Airports Authority of India's continuous thrust on enhanced passenger convenience and superlative services has been yielding results year after year. In continuation to the glorious tradition of providing excellent services to its customers and passion for providing world-class airports by AAI.
Four AAI airportsChandigarh,Mangaluru, Trivandrum and Lucknow are yet again adjudged the best in the world in recently announced ASQ awards for the year 2019. These airports won 10 awards in four categories.
The service quality
Airport Service Quality (ASQ) survey is the world-renowned and internationally established global benchmarking programme measuring passengers' satisfaction, whilst they travel through an airport, conducted by the Airports Council International (ACI), (a global non-profit organization of Airport Operators). ASQ Awards recognize those airports around the world that deliver the best customer experience in the opinion of their own passengers.
Airports Council International (ACI), the global trade representative of the world's airportscarries out international bench marking of airports through its participative program known as Airport Service Quality (ASQ) Survey measuring passengers'' satisfaction across 34 key performance indicators that includes 8 major categories such as access, check-in, security, airport facilities, food & beverage, retail, airport environment and arrival services.
In the year 2019, ACI-ASQ survey was carried out at around 356 airports across North America, Latin America and Caribbean, Europe, Africa, Middle East and Asia. The ASQ survey results are monitored by AERA, NITI Aayog and MoCA.
The ASQ programme provides the research tools and management information to better understand passengers' views and what they want from an airport's from the products and services standpoint.
Based on the results of ASQ survey, awards won by AAI airports are detailed below: 1. Best Airport by size and Region: S.No. Airport Category i. Chandigarh 2-5 million passengers per year in Asia-Pacific Region ii. Mangaluru iii. Trivandrum iv. Lucknow 5-15 million passengers per year in Asia-Pacific Region 2. Best Airport by Environment and Ambience by size: S.No. Airport Category i. Chandigarh 2-5 million passengers per year in Asia-Pacific Region ii. Lucknow 5-15 million passengers per year in Asia-Pacific Region 3. Best Customer Service by size: S.No. Airport Category i. Chandigarh 2-5 million passengers per year in Asia-Pacific Region ii. Lucknow 5-15 million passengers per year in Asia-Pacific Region 4. Best Infrastructure and Facilitation by size: S.No. Airport Category i. Chandigarh 2-5 million passengers per year in Asia-Pacific Region ii. Lucknow 5-15 million passengers per year in Asia-Pacific Region The airports have undertaken various measures over the past year to make travel more convenient and hassle free for the passengers elevating their experience that is at par with the best airport in the world.
significant steps undertaken by the airports
Some significant steps undertaken by the airports in this direction are given below:
MANGALURU: - Commissioning of 02 Passenger Building Bridges - Face -lift works of terminal building completed to improve terminal building ambience. - Large size FIDS displays installed - App based CAB Aggregator introduced - Automatic electronic access control systems, E-Gates for arrival and departure Immigration counters introduced for passenger's convenience. - Improved Signage in the terminal building and city side - Various other for passenger facilities like ATMs, two Concessionaries, 500 New trollies and lounges refurbished. - Eco-friendly Airport - Passenger facilities for differently abled people improved by providing tactile flooring ending with 'MAY I HELP YOU' desk. - Different cashless payment options introduced - Local art works depicting local Culture, Heritage and traditions are being displayed in the various prominent places of the terminal building and also in the city side. The local art works have been appreciated by travelling public.