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The prestigious ASQ Award for Best Airport in the Middle East was awarded to Dubai Airport.
“Dubai Airports’ vision is to be the world’s leading airport company. To deliver these goals we are committed to the provision of top flight infrastructure, efficient systems and processes along with a coordinated approach led by people who are utterly dedicated to taking care of our customers.” commented Mr. Paul Griffiths, CEO Dubai Airports.
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Dubai International is the fourth busiest airport worldwide for international passenger and cargo traffic as reported by Airports Council International. It is home to over 150 airlines serving some 220 destinations on six continents providing consumers with unparalleled network reach and choice. Despite the size of the operation and rapid traffic growth, service remains a high priority. In 2011, Dubai Airports delivered a number of service innovations.
Dubai Airports brought on board bilingual ‘virtual assistants’ to communicate important travel information to the 50 million plus passengers that pass through the airport each year. The state-of-the-art digital signage solutions use the very latest technology to create the illusion of a real person, conveying helpful security and brand messages.
Dubai Airports unveiled a mobile application for Apple and Android devices. Called myDXB, the application provides information on flights and gate numbers as well as way-finding to locate customer-facing services across the three terminals of Dubai International.
Dubai International became the first airport in the region to introduce ‘snoozecubes’, state-of-the-art modular sleeping pods that offer travellers comfort, privacy, entertainment and connectivity.
Dubai Airports launched the world’s first prepaid MasterCard card aimed primarily at airport clientele. Operated on the MasterCard network, the DXB Connect card offers passengers travelling through Dubai International a convenient and safe method to make airport purchases in local currency (AED) as well as providing exclusive discounts.
In addition to these innovations Dubai Airports launched the world’s largest airport service measurement project. The project intricately measures passenger contact points, processing times which in turn will provide data to operational managers and improve staffing/resource levels to meet customer service standards.
The airport also led the creation of Service Level Agreements with key stakeholders including Dubai Police, ground service provider dnata and Dubai’s Roads & Transport Authority which supports the provision of seamless service at the hub.
Finally, the airport grew its famous ‘May I Help You’ service. The new, expanded team comprised of over 250 staff whose job is to help ensure customers can pass through the airport as quickly as possible.
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The award for second place in the Middle East went to Abu Dhabi Airport.
Mr. James E. Bennett, Chief Executive Officer of Abu Dhabi Airports Company (ADAC) stated: “We are honored to have received this outstanding recognition for the second year running. The ASQ Awards have a real importance to us since the passengers actually decide on the winners, ranking once again Abu Dhabi International Airport as the 2nd best airport in the Middle East.
"This award is a credit to the many people within the airport community working hard to make every passenger's journey better than the last one, and to provide the excellent travel experience we know our passengers expect."
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Naturally, I thank our customers and passengers for affording us these ratings; they clearly vindicate the hard work of all our staff and related agencies at the airport who are striving to ensure Abu Dhabi offers one of the world’s best airport environments”.
In November 2011, Abu Dhabi Airports Company completed the refurbishment and upgrading works of Terminal 1 at Abu Dhabi International Airport, which was designed to expand its passenger handling capacity and ensure the delivery of quality service and experience across the airport. During the construction works, the project was carefully undertaken while maintaining quality service in all its offerings.
The refurbishment project included an increase in the number of check-in and immigration counters, and the expansion and development of the retail and F&B space. The project was carried out over 10 months as part of the programme to expand the airport capacity and meet the anticipated traffic growth, whilst completing the longer term expansion plans of the capital’s airport through building new terminals and facilities. The completed project was also designed to deliver a high quality facility and upgraded services.
Upon arrival to the airport, passengers are greeted through new entry gates, leading to an efficiently designed passport control area, where counters were increased by 40% to ensure speedy processing of travel documents. Additionally, passengers now enjoy an enhanced shopping and dining experience through the new developed layout of the retail and food & beverage space, offering 27 outlets.
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Third place in the Middle East went to Tel Aviv Airport.
Mr. Shmuel Zakay, Managing Director Ben Gurion Airport commented on this performance saying “We are proud to be among airports excelling in passenger satisfaction for the fifth year in a row”.”.
The Israel Airports Authority is considered one of the growth engines in the Israeli economy, expecting to invest approximately 800 million dollars in projects intended for the improvement of the safety and security infrastructures and increasing the capacity of Ben-Gurion Airport in the next 5 years.
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Many resources are invested in preserving the security of the passengers, tracing, development and operation of advanced technologies in order to increase the level of security at Ben-Gurion Airport. The HBS 100% - Hold Baggage Screening, which is an IAA development, will make possible a full technological security check of passengers' luggage in very high standards of security and significant improvement of passenger service level. The system will situate Ben-Gurion Airport at the forefront of the international security technology.
Within the continuous investment in the safety area the runway upgrading project at Ben-Gurion Airport is underway. The project will optimize the use of air space and will lead to the increase of the runway capacity at Ben-Gurion Airport. At the same time the Israel Airports Authority promotes the construction of the new control tower at Ben-Gurion Airport and the installation of advanced technological means and systems.
Ben-Gurion Airport leads a strategy of continuous focus on the improvement of passenger service level next to advanced technology and professional capabilities, while complying with high international service standards for passengers departing from and arriving in Israel.
INDUSTRY RECOGNITION OF THE BEST AIRPORTS IN THE WORLD
