November 18 2011
Dublin Airport has dramatically improved its position in a major European-wide study of customer service standards at international airports.
In the most recent ACI study, for the third quarter of 2011, Dublin came fourth out of 28 European airports handling between 5 million and 25 million passengers per year. In the same study five years ago, Dublin Airport came 24th out of 25 European airports.
The study, which is based on face-to-face interviews with passengers at airports across Europe, measures travellers’ opinions and experiences across a wide range of factors including; overall satisfaction with the airport, cleanliness, courtesy and helpfulness of staff, security queuing times, ease of finding your way around the airport and comfort levels at departure gates.
“We have transformed the passenger experience at Dublin Airport over the past five years and our customer service ranking shows that passengers are enjoying the benefits of a much improved airport experience,” said Dublin Airport Authority (DAA) Chief Executive, Declan Collier.
“We will continue to work to enhance and improve the customer experience for our passengers and Dublin Airport’s goal is to further advance its overall position within this prestigious benchmark study,” Mr Collier added.
Dublin Airport has also recently recorded the shortest security queue waiting times since they began to be published by the Commission for Aviation Regulation, the independent aviation regulator which sets charges at the airport.
Between July and September - the busiest time of year for Dublin Airport – 92% of passengers queued at security for less than five minutes, while 99% of passengers queued for less than 10 minutes. The queues were measured every 15 minutes, and about 15,000 separate measurements were taken between July and September.
Dublin Airport’s best ever performance in a range of customer service studies comes as the airport marks the first anniversary of the official opening of Terminal 2. More than 7 million passengers have used T2, and the arrival of the new terminal and a wide range of other improvements in facilitates has helped Dublin Airport jump up the European service quality rankings table.
“New and improved facilities such as T2, the two new departure gate piers, the extension to Terminal 1 have all helped give passengers a better airport experience,” according to Mr Collier. “Our staff also continue to receive excellent customer service scores from passengers for their courtesy and helpfulness,” he added.
T2, which opened on November 19, 2010, is currently home to Aer Lingus, American Airlines, Delta, Continental, Etihad, and US Airways. Emirates Airline will begin operations from T2 in early January. New routes from T2 to Charlotte, Dubai, Izmir, Perpignan, Stuttgart, and Washington DC, have been welcomed since the terminal opened last year, and further additional routes from T2 will be announced shortly.
The customer service improvements at Dublin Airport have also been recognised by Dublin Chamber of Commerce, which is the voice of the business community in Dublin. “In 2006, the lack of investment in Dublin Airport saw it slump in the rankings for customer experience,” said Dublin Chamber Chief Executive, Gina Quin. “Five years later, with Terminal 2, Ireland now has an airport with superior functionality and capacity while also being visually spectacular.”
According to Ms Quin, Dublin Airport plays “a vital role in the continued development of the economic, business and tourism life” of the Dublin region and the wider Irish economy. “Dublin Airport is developing as a European hub with global access, which is good for tourism and businesses,” she added.
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