There’s way more to an airport than the mechanics of getting from point A to point B, and the best airports put a lot into making passengers’ journeys as seamless and pleasant as possib…
There’s way more to an airport than the mechanics of getting from point A to point B, and the best airports put a lot into making passengers’ journeys as seamless and pleasant as possible.
Among the most decorated among mega-airports handling more than 40 million passengers annually is Rome’s Fiumicino, which in addition to earning an award for overall quality also received recognition for being clean and enjoyable with dedicated staff. The trade group Airports Council International and travel technology company Amadeus determine award winners based on passenger surveys gathered at the airport on the day of travel. In 2022, some 465,000 surveys were collected.
“The ASQ program not only measures and benchmarks, but also provides airports of all sizes with an opportunity for continual learning and improvement to reach new heights in customer experience excellence,” said Luis Felipe de Oliveira, director general of ACI World, in a statement.
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