Delta and JFKIAT
TRAX has supported janitorial operations at JFK for more than three years. In 2022, Delta and JFKIAT brought the platform into Terminal 4 — phased across two concourses and the Headhouse, with a passenger feedback tablet at the exit of every restroom.
Feedback that arrives while the passenger is still in the terminal.
JFK is the busiest of the New York airports and remains in the top twenty busiest in the nation. TRAX Analytics has supported janitorial operations at JFK through facility management contracts for over three years, and continues to expand into other terminals.
In 2022 TRAX was awarded a contract to bring SmartRestroom to Terminal 4 in partnership with Delta and JFKIAT. The project was broken into two phases — Concourse A and B first, then an expansion into the Headhouse later in the year. The program initiative is to expand into an additional 26 restrooms over the next few years.
The distinguishing piece is the feedback loop. A passenger tells the terminal something is wrong, and the terminal knows about it immediately rather than at the end of the week.
The Challenge
Terminal 4 runs at the volume you would expect from the busiest airport in New York, and it was expanding while the deployment was happening. Any system going in had to be installed in phases around an operating terminal, and had to be worth extending as construction opened up new space.
There was a measurement gap too. Throughput tells you how many passengers used a restroom. Cleaning data tells you when the frontline team was there. Neither tells you what the passenger actually walked into — and at JFK, the passenger’s read of the restroom is the passenger’s read of the terminal.
The Solution
TRAX installed video analytic throughput counters to monitor passenger traffic across eight restrooms in the two concourses. Bluetooth beacons were installed to work alongside the Clean+Inspect mobile app, so cleaning times for the frontline team are captured as they happen.
Passenger feedback tablets were installed at the exit of every restroom. Passengers can report on the restroom environment — no paper products available, dirty stalls, dirty floors and more — and can type free-form comments to add detail the fixed options miss.
When negative feedback is submitted it goes to the TRAX platform immediately, so the operator can see it in real time as well as historically. The airport uses that data both to support the ongoing expansion of the facility and to hold the level of passenger experience for passengers moving through Terminal 4.
What TRAX deployed
- SmartRestroom across Terminal 4 in two phases — Concourse A and B, then the Headhouse
- Video analytic throughput counters across eight restrooms in the two concourses
- Bluetooth beacons working alongside the Clean+Inspect mobile app to capture cleaning times
- Passenger feedback tablets at the exit of every restroom
- Fixed feedback categories — paper products, stall condition, floor condition and more — plus free-form comments
- Immediate routing of negative feedback into the platform for real-time and historical review
- A program roadmap to expand into an additional 26 restrooms
The Benefits
- Negative passenger feedback visible the moment it is submitted, rather than in a monthly summary
- Passenger volume, cleaning activity and passenger sentiment held against each other on the same platform
- Free-form comments that surface issues no fixed category would have caught
- A phased deployment that fits construction rather than waiting for it to finish
- Data the airport uses to plan facility expansion, not just to grade cleaning
The project began in September 2022 and was delivered in phases, starting with Concourses A and B and expanding into the Headhouse later in the year. The contract renews annually, and the program initiative is to expand into an additional 26 restrooms over the next few years.
READY WHEN YOU ARE
Close the loop between passengers and your frontline team
See how TRAX puts passenger feedback, restroom usage and cleaning activity on one platform.