Most improved airport in Europe for customer satisfaction

Bournemouth Airport has been named as the ‘most improved airport in Europe’ for the quality of its customer satisfaction.

This prestigious award was announced today by Airports Council International (ACI) – the worldwide professional association of airport operators. Throughout the year ACI carry out a comprehensive survey of passengers at their member airports; the results of these surveys are then carefully analysed to decide the Airport Service Quality Awards.

Commenting on this award, Rob Goldsmith, Managing Director said: “Everyone at the airport is passionate about providing the best possible customer experience. This is a massive achievement for the team and I am delighted that all their hard work has now been recognised at an international level.”

Last year ACI surveyed more than 1700 passengers whilst they were travelling through Bournemouth Airport. Passengers were asked to indicate their satisfaction with more than 30 features including ambience of the airport, courtesy and helpfulness of staff, check in and security, shopping and restaurant facilities, cleanliness of the terminal, passport inspection and car parks.

“The results of these surveys are sent to us on a quarterly basis and form an important part of our customer service strategy,” continues Rob Goldsmith. “We spend a lot of time examining them and looking at ways in which we can keep improving the passenger experience.”

Announcing these awards, ACI Director General Angela Gittens said: “Airports vie for passenger loyalty as they seek to attract new routes and services. For them, ASQ is not just a popularity contest. It is a tool to help improve performance in a measurable manner – to understand the factors that are successful and also identify and address problem areas that require improvement. Such is the competition and importance of service quality at airports worldwide today.”

The awards will be formally presented at a special awards ceremony in New Delhi, India in April.

Press enquiries to:
Sally Windsor, External Affairs Manager, Bournemouth Airport
Tel: 01202 364106 or 07768 444556

Published on: 15/02/2011 17:00:36

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