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Bristol Airport Scores Highly on Customer Satisfaction

Created: 1st Feb 2017

South West airport tops table for the second quarter running

Bristol Airport has held on to top spot in the ASQ Survey, 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 another 80 countries.  Having been ranked number one for overall satisfaction in the third quarter of 2016, the latest results reveal Bristol retained this position for the remainder of the year (October-December).

Airport Service Quality (ASQ) is the industry standard for airports across the world.  Airports taking part in the ASQ survey handle a total of 7.1 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 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 overall passenger satisfaction, as well as for leisure passengers and on specific indications including ambience.

Bristol Airport’s success was achieved in a record-breaking year in which more than 7.5 million passengers passed through the terminal.  

Robert Sinclair, Chief Executive Officer at Bristol Airport, said:
“We are delighted to achieve such strong feedback from our passengers during what was the busiest year in the Airport’s history.  It is great to see the improvements we have made to the terminal in recent years, combined with our strong focus on customer service, delivering clear results for our passengers.  But we are not standing still.  Work is underway on further improvements to the terminal and car parks this year, and we continue to invest in training and support for our frontline teams.”

The annual ASQ airport awards will be publicised globally, March 2017.  

Major developments in 2017 will include the final phases of the £24 million terminal extension, including a new Fast Track security channel and arrivals retail outlets.  A £2.3 million upgrade to the immigration hall will also deliver improvements for arriving passengers, taking the number of passport control points from the current ten to a total of 17 when it opens ahead of the busy summer season.  This will 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 is being 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.