Passengers at Göteborg Landvetter Airport think the quality at the airport has improved considerably in recent years – so much that the airport has now been awarded a prize by the industry trade association Airports Council International (ACI).
ACI is the body behind the Airport Service Quality (ASQ) customer survey, which measures passengers’ views on quality from check-in to departure at 285 airports around the world. In May, ACI will hand out its Airport Service Quality Awards at a big gala in Seoul, South Korea. Göteborg Landvetter Airport will get a prize there as the European airport with the most improvement in quality between 2012 and 2013.
“We are naturally extremely proud of the honour and the wonderful ratings our passengers gave us in the surveys. It is a reward for hard work and confirmation that we are on the right path. We aim to be the best airport in Europe,” says Charlotte Ljunggren, airport director at Göteborg Landvetter Airport.
ASQ Awards are given in four different categories: Best airport by region (Africa, Asia-Pacific, Europe, Latin America-Caribbean, Middle East and North America), Best airport by size, Best regional airport (under 2 million passengers) by region and Best improvement by region. Göteborg Landvetter is a winner in the last category.
Passengers get to answer 34 different questions in the ASQ survey about the atmosphere of the facilities, friendliness of staff, cleanliness of facilities and waiting times. In the most recent survey (4th quarter, 2013), 80 per cent of passengers were very satisfied with the overall quality at Göteborg Landvetter.
“Our investments in larger, more beautiful spaces and a better offering obviously play a big part in passengers having a positive experience at our airport. But without investing in our employees’ roles through customer care, service and cleanliness, we would not have achieved such substantial improvements,” Ms Ljunggren notes.
Airport Service Quality results, full-year 2013, Göteborg Landvetter Airport
Overall satisfaction 79% (+12)
Atmosphere of facilities 72% (+18)
Friendliness of staff 80% (+5)
Cleanliness of facilities 80% (+13)
Waiting time, check-in 79% (+1)
Waiting time, security checkpoint 77% (+5)
Source / Author: Swedavia