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Auckland in top three for airport service quality

Auckland in top three for airport service quality

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.


About the ASQ survey

Airport Service Quality (ASQ) Survey is a comprehensive ACI initiative to help airports in their continuing efforts to improve the quality of service experienced by passengers. Four core programmes provide practical management information and advice specifically for the airport industry.

ASQ Survey is the world’s leading airport customer satisfaction benchmark programme with over 110 airports in more than 45 countries surveying their passengers every month of the year using the same questionnaire and methodology.

Each participating airport receives the data from all other participating airports allowing them to identify best practice and to measure their own performance precisely. Excellence in service is not a one-off, it is proven to be the result of continual effort and commitment to providing the best possible service

About ACI

In 1991 airport operators around the world created Airports Council International (ACI) – the first worldwide association to represent their common interests and foster cooperation with partners throughout the air transport industry. Through ACI, the airport community now speaks with a single voice on key issues and concerns and, despite regional diversity, can move forward as a united industry.

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