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  Official magazine of ACI
Monday, 23 July 2012 08:35

Winning ways

Written by  Joe Bates

Airport World provides a picture review of the 2012 Airport Service Quality (ASQ) awards ceremony at Universal Studios in Singapore.

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When CW Lee, CEO of ASQ champion, Incheon International Airport, proudly says “let’s go for eight”, the rest should worry because it shows that the South Korean gateway is determined to hold on to its Best Airport Worldwide crown despite winning it for an unprecedented seven successive years.

Once again, the main competiton for Incheon’s coveted world’s best title came from airports in the Asia-Pacific region – namely from Singapore Changi and Beijing Capital – and Lee readily admits that with others raising their game, holding on to the title for another year will be difficult.

All conquering Incheon was also named the top gateway in the Asia-Pacific region and best airport in the 25-40mppa categories in ACI’s annual customer satisfaction survey.

Speaking at the awards ceremony in Singapore, Incheon’s president and CEO, CW Lee, said: “Our focus has been to build an airport that is safe, convenient, clean and quick and easy to use, and to achieve this through close co-operation with our various stakeholders and government agencies.

“At the same time, we have also strived to introduce the concept of ‘culture’ by operating the airport in ways that differentiate ourselves from others.

“Our success is down to the 35,000 staff working at the airport, who have made continuous efforts in service innovation with the full support of the central government.”

ACI World director general, Angela Gittens, said: “I am very impressed by the strides that are being made by airport managers worldwide in improving their airports’ customer service based on passenger survey data obtained from ASQ surveys.

“With competition among airports for passengers growing each year, and passengers growing in their demand for quality customer service across the entire airport experience, airport managers are using passenger feedback to shape and refine their offerings.

“In turn, by delivering higher levels of customer service on a consistent basis, airport managers are beginning to realise that the ASQ survey enables them to use fact-based data to shape the airport customer service experience.

“This translates into greater passenger loyalty which drives airport revenues. I congratulate all award winners, as well as the airports not honoured today, but who are actively working on improving their customer service experience.”
 


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BEST AIRPORT WORLDWIDE
1. Seoul Incheon
2. Singapore
3. Beijing

BEST AIRPORT BY REGION: FEWER THAN 2 MILLION PASSENGERS
Africa - Upington
Europe - Keflavik
Latin America & Caribbean - Mazatlan
North America - Quebec City

BEST AIRPORT BY SIZE
2 – 5 million passengers
1. Guayaquil
2. Ottawa
3. Halifax

5 – 15 million passengers
1. Nagoya
2. Cancún
3. Hyderabad

15 – 25 million passengers
1. Seoul Gimpo
2. Chongqing
3. Hangzhou

25 – 40 million passengers
1. Seoul Incheon
2. New Delhi
3. Mumbai

Over 40 million passengers
1. Singapore
2. Beijing
3. Hong Kong

BEST IMPROVEMENT BY REGION
Africa - East London
Asia-Pacific - Chongqing
Europe - Palma de Mallorca
Latin America & Caribbean - Guayaquil
Middle East - Dubai
North America - Montréal

BEST AIRPORT BY REGION
Africa
1. Cape Town
2. Cairo
3. Durban

Asia-Pacific
1. Seoul Incheon
2. Singapore
3. Beijing

Europe
1. Malta
2. Edinburgh
3. Porto

Latin America & Caribbean
1. Cancún
2. Guayaquil
3. San José

Middle East
1. Dubai
2. Abu Dhabi
3. Tel Aviv

North America
1. Ottawa
2. Indianapolis
3. Halifax

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