ACSA airports have once again performed significantly well in the 2004 AETRA airport customer satisfaction survey. Cape Town International Airport achieved 2nd place, Durban 3rd place and O.R. Tambo International 4th place in the regional ratings of Middle East/Africa.
In the size ratings of best airport with between 5-15 million passengers Cape Town International came third while Durban International took 5th position in best airport with between 0-5 million passengers category.
The AETRA awards are based on passenger service experience from the time they enter the airport up until they depart. It is therefore an evaluation of the entire airport experience inclusive of all service providers within the airport community.
The ratings were achieved despite high traffic volume growth at all our airports. We are very pleased with our airport’s performance as this demonstrates efficient service level standards underpinning our vision to become a world class airports operator.
We are in constant discussions with all our stakeholders on how we can improve overall service at our airports for the benefit of passengers. In collaboration with the airport community, ACSA has taken a proactive measure by arranging a quality management system on service standards to be used as a management tool by the airport community to collectively look at improving overall customer satisfaction.
This will in the future assist in identifying weaknesses and strengths of particular airports so that effective action plans can be put in place to address the challenges identified.