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Bristol Airport ranks highly in customer satisfaction survey

Created: 8th Feb 2018

Bristol Airport gains the top spot for overall satisfaction, courtesy of airport staff in the ACI ASQ Survey in UK airports, an international airport passenger experience benchmarking programme.

The programme measures passenger satisfaction at leading UK airports, as well as airports from over 80 countries. The latest results (quarter 4: October – December 2017) also rank Bristol Airport number one for terminal cleanliness, comfort of gate and wait areas as well as for ambience. 

The annual ASQ results (January – December 2017) ranked Bristol Airport first for cleanliness, comfort of gate and wait areas and ambience.

Airport Service Quality (ASQ) is the industry standard for airports across the world for monitoring airport customer experience. Airports taking part in the ASQ survey handle a total of 7.7 billion passengers between them – more than half of all annual air journeys.

As well as measuring overall customer satisfaction, ASQ rates airports against 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 whilst handling over 8 million passengers. We are not standing still and continue to invest in the passenger experience and develop world leading facilities. We have recently been awarded Autism Friendly Airport status and development work continues in improving the facilities for passengers, including a state-of-the-art baggage sortation system and a multi storey car park. ”

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.

In 2017, Bristol Airport celebrated 60 years at its current site. As well as looking back on a rich aviation history, work has begun on updating the 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.