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. This reflects the importance placed on customer experience and satisfaction by airports around the world.
“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,” said Angela Gittens, Director General, ACI World.
“The ACI ASQ programme is the world’s leading airport passenger service and benchmarking programme measuring passengers’ satisfaction while they are travelling 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.
More than 380 airports across 91 countries participate in the ASQ Departures survey. The quarterly barometer reports, based on objective measurements derived from the ASQ Departures survey, enable airports around the world to gain insights in the 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 belonging to the “airports facilities” category, climbing 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.
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