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  Official magazine of ACI
Friday, 08 March 2013 09:18

Helsinki Airport reports improved ASQ scores

Written by  Steven Thompson

Helsinki Airport has reported improved results in the latest Airport Service Quality survey, which measures passenger satisfaction.

Helsinki Airport has reported improved results in the latest Airport Service Quality survey, which measures passenger satisfaction.

The Finavia-run airport scored 4.02 – on a scale of 1 to 5 – compared to its 2011 result of 3.92.

According to the results, the airport has improved its services in almost all of the themes included in the survey.

Passengers were more happy than before with the wireless network, queuing time, and politeness and helpful attitude of security staff.

The strengths of Helsinki Airport in the survey were the ease of switching planes, the well-functioning border control procedures, the feeling of security, and the ease of moving around at the airport.

Further strengths include the polite and helpful attitude of the staff, and the queuing time for border control, Finavia said.

Ville Haapasaari, airport director at Finavia, said: “We have worked hard to make the airport an even smoother hub for millions of passengers.

“The results indicate that Finavia and its partners have performed very well indeed.

“However, the airport is never ready, which means that we will continue to work hard for a smooth and comfortable passenger experience.

“An increasing share of international air passengers partly select their flight ticket based on the transit airport, which is why it is important to maintain the high service level of Helsinki Airport and also develop it in the future.”

Implemented by Airports Council International, the Airport Service Quality survey is a continuous survey measuring passenger satisfaction at airports.

In 2012, about 1,400 passengers were interviewed at Helsinki Airport.

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