Bristol Airport receives high rankings in ACI’s ASQ survey of UK airports

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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.”

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Helen has worked for UKi Media & Events for nearly a decade. She joined the company as assistant editor on Passenger Terminal World and since progressed to become editor of five publications, covering everything from aviation, logistics and e-commerce to meteorology. She has a love for travel and property and has redeveloped three houses in three years. When she’s not editing magazines, she’s running around after her two boys and their partner in crime, Pete the pug.

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