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Passengers and airport users have their say by awarding top performers at Cape Town International Airport
Monday, December 03, 2012 | 00:00

The 2012’s airport awards held recently saw British Airways scoop the Best Airline: full service award while Mango Airlines was awarded the Best Airline: low cost carrier.  Singapore was awarded Best International Airline and SA Express walked away with the Best Regional Airline Award. Swissport International was lauded as the Best Ground Handler at Cape Town International Airport (CTIA). These awards were announced at the airport’s annual Feather Awards ceremony.

Throughout the year surveys are conducted amongst passengers and airport users in a bid to determine which members of the airport value chain consistently offer excellent service. Various areas are evaluated ranging from helpfulness and courteousness of staff to delivery time of baggage.
The results are the average of the responses collected over an annual period ending November 2012. “Three independent local organisations were tasked with doing these surveys and these are verified by two international organisations namely the Airports Council International (ACI) and the Transport Research Laboratory (TRL) in the UK,” said Deidre Davids, Communications Manager at CTIA. “Levels of service in each category are thoroughly assessed and a comprehensive report is compiled. The results are the average of responses collected over an annual period. Consistent service excellence demonstrated by service providers during the year culminates in the annual award ceremony – the Feather Awards,” added Davids.

On the retail front Wimpy proved to be quite contender when they scooped three awards in total. They were awarded Best Airside as well as Best Landside Food and Beverage Service Provider. In addition they received a special recognition award from the airports General Manager. South African Revenue Services (SARS) operating Customs at the airport were awarded Best Government agency.

The airport itself is no stranger to receiving awards, most notable of which was being inducted into the Airports Council International (ACI) Director General ‘s Roll of Excellence based on its exceptional service quality results for the past five years. It was also voted Best Airport in Africa by both ACI and SKYTRAX World Awards with the latter also awarding the airport Best Airport in Africa for Staff Service Excellence.

Below is a detailed list of the winners:

Best Ground Handler Swissport International Ltd
Best Ground Handler Swissport International Ltd
Best Government Service Provider South African Revenue Services
Safety Award Shell SA Marketing (Pty) Ltd
Best Large Car Rental Operator Avis Rent a Car
Best Medium Size Car Rental Operator Woodford Group
Best Airside Food & Beverage Service Provider Wimpy
Best Landside Food & Beverage Service Provider Wimpy
Best Landside Food & Beverage Service Provider Take Away Boost Juice Bar
Best Landside Retail Provider Moda Exotica
Best Financial Services Provider Bidvest Bank Limited
Best Airside Retail Service Provider - Domestic Domestic Exclusive Books
Best Airside Retail Service Provider - International Capi Lux
Best Advertising Concessionaire Wideopen Platform
Best Maintenance and Engineering Airport Contractor Award R&D Screening Technologies (Pty) Ltd
Best Airline - Domestic Full Service BA Comair Ltd
Best Airline - Domestic Low Cost Mango Airlines
Best Airline - Regional Services SA Express Airways
Best Airline - International Services Singapore Airlines
Special Recognition Award for Exemplary Service Girish Gopal

“Passengers and airport users have had their say. These winners are the cream of the crop for service excellence at eth airport and we salute them,” concluded Davids.  

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