ACI News - April 2009

Company ACI (Airports Council International)
Date 22.04.2009

Porto, 22 April, 2009 ― Director General of ACI World, Angela Gittens, presented awards to the top performing airports in the Airport Service Quality (ASQ) Survey at the 18th annual ACI EUROPE Airport Trading Conference and Exhibition, hosted by ANA, Aeroportos de Portugal.

 

Speaking to the 350 airport operators and retailers gathered in Portugal for the event, Gittens opened the awards ceremony in honour of the top three performers in each of the eleven performance categories. “I would like to make one important point about the awards ACI is presenting this evening. ASQ awards are determined solely on the basis of passenger views expressed through on-site surveys – about 200,000 worldwide each year – which are conducted on a regular basis throughout the year. ASQ awards therefore recognize consistent best practice implementation by airports that are genuinely committed to service excellence. It is the passenger who has spoken and who delivers this award to each airport. Accordingly, I warmly congratulate each of the representatives here tonight, including our host ANA, for remarkable customer service performance.”

The ASQ airport customer service benchmarking programme captures the passengers’ perception of the quality of more than 30 aspects of service that they have experienced at the airport. Through regular interviewing at the gates of passengers prior to embarkation, the programme ensures coverage of all seasons and all peaks and troughs.

To be eligible for the annual rankings, an airport must participate during all four quarters of the year. Extensive and regular feedback allows each participating airport to gain insight into how their passengers rate them and their peers around the world. A reliable monitor, ASQ is used by many airports as one of the key performance indicators of their airport’s service. Quarterly reports on performance are provided to the participants during the year. ASQ forums enable the participants to contribute to the on-going enhancement of the programme and to share best practice.

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