Bristol Airport has received its best-ever scores in ACI’s Airport Service Quality (ASQ) survey carried out in UK airports. Bristol gained high customer rankings in three areas including overall satisfaction, business passenger satisfaction and the arrivals passport process.
ASQ is an international airport passenger experience benchmarking program run by the ACI to measure passengers’ satisfaction while they are at the airport. Airports taking part in the ASQ survey handle a total of 7.7 billion passengers between them – more than half of all annual air journeys.
As well as measuring overall customer satisfaction, ASQ rates airports against 34 different indicators, covering all parts of the passenger process, from check-in to baggage reclaim. Overall satisfaction is also split by journey purpose, enabling airports to assess how well they meet the needs of business and leisure passengers.
Tom McEwen, customer service delivery manager at Bristol Airport, said, “We are delighted with this strong and positive feedback from our passengers and is recognition of the continuing hard work by the teams in gaining this result.
“We are not complacent and continue to invest in the passenger experience and develop world-leading facilities. Improving passenger facilities is a key focus for us and this year alone we are investing over £60m (US$78m); these projects include a new car rental facility, airline building and newly refurbished special assistance area.”
