Hamilton Airport receives excellent rating in survey

Hamilton Airport receives excellent rating in international benchmark survey

PRESS RELEASE

18 October 2012

Hamilton, New Zealand - Hamilton Airport today announced it has outscored 24 other airports around the world in 31 out of 36 customer service measures.

The results have been released by US-based Airports Council International and taken from the organisation’s Airport Service Quality (ASQ) customer survey, which is an internationally benchmarked survey involving over 185 airports in more than 50 countries.

Hamilton Airport was compared internationally against 24 airports in its peer group with less than 2 million passengers per year and against the global average for all 185 airports taking part in the survey.

When compared to all 185 airports in the survey Hamilton Airport outperformed in nearly all categories.

Overall satisfaction ratings were extremely high with the 400 domestic and international customers interviewed ranking their overall satisfaction with Hamilton Airport at 4.2 out of 5.0. Business travellers interviewed ranked their overall satisfaction with the airport at 4.14 out of 5.0, while leisure travellers ranked their satisfaction somewhat higher at 4.27.

Travellers interviewed for the survey scored Hamilton Airport highest in: efficiency of check-in staff; courtesy of inspection staff; walking distances/ease of finding your way; waiting times in queues; cleanliness of the airport.

Travellers scored Hamilton Airport lowest in: parking facilities value for money; business/executive lounges; shopping facilities/value for money; restaurant facilities value for money; internet access/Wi-Fi.

Hamilton Airport CEO, Chris Doak, says, “We are extremely pleased with the survey results. It’s great to know travellers using our airport rank their customer service experience as high as they do. It’s also pleasing that the high satisfaction levels are equivalent to those measured when the survey was completed following the new terminal building being opened in 2007.

“It’s also been beneficial to see where we can change and improve. As a result of customer feedback we have implemented several changes, including launching our online car park booking system which provides opportunity for lower cost car parking. Plus, we’ve upgraded the Paper Plus product offering and provided better access to free Wi-Fi to all travellers,”

Mr Doak said the Velluto Café, which is operated under concession by Spotless, has taken the survey feedback on board by upgrading their menu and putting all staff through barista training.

Air New Zealand staff have again scored high in efficiency, courtesy and helpfulness and the airline will be provided with the feedback from customers relating to the airport lounge.

Mr Doak said one other subject the airport tracks which was not included in the ASQ survey is travellers’ views on the airport’s departure fees being included within the airline ticket price in the future.

“From feedback we have received from customers, we realise travellers would prefer the airport levy to be bundled into their ticket price. This customer feedback will be a topic for pricing consultation with airlines going forward.”

Download the full survey results here: http://www.hamiltonairport.co.nz/file/hia_asqnewsletter2012.pdf

-ENDS-

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