Awards to airports for customer experience

By | Category: Travel news

Four British airports as well as Dublin Airport appeared in the awards lists handed out by Airport Council international, (ACI) the trade association of the world’s airports, last week.

image of terminal building at Newcastle Airport
Newcastle Airport. Image © Newcastle Airport

The awards are given as part of ACI’s survey for customer experience. ASQ delivers 640,000 individual surveys per year in 47 languages across 91 countries. Passengers are asked at departure or arrival for their views. His is probably the most representative of what passengers think since ACI has 646 members, operating 1,960 airports in 176 countries. Having said that, not all members are part of the survey programme, the biggest group not participating in the UK being Manchester Airport Group which owns Manchester, Stansted and East Midlands airports.

 In the awards for those airports in Europe, London City and Southampton airports won awards in the category for those airlines carrying between two and five million passengers per year. Bristol and Newcastle airports won awards in the five to fifteen million passenger category in Europe. Dublin won the top award in the 25-40 million passengers category.

No other British or Irish airport was listed.

This year, ACI added some further categories. There were also awards for ambience in airports, customer care based on the quality of the customer service received by those surveyed, and airports with the highest in customer facilities.

In these categories not one British or Irish airport was listed. In fact no European airport was listed either. All the awards were won by airports in the Indian sub-continent or the Far East.

On top of this, Kempegowda International Airport, Bangalore in, India, has won the first ever ASQ Arrivals Award, based on the new Arrivals Survey. It is the first airport in the world to win a Departures and an Arrivals award.

Given that each airport has an allotted number of surveys to run in order that the results are as fair as possible and not skewed to those gaining the highest number of responses, readers should ask themselves why British, Irish and other European airports do so badly in comparison with those in the Asia.

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