Adbar - Passenger Feedback and NPS Platform That Closes the Loop

Dashboard, response explorer with quick view, follow-up queue, case detail and alerts with alert detail. Every one of the 15 demo cases opens its own case page.

Detractors (0-6) with contact permission become contact cases. Elite tiers get first contact within 24 hours, others within 48, and every case must be resolved within 7 days.

Amharic, English, Afaan Oromo, French, Arabic and Simplified Chinese. Each comment shows its English translation with the original language as a chip, and the original text on the case.

26 survey responses, 15 follow-up cases, 10 alerts, 15 stations, 8 follow-up teams and 8 staff users, with 26 weeks of NPS trend against an 8-week baseline.

Too Many Surveys, Wrong Language

Frequent flyers were asked again and again while others were never asked in a language they read. Fatigue rules, priority between competing triggers and survey language from the booking have to be decided per person, matched by loyalty number, email or phone.

Disruption Surveys Near Claims

EU261 applies to flights departing EU airports, including non-EU carriers such as Wonchi Air. A post-disruption survey must never look like a claims form or ask a passenger to settle, so it waits until the disruption is handled and routes comments that express a claim to the claims team.

Low Scores With No Owner

Detractors sat in a spreadsheet and station managers heard about problems at the monthly review. Each case needs a team (station, cabin services, baggage, contact centre, digital), a first-contact and resolve deadline, and goodwill gestures held to the agent's limit.

Personal Data Across Borders

Ethiopia's Personal Data Protection Proclamation No. 1321/2024, the GDPR and the UK GDPR all apply to the same programme. Every invitation needs a recorded basis and a working unsubscribe, anonymous answers must be detached from the booking, and access and erasure requests must be met on time.