This past weekend saw OR Tambo International Airport not only celebrate the service excellence of its service providers but also its improvement in global quality rankings for airports.

OR Tambo, South Africa's busiest airport, moved up some five spots to rank 24th in the global Airport Service Quality (ASQ) category for airports with 15 to 25 million passengers.

The ASQ scores are based on independent passenger surveys administered by Airports Council International.

"This improvement is most pleasing and is a significant achievement over a relatively short time," said Bongiwe Pityi, General Manager of OR Tambo International Airport, who was speaking at the gala dinner of the Feather Awards.

Gauteng MEC for Transport, Ismail Vadi, was among the VIP guests and opened the proceedings by emphasising the importance of aviation service excellence.

"These awards demonstrate that no organisation can run successfully without strategic support from its key stakeholders and partners. As an airport operator, it is therefore vital for us to affirm each stakeholder and recognise how they are an integral part of achieving and maintaining service excellence at Africa's biggest and busiest airport," says Vadi.

An airport's ASQ score is determined by factors that enhance the passenger's experience, which include functionality of infrastructure, ambience, cleanliness, retail mix, food and beverage facilities, way-finding and user-friendliness, and Wi-Fi access. ASQ is the only worldwide programme that surveys passengers at the airport on their day of travel.

In the latest ASQ rating for the third quarter of 2017, areas that achieved significant improvement at OR Tambo International Airport were overall satisfaction, waiting time at passport/ID inspection and restaurant/eating facilities.

Areas that also achieved improvements include speed of baggage delivery, courtesy and helpfulness of airport and airline check-in staff, cleanliness of the airport terminal, and a feeling of being safe and secure. V Source: traveller24.com