Dubai International Airport has won accolades at the Airports Council International’s (ACI) Airport Service Quality Awards for 2010, claiming the Best Airport Award (Middle East), as well as the Best Improvement Award (ME).
Dubai International’s strong showing at the ACI’s most coveted awards follows quick on the heels of an equally impressive performance in traffic growth for 2010 which jumped 15.3 per cent to 47.2 million passengers.
Sheikh Ahmed Bin Saeed Al Maktoum, President of Dubai Civil Aviation Authority and Chairman of Dubai Airports, said: “I am very happy with Dubai International’s performance not only as the best in the region but also as the best to improve customer service. The ACI’s ASQ awards enjoy a very high level of credibility among the world’s travellers as well as among airports globally, and this is a cherished recognition for Dubai. I attribute this achievement to teamwork and our renewed drive for enhancing customer experience across our airports.”
Paul Griffiths, CEO of Dubai Airports, said, “I am very delighted because Dubai International managed to achieve a high level of growth in 2010, surpassing the originally projected traffic for the year by over one million passengers, while making major improvements in customer service quality. Our performance both in terms of growth and customer service is a tribute to the hard work of our staff and cooperation among our many stakeholders. The ASQ award is a great milestone in our greater journey to become the world’s busiest and best airport.”
In 2010, over 300,000 passenger surveys were completed at participating ASQ airports and served as the basis for determining the top five performers in each of the ASQ categories – worldwide, by size and by region, and a best improvement award (also by region).
The ASQ passenger survey measures customer feedback on a range of service delivery parameters that track the customer experience at an airport from the moment of arrival to the departure gate. Analysis of this “real-time” data, recorded on the day of travel, serves as a guide for better aligning service provision with customer expectations. By benchmarking the airport with other similar airports, ASQ enables airports to see where they stand in competition with their peers. This in turn helps airports to prioritize improvement projects and validate their investments in new facilities and services.
Dubai International was also placed third among the world’s best airports with annual traffic of 40 million or more.