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Bristol Airport Reaches New Heights on Customer Satisfaction

Created: 26th May 2017

South West airport tops table for the third quarter running

Bristol Airport has held on to the top spot 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.  Having been ranked number one for overall satisfaction in the UK, in the third and fourth quarters of 2016, the latest results reveal Bristol retained this position for the first quarter of 2017 (January - March).

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 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 with over 7.5 million passengers using the terminal in 2016 and over £8 million passengers forecast in 2017.

Robert Sinclair, Chief Executive Officer at Bristol Airport, said:
“We are delighted to continue to receive such strong feedback from our passengers, it is such an achievement to remain top in the UK for the third consecutive quarter. We are not complacent, and work is currently underway on a £20 million car park improvement scheme. Being developed in phases, the first of which will be the opening of a new Silver Zone long stay car park reception building summer 2017. This will provide improved car park facilities for passengers.” 

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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