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Prestigious award for the Kraków Airport for customer service quality improvement

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On 6 March, the Kraków Airport was announced the award winner in the ASQ Awards 2016, organised by Airports Council International. This prestigious industry award is presented on the basis of passenger survey results.

Today (6 March 2017), Airports Council International announced in Montreal the winners of the Airport Service Quality (ASQ) Awards 2016. The awards are presented to airports from around the world in recognition of their commitment to passenger service quality improvement. The Kraków Airport was announced the winner of Airports Council International’s ASQ Awards 2016in the category “Best Improvement by Region” – Europe. This prestigious industry award, presented once a year, is based on results of the survey among passengers filling out questionnaires at the respective airports.
320 airports from around the world participate in the ASQ survey. Strict procedures and rules for the survey, quality control and no-bias commitment have earned the air transport industry’s trust. The ASQ survey sets global standards for customer satisfaction surveys on airport service quality. The Kraków Airport joined the programme in 2007, one year into its launch, and has so far been the only participating airport in Poland.
The survey was conducted among passengers from January to December last year. The scores given by the passengers were higher each quarter, reflecting the handing over of new passenger service infrastructure. Metrics evaluated by passengers in the survey include access to the airport, so changes in the airport’s internal traffic system introduced last year, a new car park, and a stable railway connection to the airport definitely had an impact on the scores.
ASQ is the world’s only passenger survey conducted at the travel date. Each year, 600,000 individual questionnaires in 41 languages in 84 countries are filled out. The survey measures passengers’ opinions on 34 key metrics, such as: airport access, check-in, security checks, toilets, shops and restaurants. Each airport uses the same questionnaire. Completed questionnaires are used to create the industry database, allowing a comparison among the participating airports across the world. The ASQ programme also facilitates knowledge-sharing and information exchange about best practices between operators of the respective airports.
The ASQ awards are presented to the airports that ranked top among customers in a given year. The respective categories are selected so to award different-size airports in the respective regions.
·         Kraków Airport mobile application
·         Phones for passengers
·         Traffic info in the security check zone 
·         Special Service Line
·         Animal relief area
·         Amenities for families with small children