A leading industry journal from the Airports Council International (ACI)

Download ASQ 2006

About the Airports Service Quality (ASQ) Publication
Service quality is a major management issue at airports, whether the airport operates as an enterprise in a competitive environment or as a public sector body having a public service duty. With ever-growing numbers of air travellers with wide travel experiences, airports know their customers will compare their airport with the best they have experienced elsewhere.

Focusing on the winner's of this year's AETRA Passenger Satisfaction Survey, we will showcase best business practice case studies, while highlighting key contributions made by winner's business partners, to discover exactly who won what, and why. Andreas Schimm outlines the benefits of ACI’s new Airport Service Quality (ASQ) customer service benchmarking programme.

Contents
The book will be divided into four sections.

Section 1
ACI - Customer service initiatives:

Foreword
Robert J. Aaronson

Satisfaction guaranteed
Facilitation and technical/safety director, David Gamper, reflects on ACI initiatives to help raise
service quality at airports.

The real deal
Andreas Schimm outlines the benefits of ACI’s new Airport Service Quality (ASQ) customer service benchmarking programme.

ACI events

Section 2
AETRA - Winners:

Win, win situation
Who won what in the 2005 AETRA awards.

On top of the world
Incheon International Airport.

That winning feeling
Halifax International Airport.

Nobody does it better
Kuala Lumpur International Airport.

Who cares wins
Dubai International Airport.

It’s only just begun
Nagoya International Airport.

The comeback king
Brussels Airport.

Great Danes
Copenhagen Airport.

Section 3
Top ranking:

Fly and buy
Hong Kong continues to dazzle passengers with its innovation and commitment to customer service, reports Joe Bates.

Everybody wins
Both passengers and staff are reaping the rewards of Ottawa’s customer service success, reports Chris Kjelgaard.

Double impact
New participant Denver claimed two top three rankings in the 2005 AETRA awards. What makes it so special? Chris Kjelgaard reports.

Section 4
Expert views

Virtual reality bytes
The addition of revenue stream opportunities has just taken virtual airport wayfinding to the next level, reports Jamie McIntyre.

The Seoul experience
Curtis Worth Fentress of Fentress Bradburn Architects reflects on the design of the world’s best gateway, Incheon International Airport.

Screen test
In today’s operating environment, continuing to raise the bar on security screening at airports is a necessity, not an option, reports Stefan Aust.

Hurry up... and relax
The bottom line for post-security passenger comfort is good seating, writes Carroll McCormick.

Clean sweep
Joanne Paternoster explains why ‘clean’ airports score highly in customer satisfaction surveys.

About ACI
ACI’s membership consists of 569 international airports and airport authorities, running almost 1,640 airports, in 177 countries. ACI’s primary purpose is to represent the world’s airports at ICAO meetings and to foster co-operation among member airports and with other partners in world aviation. ACI aims to contribute significantly towards achieving an air transport system that is safe, secure, efficient and compatible with the environment.