INTERNATIONAL. Passenger satisfaction with service quality at airports worldwide increased in Q3 2018, according to the latest research from Airports Council International (ACI).

The organisation’s quarterly World Airport Service Quality (ASQ) barometer revealed a year-on-year increase in overall satisfaction from 4.17 to 4.21 (on a five point scale).

Airport facilities, including retail and food & beverage, was the highest riser among the categories assessed with a year-on-year rise from 3.88 to 3.94. This category focuses on the availability and quality of services, and includes passenger ratings on value for money of these services.

The rating for the airport environment category rose year-on-year from 4.16 to 4.2 in Q3 2018.

The barometer provides aggregate current ASQ data based on objective measurements derived from an ASQ Departures survey. The survey covers key performance indicators and categories for passengers, including airport access, security, passport control and airport facilities. All categories had an improved score in the latest survey.

The clear regional world leader for Q3, in terms of overall passenger satisfaction, was Asia Pacific with a year-on-year increase from 4.58 to 4.64. Meanwhile, Asia Pacific’s nearest challenger, the Middle East, achieved the highest year-on-year growth, from 4.27 to 4.4.

ACI World Director General Angela Gittens said: “As competition in the airport industry grows, continuous service improvement is key for business performance and airports are clearly making the customer experience a high priority.

“Airports are taking a leading role in improving passenger experience as passengers are demanding higher levels of service and regulators pay closer attention to airport service provision and delivery.”

Source: Airports Council International.
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