Dublin Airport Wins Global Customer Service Award

Dublin Airport has been named one of the best airports in the world by the Airports Council International in a global ranking of passenger experience.

Ireland’s capital was the joint winner in its category of European Airports that have 25-40 million passengers per year in the ACI’s World Airport Service Quality (ASQ) Awards last week. Dublin shared its category win with Oslo Gardermoen and Zurich airports.

The 2018 ASQ Awards are based on 640,000 passenger survey results in 84 countries that measure the key elements of a passenger’s experience at each airport. The ASQ Awards are presented to the airports whose customers have rated them the highest during the year.

“The Airport Service Quality Awards celebrate the achievements of airports in delivering the best customer experience and they represent the highest possible accolade for airport operators around the world,” said ACI World Director General Angela Gittens in a statement.

“We are absolutely thrilled that Dublin Airport has won an ACI Airport Service Quality Award,” said Dublin Airport Managing Director Vincent Harrison. “This is a highly prestigious international customer service award based on detailed passenger studies carried out globally,” Mr Harrison added.

“This award is a huge endorsement for the entire team at Dublin Airport,” according to Mr Harrison. “Since 2014, our passenger numbers have increased by 45 per cent to a record 31.5 million last year. Throughout that period, we have had a relentless focus on providing the best possible experience to our growing number of customers. We will continue to put the passenger at the heart of everything we do at Dublin Airport.”

Ms Gittens said Dublin Airport was “a credit to the industry” and had shown a “continued commitment to excellence”. According to her airports such as Dublin had responded to the evolving needs of passengers to deliver high levels of service and an award-winning performance.

The ASQ survey measures passengers’ satisfaction across more than 30 key performance indicators including access to the airport, check-in, security, wayfinding, the courtesy and friendliness of staff, cleanliness, quality of internet/WiFi service. The global benchmarking programme is based on surveys of passengers at the airport on their day of travel.

Dublin Airport and the other 2018 ASQ winners will formally receive their awards at ACI’s Customer Experience Global Summit in September.

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