Austin-Bergstrom International Airport (ABIA) News

For immediate release, February 16, 2010

Austin's airport ranked best in North America, tops in world by Airport Service Quality Awards

AUSTIN, TEXAS: Austin-Bergstrom International Airport has been ranked the best airport in North America by the Airport Service Quality (ASQ) passenger survey of Airports Council International (ACI). Additionally, Austin’s airport ranked second world-wide among airports its size: 5-15 million passengers.

The Airport Service Quality Survey rankings were based on the results of over 275,000 questionnaires completed by passengers at 118 airports worldwide and captures the passengers’ perception of the quality of more than 30 aspects of service. The survey is performed quarterly.

According to ACI, leading airports have recognized that the most important aspect of providing great customer service is a thoroughly clean terminal and a comfortable, friendly ambience. Top airports address the basics first. Top factors identified as high for customer service ratings are: ambience of the airport, cleanliness of the terminal, comfort of the waiting areas, availability of washrooms, cleanliness of washrooms, courtesy of staff and good shopping facilities.

“We thank the travelers who pass through our airport for the high scores they have given us,” said Jim Smith, Executive Director, City of Austin Aviation Dept., Austin-Bergstrom International Airport. “Delivering an exceptional customer service experience in a uniquely Austin style is a top goal of this airport. A clean, safe, comfortable airport experience for travelers will continue to be our priority.” For more information, see the ACI Airport Service Quality rankings release.

In addition to being a top ranked airport, Austin-Bergstrom International Airport is one of only three airports world-wide to earn Airport Service Quality Assured Certification. This certification benchmarks an airport’s service quality management approach and practices against 20 industry best practice criteria. These are grouped into the categories of Leadership, Customer Focus, People Management, Systems and Process Approach, Business Partner Relationships and Measurement, Benchmarking, Analysis and Continuous Improvement.

Austin-Bergstrom has nonstop service to 36 destinations in the U.S. and served 8.2 million passengers in 2009. A complete listing of all nonstop flight destinations from Austin and the airlines that serve them is available on www.abia.org, click on ‘airlines & flights.’

Source: City of Austin