Support

FAQs

This page includes some of our most frequently asked questions. If your question is not listed here, please contact us.

  • How do I sign up?

    To sign up, please choose the plan most suitable for you. These can be found on our plans page. Once you have identified the correct plan for your organisation, please complete the related contact form. We will be in touch with further details on the sign up process.

  • How do I renew my monthly subscription?

    All monthly paid subscriptions are set to Auto Renew by default. 


    However, if the Auto Renew setting in your account  is unticked, your paid plan will not renew at the end of your current subscription period.


    As a Master Admin, you can switch on Auto Renew on by logging in to your dashboard and clicking on the 'SUBSCRIPTION MANAGEMENT' button. Next, please select the 'Plan Management' tab. Click on the 'MODIFY PLAN' button, untick the 'Auto Renew' box and finally click on the 'CONFIRM MODIFICATION' button. These changes will be applied immediately..


    Please note: only the Master Admin can switch on auto-renew!

  • How do I cancel my monthly subscription?

    All monthly paid subscriptions are set to Auto Renew by default. Master Admins can switch off Auto Renew.


    To switch off Auto Renew, you need to login to your dashboard and click on the 'SUBSCRIPTION MANAGEMENT' button. Next, please select the 'Plan Management' tab. Click on the 'MODIFY PLAN' button, untick the 'Auto Renew' box and finally click on the 'CONFIRM MODIFICATION' button. These changes will be applied immediately.


    Please note: only the Master Admin can switch off auto-renew!

  • How do I renew my annual subscription?

    All monthly paid subscriptions are set to Auto Renew by default. 


    However, if the Auto Renew setting in your account  is unticked, your paid plan will not renew at the end of your current subscription period.


    As a Master Admin, you can switch on Auto Renew on by logging in to your dashboard and clicking on the 'SUBSCRIPTION MANAGEMENT' button. Next, please select the 'Plan Management' tab. Click on the 'MODIFY PLAN' button, untick the 'Auto Renew' box and finally click on the 'CONFIRM MODIFICATION' button. These changes will be applied immediately..


    Please note: only the Master Admin can switch on auto-renew!

  • How do I cancel my annual subscription?

    All annual paid subscriptions are set to Auto Renew by default. Master Admins can switch off Auto Renew.


    To switch off Auto Renew, you need to login to your dashboard and click on the 'SUBSCRIPTION MANAGEMENT' button. Next, please select the 'Plan Management' tab. Click on the 'MODIFY PLAN' button, untick the 'Auto Renew' box and finally click on the 'CONFIRM MODIFICATION' button. These changes will be applied immediately.


    Please note: only the Master Admin can switch off auto-renew!

  • What are your support hours?

    We provide support between 09:00 and 17:00 GMT (+1 for BST).

  • What features do free plans include?

    • Free plans let organisations create and target surveys, based on specific customer demographics and criteria

    • Free plans let you download our survey branding assets

    • You can add and manage users, and assign user roles

    • Access to our Help Centre

  • What features do paid plans include?

    Paid plans include all of the features included in our Free plans, plus:


    • Access to your Reports dashboard

    • Visualise survey results

    • Advance filter options

    • Export data as CSV and/or XLS

    • Sentiment analysis

    • Opinion mining

    • Key word analysis

    • Key phrase analysis

    • 10+ key metrics

    • Daily average scores

    • Period selected scores

    • Section scores

  • How do I find out more about the Airline survey?

    To request more information about the Airline survey, its methodology and key metrics used, please contact us and we will get back to you as soon as possible.

  • How do I find out more about the Airport survey?

    To request more information about the Airport survey, its methodology and key metrics used, please contact us and we will get back to you as soon as possible.

  • How do I find out more about the Lounge survey?

    To request more information about the Lounge survey, its methodology and key metrics used, please contact us and we will get back to you as soon as possible.

  • How do I find out more about the Airport Hotel survey?

    To request more information about the Airport Hotel survey, its methodology and key metrics used, please contact us and we will get back to you as soon as possible.

  • How do I find out more about Airline Reports?

    To request more information about Airline Reports, please contact us and we will get back to you as soon as possible.

  • How do I find out more about Airport Reports?

    To request more information about Airport Reports, please contact us and we will get back to you as soon as possible.

  • How do I find out more about Lounge Reports?

    To request more information about Lounge Reports, please contact us and we will get back to you as soon as possible.

  • How do I find out more about Airport Hotel Reports?

    To request more information about Airport Hotel Reports, please contact us and we will get back to you as soon as possible.

  • Will you be adding new features?

    Absolutely! We have exciting plans to develop the PAX Insights platform. Many new features are currently in development, and we hope to launch these soon. 


    Please contact us if you want to find out what new features we have planned, or if you would like recommend a new feature.