Edinburgh flies up ratings as Europe’s second best airport

Published on 15/02/2012 12:52

EDINBURGH Airport has been rated second best in Europe and among the best in the world for customer satisfaction, according to a new independent survey.

The airport’s terminal, services and facilities triumphed over 47 other European airports, beaten only by Malta.

As a result, it has been given its first ever Airport Service Quality (ASQ) Award, a prestigious title which is handed to airports which have received the most positive feedback from passengers who are interviewed while they are waiting to board their flight at the gate.

The annual ASQ Survey is considered the global standard for measuring passenger satisfaction and asks more than 350,000 air travellers in 200 airports worldwide to rate their satisfaction with the airport they are in that day.

Jim O’Sullivan, managing director of Edinburgh Airport, said that the quality ratings were key in maintaining customer service.

“This award is a fantastic validation of the dedication and hard work of the team at Edinburgh Airport,” he said.

“ASQ scores are vital to us in improving our service because they give voice to our passengers. We’re listening to them and I believe that it is paying dividends.”

The awards focus on ten separate factors to measure customer service satisfaction, which in order of importance are: the ambience of the airport, cleanliness of the terminal, comfort of the waiting areas, availability of toilets, cleanliness of toilets, courtesy and helpfulness of the airport staff, business lounges, ease of making connections, passport/ID inspection experience and good shopping facilities.

The award is the second the terminal has received this month, having already been named the UK’s most family friendly airport.

Edinburgh Airport is Scotland’s busiest airport, with more than 40 airlines serving upwards of 100 destinations and some 9.3 million passengers a year pass through the airport – figures which are set to grow as Scotland’s international connections develop.

It is the sixth largest in the UK and employs more than 5,000 people, annually contributing hundreds of millions of pounds to Scotland’s economy

The award comes on the back of news on Monday that the airport’s passenger numbers fell by 4.4 per cent last month compared to January 2011.

It is also up for sale by BAA, with the owner of Gatwick and London City, US-based investment firm Global Infrastructure Partners, emerging as the leading contender to buy it. It is expected to fetch about £700m.