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Edinburgh Airport Named in European Top Five For Customer Service

The Airports Council International (ACI) has named Edinburgh Airport one of Europe’s leading airports in its Airport Service Quality (ASQ) Awards 2010.

The Capital’s airport was named with Malta, Porto, Zurich and Copenhagen as the top 5 airports for customer service and facilities in Europe.  It is the largest UK airport to be named in the Awards which measure customer feedback in 209 airports worldwide.

The ASQ Passenger Survey examines a range of measures that track the customer experience at an airport from the moment of arrival at the airport to the departure gate.  Analysis of this real time data, recorded on the day of travel allows airports to match their facilities and services with passenger expectations and to benchmark themselves against peers and competitors.

This award shows that passengers believe that Edinburgh Airport’s facilities and customer standards are among the best in Europe, an excellent reflection on the customer focus and investment in facilities that the airport has seen over the last few years.

Welcoming the award, Edinburgh Airport Managing Director Kevin Brown said: “I’m delighted with this award, particularly as it is based on the feedback of our passengers.  2010, with its ash, snow and other challenges, was a difficult year for the team at Edinburgh which makes this feat all the more impressive.

“I’m proud of the way that my team met these challenges head on whilst maintaining focus on the needs of our passengers.  Our drive is to provide a diverse choice of routes with excellent facilities and we will continue to do this.

“We’re not complacent and will be working hard to maintain our position in this select group and meet our aspiration for Edinburgh to be a leading European airport. “

The ASQ programme continues to expand worldwide and as of February counts 209 participants. To be eligible for the annual ASQ awards, an airport must participate in the ASQ Survey during all four quarters of the year. In 2010 the survey was conducted at 153 airports and 140 qualified (full year participation).

The survey is carried out in strict accordance with a fieldwork survey plan, developed by ACI, which guarantees a representative sample of the flights, destinations and passenger groups served by the airport. ACI audits the process to ensure compliance and to validate the results.