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
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
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
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