Airports Company South Africa, East London Airport was awarded the Most Improved for Staff Service Excellence by the Airports Council International (ACI) in the Airport Service Quality (ASQ) global awards. The awards ceremony, took place on Thursday, 24 May at the ACI Asia-Pacific Regional Assembly, Conference & Exhibition in Marina Bay Sands, Singapore. East London won this award in the Best Improvement by Region for Africa. The airport currently facilitates just under 700 000 passengers per annum.
“The award is a testimony to the commitment and hard work of all the airport staff who will continue to do their utmost best to deliver a great passenger experience for all airport users. In the 2011 ASQ results, we’ve improved in courteousness, helpfulness and efficiency of all staff, with good ratings in the security and airline check-in staff-this has contributed tremendously in our airport winning the ACI Most Improved award in Staff Service Excellence,” says Michael Kernekamp, Airport Manager at East London Airport.
Since its commencement in 2006, the ASQ Awards have become the world’s leading airport passenger satisfaction benchmark with over 200 airports participating in over 50 countries. What sets it apart from other surveys is that it is interview based and has been scientifically designed to provide a statistically accurate reflection of service levels in an airport. Every month, at all participating airports, departing passengers are interviewed at the gate while the experience is fresh in their minds. All the airports use the same questionnaire and follow the same methodology while taking into consideration each airport’s uniqueness with regards to its traffic throughput to ensure comparable results.
“For the 2011 survey, we achieved an overall passenger satisfaction on the ASQ rating of 4.1 from 3.8 in 2010. The airlines operating from our airport saw both ‘Efficiency of check-in staff’ and ‘Courtesy and helpfulness of check-in staff’ achieve scores of 4.2, with ‘Courtesy and helpfulness’ of Security staff scoring 4.0 in the survey. Delivering an excellent customer service experience is an ongoing focus for East London and its airport community. We welcome all feedback from airport users and passengers who utilise our airport on a daily basis, this will assist us address the real issues and ensure a smooth end-to-end process for all our passengers and airport users,” added Kernekamp.
To continue to provide us with your feedback please visit www.airports.co.za and click on contact us under the East London Airport section.