Joyous Case Study - Improve Aircraft Turnaround

Set up boarding gate lounges to allow for preboarding queuing of specific rows

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Case Study

Improve aircraft turnaround time

Objective: Understand from the frontline what changes should be made to the turnaround process to ensure efficiency while maintaining safety.

Mandatory PA to board middle zone first. So middle zone can seat first .. makes sense.

Also the first 20 pax could board by front door. As no one on board yet to hold up seating and baggage storage.

The Campaign

A leading low-cost airline set out to reduce aircraft turnaround time. The planning team knew that the key lay with the frontline - the ground crew and cabin teams who make every turnaround possible.

To unlock their insights efficiently, they turned to Joyous, the AI-powered platform that turns frontline conversations into instant, prioritised action plans.

Scope

900

participants

Included airport employees such as gate agents across 7 airports

Context

The low-cost carrier's goal is to reduce turnaround time by 10% - allowing for one additional flight per day. They collected frontline insights from ground crew across 7 airports.

Approach

Objective: Understand from the frontline what changes should be made to the turnaround process to ensure efficiency while maintaining safety.

They asked employees:

  1. Whether they think the airline has an effective turnaround process.
  2. What changes to the process would improve turnaround efficiency?

Sentiment

50% of airport employees felt negatively about the current aircraft turnaround process.

Top 3 actions from feedback

  1. TRIAL BOARDING VIA ZONES – Employees had ideas such as introducing clearer boarding groups or zones, improving passenger flow with barriers and lane management, and refining procedures like staged or zonal boarding.

  2. SPECIAL ASSISTANCE IMPROVEMENTS – Employees suggested adjusting the time allocated for assisted passengers and increasing staff support, such as assigning wheelchair specialists and porters.

  3. INCREASE USE OF TECHNOLOGY – Suggested improving technology by ensuring reliable equipment, introducing clearer digital boarding signs, using iPads for smoother operations, and integrating data systems.

AI that chats back, but isn’t chatty.

Gets enough depth to act on without wasting time.

Asks an instant follow-up question - only if needed.

Knows to back off when sensitive topics are raised.

A human can review and moderate AI replies.

Can be configured to allow a human time to reply first.

Suggests replies for human facilitators.

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Run your own aircraft turnaround campaign

Explore an Aircraft Turnaround campaign directly in Joyous, including sample chats and insights - then run your own campaign for free in just one click.

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