The FINANCIAL — Based on passenger surveys held throughout the year, Istanbul Atatürk Airport is selected as the airport which improved its service quality the most in Europe. Skopje Airport, also operated by TAV, is selected the best of Europe in its category.
Operated by TAV Airports, Turkey’s leading global brand in airport operations, Istanbul Atatürk and Skopje airports received the prestigious ASQ awards for their service quality and their “dedication to cultivating an outstanding journey for passengers from curb to boarding”.
Organized by Airports Council International (ACI World), the global platform of airport operators, Airport Service Quality (ASQ) program selected Istanbul Atatürk Airport as “the most improved airport” in Europe. Skopje Airport in Macedonia was also awarded by ASQ as “the best airport in Europe” in the category of airports welcoming less than 2 million passengers. The award ceremony will be held in April during the ACI Asia-Pacific Regional Conference, according to Istanbul Atatürk Airport.
“TAV has always focused on maximizing customer satisfaction throughout all its operations since its establishment. We are following up on the expectations and needs of customers closely and accordingly providing them the appropriate solutions,” said Kemal Ünlü, General Manager, TAV Istanbul.
“Last year Istanbul Atatürk Airport was the third busiest airport of Europe after London and Paris with 61.3 million passengers. We are continuously investing and innovating to offer the best travel experience to our passengers. In 2015, we completed a major renovation project in Istanbul Ataturk, in order to improve passenger flow. Duty-free store areas and food courts have been enlarged and redesigned to serve the increased passenger flow, while accommodating the increasing transit passenger traffic. Also, biometric passport checks were initiated at the terminal. The Obstacle-Free Airport Project of our company has been named as a best-practice at the UN Conference of States Parties to the Convention on the Rights of Persons with Disabilities in New York. TAV is in collaboration with all industrial stakeholders, especially the State Airports Authority, the Civil Aviation General Directorate and Turkish Airlines, to provide a safe, swift and comfortable travel experience to all our passengers. The ongoing extension project at the international terminal will be completed in the first half of this year, adding another 20 million passengers to the airport’s annual capacity. The ASQ program by ACI Europe has always been a fundamental tool in providing us with crucial feedback on how to improve our services. I would like to emphasize that we are honored to receive this award given solely upon the feedback of the passengers.”
“Airports’ increasing concentration on ensuring a stellar passenger experience is part of a larger trend,” noted Angela Gittens, Director General, ACI World.
“Airports have evolved into complex, customer-focused businesses in their own right that in many cases are in competition with each other for passenger traffic. From duty free and restaurants to ambience, cleanliness, courtesy of staff, amenities, efficiency and more, air travelers are expecting big things from the airports through which they travel. More than anything, ASQ is a way for participants to measure the extent to which they deliver on these expectations.”
ASQ program is applied at more than 80 airports annually welcoming more than 3.5 billion passengers in more than 80 countries. The 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.
TAV provided service to 61.3 million passengers at Istanbul Atatürk Airport in 2015. Operating Skopje and Ohrid airports in Macedonia, TAV welcomed 1.56 million passengers in this country in 2015.