ACI ASQ Award for Kraków Airport

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.