UIA

Optimizing Airline Performance Through Automated NPS Measurement with Microsoft Power Automate RPA and Modern Workplace

Ukraine International Airlines (UIA) is Ukraine's flagship airline and largest air carrier, headquartered in Kyiv with its primary aviation hub at Boryspil International Airport.

Business Challenge

Serving millions of passengers across airport terminals and international flight routes requires continuous visibility into passenger sentiment. UIA approached Indi Vision with a clear objective: map the end-to-end passenger journey and automate the measurement and calculation of customer satisfaction and Net Promoter Score (NPS) across key service touchpoints.

Microsoft & Indi Vision Solution

To automate customer experience measurement quickly and without heavy custom development, Indi Vision deployed a low-code Microsoft architecture combining Power Automate Robotic Process Automation (RPA) and Microsoft Modern Workplace applications. The solution automated post-flight feedback collection, real-time NPS calculation, and structured reporting for operational teams.

Measurable Results

• Within 3 months of launch, UIA identified and structured all critical passenger touchpoints across pre-flight, terminal, and in-flight stages.
• Regular automated NPS tracking triggered an organization-wide service transformation and aligned management KPIs directly with passenger feedback.
• Executive and operational teams gained a clear, data-backed strategy for improving passenger loyalty and customer lifetime value.

"The passenger's customer journey should be equally comfortable and convenient both in the airport terminal and on board the aircraft during the flight. This is what motivates me as the head of UIA. Every day I strive for an honest dialogue with our passengers, whose customer experience becomes the vector for developing the airline's service and my personal KPI.

Before leading the airline, I spent five years in executive roles at Boryspil International Airport, UIA's home hub, where our team achieved major improvements in passenger service and infrastructure. Today passengers are welcomed by a friendlier, more comfortable, and modern Ukrainian aviation hub. Even before that, with over 10 years of experience in various passenger service roles, I became firmly convinced that the single true indicator of a service company's success is a satisfied customer. Fortunately, 21st-century technologies allow us to measure this indicator with high precision."

Yevhen DykhnePresident / CEO of Ukraine International Airlines (UIA)