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Bristol Airport ranked number one in the UK for customer satisfaction

Created: 2nd Nov 2016

Bristol Airport has been ranked the best in the UK in a global benchmarking programme measuring passenger satisfaction.

Airport Service Quality (ASQ)

Airport Service Quality (ASQ) is the industry standard for airports across the world, and is managed by the Airports Council International (ACI). Airports taking part in the ASQ survey handle a total of 7.1 billion passengers between them – more than half of all annual air journeys. Bristol Airport’s success came during a record-breaking summer season, peaking in August when 846,750 passengers passed through the terminal.

As well as measuring overall customer satisfaction, ASQ rates airports against more than 30 different indicators, covering all parts of the passenger process, from check-in on departure to baggage reclaim when returning home. Overall satisfaction is also split by journey purpose, enabling airports to assess how well they meet the needs of business and leisure passengers. Bristol Airport was ranked number one in the UK for business passenger satisfaction, as well as specific indicators including comfort of waiting and gate areas.

Robert Sinclair, Chief Executive Officer at Bristol Airport, said:

“To achieve such a strong endorsement from our passengers during the busiest period in the Airport’s history is a fantastic achievement. The significant investment we are making in facilities is a major factor, but the priority put on customer service by our staff and business partners is also making a difference. At a time when the spotlight is on airport capacity challenges in the South East, these results show that regional airports like Bristol have an important role to play in meeting demand and delivering great customer satisfaction.”

Passenger numbers at Bristol Airport are expected to break the seven million threshold this year, with further growth forecast in 2017. A major development programme continues to enlarge and enhance passenger facilities, with a £24 million terminal extension set to be completed this winter. This includes a new security search area, the first phases of which are already streamlining the security process for departing passengers. A £2.3 million upgrade to the immigration hall will deliver improvements for arriving passengers, taking the number of passport control points from the current ten to a total of 17 when it opens in spring next year. This will also see the introduction of ten of the latest ePassport gates which provide a safe, secure and speedy alternative to the conventional border control process. A further £2.3 million will be invested in a new reception centre and other improvements to the popular Silver Zone car park, often the first experience of the Airport for many passengers.