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Bristol Airport Ranks Highly in Customer Satisfaction Survey

Created: 8th Nov 2017

Bristol Airport gains the top spot for staff courtesy in the ASQ Survey in UK airports, an international airport passenger experience benchmarking programme, run by Airports Council International.

The programme measures passenger satisfaction at leading UK airports, as well as airports from over 80 countries.  The latest results (July – September) rank Bristol Airport number one for staff courtesy, terminal cleanliness, comfort of gate and wait areas as well as for leisure passengers.

Airport Service Quality (ASQ) is the industry standard for airports across the world.  Airports taking part in the ASQ survey handle a total of 7.6 billion passengers between them – more than half of all annual air journeys.  

As well as measuring overall customer satisfaction, ASQ rates airports against more than 34 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’s success was achieved in a record-breaking year with over 8 million passengers forecast in 2017.   

Tom McEwen, Customer Service Delivery Manager at Bristol Airport, said:
“We are delighted to continue to receive such strong feedback from our passengers and to have achieved this in a record breaking year. We are not complacent and continue to invest in the passenger experience and develop world leading facilities.  Work is currently underway to enhance car parking at the Airport creating the first on-site multi storey car park, situated in close proximity to the terminal, which will be open for Summer 2018.” 

Having invested more than £160 million in new infrastructure and facilities since 2010, Bristol Airport is well positioned to serve passengers across the South West of the UK, and also provides a gateway to the region for international visitors. 

Throughout 2017, Bristol Airport will be celebrating 60 years at its current site.  As well as looking back on a rich aviation history, work will begin on an updated Master Plan which will consider how best to meet growing demand for air travel to and from the South West and South Wales over the next two decades.  The views of customers, employees, neighbours and others stakeholders will be vital in helping to shape the Airport’s vision for the future.

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