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.
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