Global passenger satisfaction increased in 2018, says ACI

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Overall global passenger satisfaction with airport service quality increased during 2018, according to the latest findings of the Airports Council International (ACI) World Airport Service Quality (ASQ) barometer.

Airline check-in and passport/ID control processes generated the highest levels of satisfaction in 2018, while airport facilities are the points of contact that have improved the most. Value for money of restaurants and shopping facilities is the main challenge for airports.

In 2018, overall passenger satisfaction on a global level, increased to 4.21 from 4.19 year on year.

Angela Gittens, director general, ACI World, said, “Airports are placing ever-increasing importance on improving the passenger experience as passengers are demanding higher levels of service and regulators pay close attention to airport service delivery.

“The ACI ASQ program is the world’s leading airport passenger service and benchmarking program measuring passengers’ satisfaction while they are traveling through an airport.

“Through the ASQ barometer, we have seen continuous improvement in all categories related to the departure experience, demonstrating that airports are committed to delivering a high-quality passenger experience.

“Over 380 airports across 91 countries participate in the ASQ Departures survey which provides the research tools and management information to help airports better understand passengers’ views and what they value in an airport’s products and services.

“At our second ACI Customer Experience Global Summit 2019, which will take place in Bali, Indonesia, we will explore and celebrate best practice by leading airports in all of these categories.”

The quarterly barometer reports – based on objective measurements derived from the ASQ Departures survey – enable airports around the world to gain valuable insights to excel in the crucial arena of customer experience, increasingly a competitive driver.

All category scores, such as access, check-in, wayfinding, security, passport/ID control, airport facilities and airport environment have shown improvement, with the greatest improvement in satisfaction being found in the ‘airports facilities’ category, which climbed from 3.90 in 2017 to 3.94 in 2018. This category refers to the availability and quality of services, including washrooms, internet access, food and beverage outlets and retail options.

Want to learn more about how to improve passenger satisfaction? Check out the ‘Customer Service & Passenger Experience’ stream at the Passenger Terminal Conference, which takes place during Passenger Terminal Expo, on March 26, 27 and 28, 2019, in London.

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Kirstie joined the team in early 2017 and brings writing, communications and client experience with her. Now an assistant editor, she produces content for our magazines and websites. Away from the office, you will find her blogging on her lifestyle website or searching the internet for photos of sausage dogs.

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