Auckland in top three for airport service quality

26 February 2008

Auckland Airport has been ranked third in the world in terms of overall passenger satisfaction for airports that manage 5 -15 million travellers a year in the annual Airport Service Quality Awards (ASQ) managed by Airports Council International (ACI).

Auckland Airport's chief executive, Don Huse, said that the award was a clear acknowledgement of the hard work that goes into the overall airport experience.

"So many organisations play a role in running a safe and efficient airport; the airport company, airlines, ground handlers, border agencies, shops, restaurants and cafes. This high ranking award is a great acknowledgement for everyone at the airport who plays a part."

Over 100 airports worldwide participate in the ASQ programme. A cornerstone of the programme is a customer opinion survey carried out at the airport, including both domestic and international travellers, and aimed at capturing their immediate impressions of specific service factors that make up their airport experience from arrival to departure.

The survey topics cover airport access/navigation and connectivity, airport services/facilities, security and immigration, airport environment, arrival services, value for money and overall satisfaction with the airport and airline services.

The top five for airports that manage 5 -15 million travellers a year were Nagoya, Tel Aviv, Auckland, Christchurch and Adelaide.