Bosses at Edinburgh Airport are praising the hard work of staff following an announcement today (Tuesday 14th February 2012) that the gateway has been rated among the top in the world in an independent survey measuring passenger satisfaction.
Edinburgh’s terminal, services and facilities placed 2nd in Europe, triumphing over 47 other airports. Malta ranked 1st in Europe and Porto placed 3rd. The capital’s airport has been awarded a 2011 Airport Service Quality (ASQ) Award which is given to airports which receive the most positive feedback from passengers who are interviewed while they are waiting to board their flight at the gate.
The annual ASQ Survey is considered the global standard for measuring passenger satisfaction and asks more than 350,000 air travellers in 200 airports worldwide to rate their satisfaction with the airport they are in that day.
Commenting on the award, Jim O’Sullivan, Managing Director of Edinburgh Airport, said: “This award is a fantastic validation of the dedication and hard work of the team at Edinburgh Airport. ASQ scores are vital to us in improving our service because they give voice to our passengers. We’re listening to them and I believe that it is paying dividends.”
Ten factors identified by the ASQ Awards as essential for high customer service ratings are, by order of importance: the ambience of the airport, cleanliness of the terminal, comfort of the waiting areas, availability of toilets, cleanliness of toilets, courtesy and helpfulness of the airport staff, business lounges, ease of making connections, passport / ID inspection experience and good shopping facilities.