Please share your PNR so we can check the latest status and assist you right away.

AI Classification

Ten thousand mentions during a disruption, auto-sorted into delay, baggage, crew, safety, and praise in seconds.

Incoming: 8,420 mentions

DELAY

4,110 · routed to ops care team

BAGGAGE

1,890 · routed to baggage desk

SAFETY

12 · escalated to leadership now

KonnectChat AI

Handles L0 passenger queries on WhatsApp and Instagram, and escalates to a human with full context.

PAX

What’s my baggage allowance on a domestic ticket?

BOT

On domestic flights you get 15kg check-in and 7kg cabin. Need help with anything else?

L0 resolved · no agent needed

THE CX HUB

Too many tools. One passenger.

Most aviation brands run a separate helpdesk, a separate social tool, a separate listening tool, and a call centre that talks to none of them. Konnect Insights is where they all come together.

The fragmented stack

Helpdesk (Zendesk / Freshdesk)

Separate social tool

Separate listening tool

CRM (Salesforce)

WhatsApp, managed apart

Call centre, siloed

unify

KONNECT INSIGHTS

One CX Hub

Every channel, every passenger, one platform. Connect to the tools you keep, replace the ones you do not need.

Listening Social Care Ticketing KonnectChat AI KRC Analytics

The CX platform aviation trusts when seconds matter.