Queen Alia International Airport (QAIA) has topped the category of ‘Best Airport by Region: Middle East’ in the 2015 Airport Service Quality (ASQ) Survey, a leading airport passenger satisfaction benchmark programme.
This second consecutive win bolsters QAIA’s standing as a front-runner in its sector, setting it among the world’s best airports for passenger satisfaction and service quality.
Among other regional airports, QAIA shared this category with Abu Dhabi International Airport and Doha International Airport, which tied for second place, as well as Dubai International Airport and King Fahd International Airport that tied for third.
In the rapidly evolving world of aviation, the ASQ Survey - published annually by the worldwide association of airports, Airports Council International (ACI) - is essential to understanding how airports can increase passenger satisfaction and improve business performance.
Based on the cumulative results of individual ASQ passenger satisfaction surveys, which are completed every month of the year, the 2015 Survey revealed that QAIA once again registered exceptional improvements in all 34 key performance indicators across 18 key elements in the ‘Best Airport by Region: Middle East’ category.
In order to be eligible for the ASQ Awards, QAIA strictly adhered to the ASQ Survey, submitting a representative sample of its flight schedule, destinations and passengers served. In addition, ACI conducted regular on-ground audits and passenger interviews to guarantee compliance with quality control procedures and to validate results.
Ensuring continuous enhancement of customer service levels at QAIA, Airport International Group implemented additional internal customer satisfaction tools, which monitor all touch points and services and seek to understand passenger perceptions through surveys and complaint management systems, enabling the Airport to work on any shortcomings that might deter passenger satisfaction.
On his part, Airport International Group CEO, Kjeld Binger, said: “For QAIA to be bestowed with the title of ‘Best Airport by Region: Middle East’ for the second successive year is a great honour and a truly gratifying reward for us all. The fact that we have been recognised once again by our passengers through such a prestigious global organization is further testament to our consistent track record of achievements and of our dedicated efforts toward sustaining our standing as one of the top 20 airports, which serves five to 15 million passengers. Looking back at how far we have come since the new terminal was inaugurated by His Majesty King Abdullah II in 2013, it is clear that our competitive advantage lies in our conveniently smaller size, which makes for shorter transit processes and walking distances, not to mention Jordan’s stability and strategic proximity to Europe and Africa, making QAIA an ideal gateway for business and leisure passengers.”
Since its inception in 2006, the ASQ Survey has emerged as the world’s leading airport passenger satisfaction benchmark programme with more than 300 airports participating, across 80 countries. ASQ is the only global airport survey based on measuring passengers’ satisfaction while they are at the airport. Its scientific methodology, strict quality control procedures and commitment to impartiality have won industry recognition and established the ASQ Survey as the global standard for measuring passenger satisfaction. Almost 600,000 passengers per year are interviewed prior to boarding their flight and asked to rate their satisfaction with the airport’s services.
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