12 May 2019
Customer feedback rates overall and business passenger satisfaction highly
Bristol Airport gains high customer rankings achieving best ever scores for three areas including overall satisfaction, business passenger satisfaction and the arrivals passport process in ACI’s Airport Service Quality (ASQ) Survey in UK airports. The survey is an international airport passenger experience benchmarking programme and is the only international survey measuring passengers’ satisfaction while they are at the airport. The programme measures passenger satisfaction at leading UK airports, as well as airports from over 80 countries. The latest results (quarter 1: January – March 2019) also ranks Bristol Airport highly for business and executive lounges, and cleanliness of terminal as well as for ambience.
ASQ is the industry standard for airports across the world for monitoring airport customer experience. Airports taking part in the ASQ survey handle a total of 7.7 billion passengers between them – more than half of all annual air journeys.
As well as measuring overall customer satisfaction, ASQ rates airports against 34 different indicators, covering all parts of the passenger process, from check-in on departure to baggage reclaim when returning home. Overall satisfaction is also split by journey purpose, enabling airports to assess how well they meet the needs of business and leisure passengers.
Tom McEwen, Customer Service Delivery Manager at Bristol Airport, said:
“We are delighted with this strong and positive feedback from our passengers and is recognition of the continuing hard work by the teams in gaining this result. We are not complacent and continue to invest in the passenger experience and develop world leading facilities. Improving passenger facilities is a key focus for us and this year alone we are investing over £60 million, these projects include a new car rental facility, airline building and newly refurbished special assistance area.”
Having invested more than £225 million in new infrastructure and facilities since 2010, Bristol Airport is well positioned to serve passengers across the South West of the UK and provides a gateway to the region for international visitors.
In 2018, Bristol Airport handled over 8.6 million passengers and is forecast to handle more than 9 million passengers per annum in 2019.