How can technology enhance qualitative research?
This question is answered by our recent study conducted with the help of an AI moderator. The moderator engaged in discussions with eight travelers about their experiences at Henri Coandă Airport in Bucharest. Each response revealed unique perspectives and highlighted both the strengths and weaknesses of this important Romanian air hub.
By integrating LLM (Large Language Model) technology into the research process, we gained a clear understanding of passengers’ perceptions in a very short time and with minimal resources. This is a great example of how technology can breathe new life into traditional qualitative research, providing rich, detailed insights rapidly. So, what did travelers have to say about their experiences, and what can you expect if you’re traveling through Henri Coandă Airport in Bucharest?
One of the most frequently mentioned issues was overcrowding. “I felt rushed and anxious, like I might miss my flight due to the disorganized boarding and deboarding processes,” said one respondent. Long queues at security checkpoints were also cited as a source of frustration.
Several travelers highlighted shortcomings in the airport’s facilities. Criticisms ranged from broken monitors, which forced one respondent to return to the duty-free area for flight information, to dirty and insufficient toilets. “The restrooms are small, dirty, and almost impossible to access with large luggage,” noted another participant.
Another sore point was the behavior of airport staff. One respondent remarked that “staff seemed to treat passengers like a nuisance rather than valuable customers.” A hurried and impolite demeanor was frequently mentioned.
High prices at restaurants, a lack of seating, and inconsistent indoor temperatures also made the list of grievances. One traveler suggested, “More buses are needed for passenger transport.”
Some respondents appreciated that, despite the queues, they were managed quickly. “Everything is very clear, and the line at security doesn’t take long,” remarked a participant.
The lack of passport checks due to Schengen membership was noted as a benefit in streamlining traffic and reducing bottlenecks.
Climate control was one of the praised aspects, with a respondent stating: “The temperature was perfect—not too hot, not too cold.”
Henri Coandă Airport was described as “modest” and “inferior” compared to other international airports. “It’s like the country cousin,” said one respondent, reflecting the lack of modern facilities. Other travelers unfavorably compared it to airports in London, emphasizing the lack of diverse restaurants, shops, and automated internal transport.
Travelers expressed a desire for more affordable prices and varied menus. “Normal prices, not airport prices!” was a frequent comment. They also noted a lack of vegan options and traditional Romanian dishes.
The security process drew both praise and criticism. While some appreciated the organization, others complained about cumbersome procedures and a lack of friendliness from staff. Regarding check-in, most respondents preferred online options, but delays in baggage handling were a significant issue.
This study highlights key areas where the airport can make significant improvements. From cleanliness and facilities to staff attitude and crowd management, there are numerous opportunities to transform Henri Coandă into a more welcoming and efficient air hub.
