Avinor Oslo Airport and Bergen Airport Flesland are both voted Europe’s best in customer service in each category. Bergen also won the award for that airport with the greatest progress in customer service in 2018.
It is the international industry association for airports, ACI, which sends Avinor’s two major airports to the top. The basis is the airports’ strong development of the customer service measurement ASQ (Airport Service Quality), which is carried out every month and which is actively used by most airports in the world.
An acknowledgment we are proud of
Oslo wins the award “Europe’s best customer service airport” together with the airports in Zurich and Dublin in the category of airports with between 25 and 40 million passengers, while Bergen airport wins in the category between 5 and 15 million passengers along with the airports in Alicante (Spain), Bristol (UK), Sochi (Russia), Keflavik, Luqa (Malta), Newcastle (UK) and Porto (Portugal). Bergen Airport is also in its size category named the airport that has had the greatest improvement in 2018 in Europe.
In total, Avinor receives three awards for the award that will take place on September 4, 2019.
– This is an acknowledgment we are very proud of and shows that everyone who works at our airports makes a very good contribution to giving the travelers a good experience. The two largest
the investments Avinor has made in recent years have been the development of Oslo Airport and Bergen Airport. Now we see results from it. We see that Bergen also gets a price for “greatest improvement” in customer service in connection with the development, and now the whole region has an airport to be proud of, says CEO of Avinor Dag Falk-Petersen.
Falk-Petersen points to Avinor’s strategic choice to focus on the passengers’ travel experiences as decisive for the awards Oslo and Bergen now receive.
– Since 2013, we have worked strategically to improve the travel experience at all our airports and these prices show that we have done something right. This is very inspiring and will be used as a motivational factor to be even better in the future, ”Falk-Petersen concludes.
The price belongs to the employees
Airport Director at Oslo Airport Øyvind Hasaas, believes the prize is a feather in the hat for all employees at the airport and believes it will inspire to deliver even better results in the future.
– After we opened the “new Oslo airport” back in 2018, we have received many nice prices, but I think this is the most rewarding so far. It shows that the connection between good infrastructure and the people who work at the airport is crucial for creating good travel experiences. We will let this inspire us so that in the future the travelers can also enjoy meeting dedicated and service-minded employees with us, ”says Hasaas.
In Bergen you are of course also very satisfied with the feedback from the travelers.
– This is an important recognition for Bergen airport Flesland. When we opened the new terminal at Bergen Airport on 17 August 2017, we were delighted to give the Westerners a flight terminal they deserve. After so many years of cramped conditions, the experience is quite different now. But the most important thing is that all employees in all companies work together and do their utmost to ensure that anyone traveling to and from Flesland has a safe, comfortable and pleasant journey, ”says Øystein Skaar, acting airport manager at Bergen Airport Flesland.
Avinor will receive the prices for Bergen and Oslo at a ceremony in connection with the “Customer Experience Global Summit” in September.
Facts:
ACI (Airports Council International) is an industry organization for most airports in the world and each year, 640,000 individual surveys are conducted at 400 airports in 47 languages in 91 countries. These surveys are referred to as ASQ (Airport Service Quality) and are carried out continuously at the member airports. In the Avinor system, the airports in Oslo, Bergen, Stavanger, Trondheim, Tromsø, Bodø, Ålesund and Kristiansand conduct the survey. The results for Oslo and Bergen are based on more than 5,000 interviews in 2018.
ASQ (Airport Service Quality)
ASQ consists of 55 questions, including 34 records where passengers are asked to rank specific service-related features / topics and their overall satisfaction with the airport on a scale of 1 (poor) to 5 (very good). The rest of the questions are related to the passengers’ profile and the flight they are to undertake.
ACI has January 2019, 646 members, 1,960 airports in 176 countries
