Genève Aéroport rewarded for listening to passengers


08.02.2021

Despite the Covid-19 epidemic, Genève Aéroport has never stopped receiving comments from its passengers. The ACI (Airport Council International) recognised the airport for its efforts in this domain. 

On Monday 8 February, Genève Aéroport was awarded the «Voice of the Customer» distinction by the ACI (Airport Council International). This initiative, implemented in 2020, rewards airports that have maintained ASQ (Airport Service Quality) surveys despite the pandemic. This customer satisfaction survey programme measures the airport’s performance and provides information on customer behaviour and expectations. 

Genève Aéroport goes to great lengths to gather feedback from its passengers. For the past fifteen years, surveys have been carried out throughout the year in order to get to know the airport users, assess the quality of the services on offer and measure passenger satisfaction. 

Except during the partial lockdown period, these measures were carried out in 2020. Nearly 1’600 passengers responded to the ASQ surveys from Genève Aéroport. The results are particularly encouraging for the airport, especially since the start of the health crisis. In fact, passenger satisfaction has risen to its highest level since surveys were introduced at Genève Aéroport. 

Passengers' sense of safety has improved significantly, demonstrating the usefulness of the services and measures put in place against Covid-19 by the airport. The particularly short waiting times and the greater space available in the terminal, due to the low number of passengers, are the main reasons for this marked improvement. The courtesy of the staff on duty was particularly appreciated, a key element to ensure an optimal passenger experience. 
 

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