17th October, the representatives of Kraków Airport collected the first prize in ASQ Awards 2016 in the category “Best Improvement by Region – Europe”. The award ceremony took place at the 27th ACI World/Africa Annual General Assembly of the aviation industry in Port Louis (Mauritius).
Airports Council International selected Kraków Airport to be the winner of ASQ Awards 2016 in the category “Best Improvement by Region – Europe”. This prestigious industry award is presented once a year based on the results of surveys filled out by passengers at respective airports. ASQ Awards 2016 were also received by: Bloemfontein Airport from Africa, Makassar Airport (Indonesia, Asia – Pacific Region), Aruba Airport from Latin America and the Caribbean, and Abu Dhabi Airport from Middle East.
Kraków Airport in ASQ SURVEY
Over 280 airports from around the world participate in the ASQ survey each year. In 2017, Kraków Airport was one of 108 European airports to have taken part in the ASQ survey, and at the same time one of 22 airports in the category for passenger traffic of 2 to 5 million. Strict procedures and rules of conducting the survey, quality control and impartiality have earned the trust of the aviation industry. The ASQ survey sets global standards for customer satisfaction surveys on airport service quality. Kraków Airport joined the programme in 2007, one year into its launch, and has so far been the only participating airport in Poland to enter each year. From January to December last year, 1,400 surveys were carried out among passengers. The scores given by the passengers were higher each quarter, reflecting the subsequent stages of introducing new passenger service infrastructure. The metrics evaluated by passengers in the survey include access to the airport, which means that changes in the airport’s internal traffic system introduced last year, a new car park, and a railway connection to the airport definitely had an impact on the scores. One of the elements of the ASQ survey is passenger service and care for raising its standards, which Kraków Airport fully embraces. The training programme for new employees who handle direct customer service, as well as the 10 completed editions of the “Need Help” programme is also reflected in the evaluation of the politeness and helpfulness of the airport’s employees.
The passengers rate individual aspects of the airport’s operation on a scale from 1 to 5. The most important index of the survey is the overall passenger satisfaction. In 2016 this index reached 3.93 and was the highest result recorded since Kraków Airport joined the programme. As a comparison, in 2015 the same index was 3.53 and in 2014 – 3.60. Importantly, the results obtained in 2017 confirm the validity of the steps taken by Kraków Airport to perfect its passenger service. In the first three quarters of 2017, Kraków Airport obtained the average overall passenger satisfaction index of 4.17.
Selected passenger amenities at the Kraków Airport:
- Kraków Airport mobile application
- Telephones for passengers with the possibility to make free calls
- Updates on traffic in the security check zone
- Special Service Line – dedicated to passengers with special needs
- Animal relief area Amenities for families with small children
ASQ is the world’s only passenger survey conducted on the day of travel. Each year, 600,000 individual questionnaires in 41 different language versions are filled out in 84 countries. The survey measures passengers’ opinions on 34 key metrics, such as: airport access, check-in, security checks, toilets, shops and restaurants. Each airport uses the same questionnaire. Completed questionnaires are used to create the industry database, allowing a comparison among the participating airports across the world. The ASQ programme also facilitates knowledge-sharing and information exchange about best practices among the managements of respective airports. The ASQ awards are presented to the airports that ranked top among customers in a given year. The respective categories are selected so as to award different-size airports in the respective regions.