Second 2016 Airport Service Quality (ASQ) Forum dedicated to the people behind the numbers

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Montreal, 8 November 2016 The second Airports Council International ASQ Forum of 2016 took place in Guayaquil, Ecuador from 2 to 4 November. It was generously hosted by Autoridad Aeroportuaria de Guayaquil and TAGSA, which manages José Joaquín de Olmedo International Airport (GYE). More than 80 delegates from 16 airports and 15 countries took part in the Forum organized around the theme: “The people behind the numbers.”

“ACI would like to thank GYE for hosting the second of our three 2016 ASQ Forums,” said Angela Gittens, Director General, ACI World. “GYE is a leading example of an airport that places passengers first: it has won 17  ASQ Awards from 2007 to 2015 and was also inducted to the prestigious Director General’s Roll of Excellence in 2012.The 2016 ASQ Forums have been designed from the ground up to help airports develop a deeper understanding of their customers’ needs so they can offer even higher levels of customer service, develop new efficiencies in airport operations and raise non-aeronautical revenue.”

The ASQ Forums  are a series of annual meetings, organized for airports that participate in the ASQ Survey, and for those that are considering joining the ASQ programme.  The purpose of each Forum is to help airports effectively and efficiently manage passenger satisfaction, improve the quality of their airport services and exchange examples of best practice in airport customer experience.

The ASQ team offered a complimentary full-day training session before the start of the Forum, and presentations during the Forum covered recent ASQ developments; key drivers of satisfaction; airport passenger generations and how they travel; and, an analysis of Passenger Personas.  These passenger personas are the typical “people behind the numbers” as they describe in broad terms the characteristics of travelers that might pass through an airport. By understanding these demographics, airports are better able to meet the needs of their typical customers. The Forum also featured presentations from Quito and San Antonio International Airports on best practices; and from Cincinnati/North Kentucky International Airport on strategies for positive passenger experience.

The last ASQ Forum for 2016 will take place in Naples, Italy from 30 November to 2 December 2016.

Notes for editors
 

1. Airports Council International (ACI), the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organisation. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient and environmentally sustainable.

2. The ACI Airport Service Quality (ASQ) Survey covers 34 key service areas and includes 8 major categories such as access, check-in, security, airport facilities, food and beverage, retail and more. All participating airports use the same survey questions, creating an industry standard set of responses that allows participants to track and analyze their performance, as well as benchmark results against airports across the globe. All participating airports can view the ASQ survey results of all other participating airports on a confidential basis.

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