Cork Airport has been placed first for overall customer satisfaction in a global survey of passengers. The airport saw off all contenders in the latest Airport Service Quality (ASQ) Regional survey, which is carried out globally on behalf of Airports Council International (ACI).
The passenger survey, which was undertaken in the summer, measured customer satisfaction across eight categories in 61 regional airports worldwide. Cork Airport scored highest of all the airports, and was ranked as the world’s best regional airport for customer service by business and leisure travellers.
Niall MacCarthy, Cork Airport Director, said: “We are absolutely delighted that Cork Airport has been placed first in the world for customer satisfaction in regional airports by this independent study. Our customers have always known that Cork Airport delivers the best customer service at any airport in Ireland, now they know we are also the best in the world! This ranking is a testimony to the hard work and diligence of all the team at Cork Airport.”
The ASQ Regional survey found that Cork Airport excelled with the highest levels of passenger satisfaction across all of its peer airports. Areas surveyed included courtesy and helpfulness of airport staff, cleanliness, availability of information, security and ease of access.
“We offer the highest levels of customer service to 2.4 million passengers across 50 routes every year and with a new East Midlands service starting in November, another 60,000 people per year will experience that level of service,” added Niall.
A number of initiatives have been introduced in Cork Airport over the past six months, which have proven a success with passengers and have also helped the airport achieve its excellent customer offering.
Customer feedback terminals have been installed at various locations in Cork Airport and these provide valuable information on the customer experience, from departure to the bathroom facilities. A new children’s play area and The Last Call airside bar, both of which opened this year, have also improved the customer experience.
“Lots of small customer service initiatives play an important role in making the passenger experience at the airport a more pleasant one,” said Niall. “Our Summer of Song competition was a huge hit with passengers, with 12 acts performing at the airport over a number of weeks and passengers voting for their favourite.”
A recent Munster Schools Art Competition also proved popular with more than 1,200 entries from schools across the province. “The winners are currently being exhibited in the terminal alongside our popular Faces of Cork exhibition and it’s these initiatives that help Cork Airport stand out from our peers.”
The team at Cork Airport has also been working hard to secure new services for the region. “There will be additional announcements in the coming months and we are confident of further passenger growth across all airlines in 2014.”