MIA ranks Best Airport in Europe for service

Malta Airport has once again ranked as the top airport in Europe across all categories for 2011in the annual ACI Airport Service Quality (ASQ) passenger survey. This follows a similar ranking achieved in 2010. The news was announced this morning by Airports Council International.

 Commenting about this achievement, Malta Airport CEO Markus Klaushofer said that this consecutive first placing confirmed that Malta Airport’s continuous efforts and investment to increase and sustain its service quality levels have once again been recognised by the passengers themselves.

 “This prestigious placing in the world’s leading Airport Passenger Survey is a sign that our airport is on the quality map that counts. When your end users give you this type of certificate, it gives you confidence and energy to know that all the hard work is reaping results and that we’re on the right track,” added Mr Klaushofer.

 He insisted that such an achievement is an impressive result and that the fact that Malta Airport has won it two years in a row makes it all the more very special, at a time when the airport is celebrating the 20th anniversary of the inauguration of its Air Terminal.

 He concluded by stating that these achievements were due to the commitment of all Malta Airport employees as well as to the hard work of all other stakeholders and clients present at the airport. “We should all feel proud of this consecutive ranking as Best Airport in Europe. But we also have to continue to strive harder and not get complacent, keeping in mind the service quality levels we offer and the overall strategic role it performs in the Maltese Islands’ tourism industry.”

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KEY FACTS ABOUT ASQ SURVEY

·          Over 200 airports worldwide

·          In over 50 countries

·          Over 350,000 interviews

·          Statistically reliable

·          Surveys on the day, at the airport

·          Independent & impartial

The ASQ Survey is the world’s leading airport passenger satisfaction benchmark programme. It provides the most authoritative and extensive analysis of airport service performance available today. The ASQ Survey is trusted by over 200 airports around the world and more than 60% of the world’s 100 largest airports.

What sets ASQ apart from other airport rankings is its methodology. ASQ is not carried out via internet or email, nor is it linked to any kind of prize or other incentive for the interviewees. It is the only global survey to be based on an interview with the passenger on the day they travel and has been scientifically designed to provide a statistically accurate reflection of service levels in an airport. Every month, at all participating airports, departing passengers are interviewed at the gate while the experience is fresh in their minds. All airports use the same questionnaire (available in over 30 languages) and follow the same methodology. Customer feedback is measured on a range of service delivery parameters that track the customer experience from the moment of arrival at the airport to the departure gate.

Each participating airport receives the data from all other participants allowing it to identify best practice and to measure its own performance precisely. By providing a global benchmark of passenger satisfaction, ASQ enables airports to see where they stand relative to their peers and competitors. This helps airports prioritize improvement projects and validate investments in new facilities and services.

The ASQ Survey is part of ACI’s Airport Service Quality Initiative - a global initiative to improve the passenger experience at airports worldwide. Features include regular performance reports and ASQ forums for analysing implications of the results and sharing best practice.

More details on http://www.asqawards.com/