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The 2011 ASQ Award for Best Airport in North America went to Ottawa Airport.
“We recognize that the bar is raised each year where customer satisfaction and perception are concerned, and we’re so pleased that our Airport Authority employees, the employees of every organization on the airport campus and our volunteers made an even greater effort to delight our clients in 2011. Because ASQ awards are determined by customer feedback, the tribute to our people and the facility itself is even more special. Today is a very proud day for all of us.” commented Mr. Paul Benoit, President and Chief Executive Officer of the Ottawa International Airport Authority.
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Customer service has always been a key priority at the Ottawa International Airport, but the ASQ Customer Satisfaction Programme has certainly had an impact. The Airport Authority has used information gleaned from the ASQ survey programme to effect change where necessary in its pursuit of 1st place. It also shares the results on a regular basis with airlines, concessionaires and other airport partners whose activities are included in the survey in an effort to demonstrate how providing great service has an impact on the airport’s results.
Changes made due to customer feedback include offering free Wi-Fi service, improved queuing at domestic pre-board screening, 24-hour public transportation to the airport, improved wayfinding signage in the terminal and parking facilities, the addition of directory boards, street pricing by our concessionaires, and a major redesign in the US security and Customs areas including moving the Duty Free store downstream and implementing a pre-order programme. These changes, coupled with our partners’ efforts made the difference in 2011 as evidenced by our steady improvements in many survey categories and significant gains in others. We celebrate this wonderful achievement with all of them.
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Second place in North America went to Indianapolis Airport.
“We are honoured to have received this outstanding recognition,” said John D. Clark, III, executive director & CEO of the Indianapolis Airport Authority. “I have long believed that Indianapolis International is one of the best airports in the world and this award confirms that in the eyes of the aviation and airline industry.”
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Clark noted the recognition provides important benchmarking data and tools to help airports continuously improve the quality of the services they provide, including real-time feedback on the total passenger experience, from the moment of arrival to departure.
“The data shows us how Indianapolis compares to our peers and competitors, providing valuable business intelligence about how we proceed with new projects and implementing the goals outlined in our five-year strategic plan,” added Clark.
Indianapolis Airport Authority looks forward to a customer service focused year, aiming to maintain and improve key service areas at Indianapolis International Airport.
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Halifax Airport, another regular ASQ Award winner placed third in North America.
“Halifax Stanfield has ranked in the top three best airports in the world in its class for the past nine years. This remarkable achievement is a testament to the combined efforts of our entire airport community. Our airlines, concessionaires, tenants, volunteers, and airport authority employees can take great pride in this global recognition,” says Tom Ruth, Halifax International Airport Authority President & CEO.
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Halifax Stanfield International Airport – a relatively small airport on the east coast of Canada serving almost 3.6 million passengers in 2011 – with a big heart and a friendly smile. An airport committed to customer service, providing warm Nova Scotia hospitality. Everyone at Halifax Stanfield – from Airport Authority employees and volunteers to retail partners, airline employees to service staff – works together as a team embodying one vision: great people delivering the best airport experience in the world. Although we’ve earned a total of 28 ASQ awards since 2002 – 16 first place, eight second place and four third place – we continue to strive for excellence.
We keep the customer squarely in mind as we build and develop airport facilities and introduce new services. Take, for example, our Ambience Group, who meets regularly to find ways to improve all aspects of the airport experience. We collaborate with our concessionaires and service providers as business partners to cultivate a strong customer service culture and to ensure their programs align with our customer-centric values. At Halifax Stanfield we believe it’s all in our attitude. One team working together and taking pride in a shared single purpose. It’s this collaborative approach that’s at the heart of our success.
INDUSTRY RECOGNITION OF THE BEST AIRPORTS IN THE WORLD
