Guest-Facing Staff Management
Paxy links every check-in, every boarding and every guest rating to the specific person who delivered it — turning operational data your business already generates into a live, objective view of service quality, vendor billing accuracy and frontline safety risk: team by team, shift by shift, location by location.
A tool for any business whose staff face the guest directly.
Know who checked a passenger in, who boarded them, and how the whole journey was rated — even when ground handling itself is outsourced.
See who's on the front desk, who serviced which room, and how each guest rated their stay — by shift, by property, network-wide.
Tie every resolved — or unresolved — interaction to the agent who handled it, and act on the pattern, not just the individual complaint.
Paxy measures the quality of service delivered by your guest-facing staff.
Every guest interaction is connected to the person responsible for delivering it. Using existing operational systems and real-time guest feedback, Paxy continuously measures performance across:
The result is a live operational view of how your guest experience is actually being delivered.
Independent research backs the premise Paxy is built on. The American Customer Satisfaction Index's 2024 Travel Study found industry-wide airline satisfaction gains were driven by higher staffing levels — reflected specifically in improved scores for the staff-driven touchpoints check-in (83), boarding (81), and staff courtesy (81). Those are the exact interactions Paxy measures, person by person, in real time — the ones independent research already shows move the guest experience most.
Source: American Customer Satisfaction Index, ACSI Travel Study 2023-2024 press release (April 2024).
Ask Paxy a question. It answers with a real, calculated number — or tells you honestly there isn't enough data yet.
Every score, trend and correlation Paxy shows you is computed directly from your own operational records, using real statistical methods — not templated summaries and not an AI's best guess. When there isn't yet enough data to support a confident answer, the underlying calculation returns nothing rather than a number designed to look plausible. Ask a free-form question and the same discipline applies: the system is only ever allowed to run a real query against your real data and show you that result — it cannot substitute its own invented figure for what your data actually says.
That distinction matters more than it sounds. Most platforms marketing "AI insights" right now are trusted least by the buyers evaluating them, precisely because it's hard to tell a grounded number from a fluent-sounding guess. Paxy's answer to that isn't a promise — it's an architectural constraint you can verify against a real question, on a real demo, before you commit to anything.
The same real passenger numbers that measure staff performance verify what your vendors bill you — before Finance signs off.
Ground handling, cleaning and consumable-supply contracts are an adversarial billing relationship by nature: the vendor invoices you, and until now you've had no independent way to check the number against what actually happened on the ground that day. Drop an invoice or statement in, and Paxy reads it, checks it against your own real checked-in passenger numbers for that airport and period, and tells you whether it holds up — no manual spreadsheet reconciliation required, and no dependency on the vendor's own reporting.
Fatigue-driven error is a real, costly risk on the ramp — Paxy flags the pattern before it becomes an incident.
Long shifts, insufficient rest between them, and too many consecutive days worked are all genuine, well-established precursors to ground-handling error — and all computed directly from real shift timestamps, not a survey or a self-report. Paxy flags the pattern early enough for a manager to actually act on it, rather than surfacing it only after something has already gone wrong. Thresholds are configurable rather than tied to one jurisdiction's specific labour law, since that varies by country and contract.
IATA's Director of Ground Operations, Monika Mejstrikova, told the 2024 IATA Ground Handling Conference that without industry action, the annual cost of ground damage to aircraft could reach $10 billion by 2035. Fatigue is a recognised contributor to exactly the kind of human error that drives those incidents — which makes an early, automated fatigue flag a safety-committee-level conversation, not just an HR one.
Source: IATA press release, "Ground Handling Priorities: Safety, Global Standards & Sustainability," IATA Ground Handling Conference, Reykjavík (7 May 2024).
Outsourced providers change. Systems change. Paxy doesn't.
Paxy is your tooling, not a plug-in for whichever check-in, property-management, or point-of-sale system an outsourced provider happens to use today. It sits on your side of the relationship — tied to your staff, your data and your history, not to any one provider's contract or system. Retender the ground-handling or cleaning contract, migrate to a new booking or POS system — Paxy keeps running, and keeps every staff member's history intact.
No additional hardware.
No guest-facing app.
Designed to work alongside your existing operational systems.
Operate with real-time visibility into frontline service delivery.
Paxy enables operational teams to identify issues as they occur, monitor performance across the network and intervene before small problems become larger operational failures.
Protect the guest experience.
Every front-line interaction shapes how guests perceive your brand. Paxy provides objective measurement of that experience, helping create greater consistency, stronger accountability and higher service standards across every location.
Improve the return on your outsourced service investment.
Outsourced, guest-facing service represents a significant operational cost. Paxy provides objective performance data that supports supplier management, contract reviews and operational investment decisions based on measurable service delivery rather than assumptions.
Paxy provides objective performance measurement across your operation.
Operational data is only valuable when it leads to action.
Paxy provides the information needed to:
Once the operational and financial case is proven, the same data builds a genuine recognition programme — not guesswork.
Decades of organisational psychology research point the same way: positive reinforcement produces more sustained performance improvement than punishment, without the resentment and disengagement a punitive management style creates. Recognition isn't a soft benefit — it's a measurable driver of engagement.
But who gets rewarded matters as much as whether they're rewarded at all. An individual reward lifts one person — it doesn't uplift the team around them. A collective, team-level reward does something an individual bonus can't: it gives colleagues a direct stake in each other's performance. Economists call this the peer-pressure effect of group incentives — when a reward depends on the group's outcome, team members start holding each other accountable without being told to, addressing free-riding in a way top-down management alone can't.
Paxy gives you the real, measurable data a credible team-reward programme needs — station by station, shift by shift — so team prizes and bonuses are based on evidence, not guesswork or favouritism.
Sources: Gallup, workplace recognition and engagement research; Kandel, E. & Lazear, E. P., "Peer Pressure and Partnerships," Journal of Political Economy, Vol. 100, No. 4 (1992) — the foundational study on how group-based incentives create peer monitoring and mutual accountability.
Real, verifiable technical controls — not a checkbox exercise.
Every measure below is live in the product today, not a roadmap item. We'd rather list fewer things and have every one of them be true than pad this section.
Built toward the direction IATA's own vendor guidance points, not against a generic checklist. IATA's ISAGO programme audits the physical safety of ground handling itself — it isn't a data-security standard, and we don't present it as one. The relevant material for a technology vendor like Paxy is IATA's Aviation Cybersecurity Library, specifically the Cybersecurity Supply Chain Oversight Guidance Material (CSCOGM) and the Cybersecurity Risk Assessment Guidance Material (CRAGM) — the guidance airlines use to evaluate third-party technology providers on exactly the areas listed above: access control, software supply-chain integrity, and vendor risk management.
A live demonstration shows how guest feedback, operational data and performance measurement combine to provide a real-time view of your guest-facing operation.
See how Paxy helps you measure service delivery, improve accountability and make better operational decisions across every location in your network.
Book a Live Demonstration