Faro Airport receives award for Best Improvement in Europe

Faro Airport received the award for Best Improvement in the Europe Region in 2012 among all airports involved in the ASQ Survey programme of the ACI - Airport Council International. This award, for the European airport that recorded the highest rise in Overall Passenger Satisfaction in 2012, is based on questionnaires completed by passengers under the worldwide Airport Service Quality (ASQ) benchmark programme and rewards the airport’s continuous efforts to improve the quality of the service provided to passengers.
 

ANA - Aeroportos de Portugal, SA has participated in the ACI passenger satisfaction survey programme, through its airports in Lisbon, Porto, Faro and Ponta Delgada, since 2006.
 

It should be recalled that the Airport of Ponta Delgada already received this award in 2009.
 

According to António Correia Mendes, Director of Faro Airport, “the recognition that we have just received is a huge incentive for all those who work at this Airport. And it is all the more important since it has been received in the middle of a complex and challenging development plan. As a highly seasonal airport, with more than 5.6 million passengers per year, we are well aware that this recognition is not an objective in itself, but only a further step in a continuous process of improvement that, through ever improving service, we and our passengers hope will ensure that we remain among the best”.

2012 Results
 

The questionnaires completed showed that Overall Passenger Satisfaction with the airport increased from a score of 3.78 in 2010 to 3.96 in 2012, on a scale from 1 to 5, which means that Faro Airport recorded the highest growth in Overall Passenger Satisfaction among the 58 European airports surveyed.

According to the passengers who used Faro Airport, “Availability of baggage carts/trolleys”, “efficiency of check-in staff”, “waiting time at passport/personal ID inspection”, “sense of security”, “courtesy, helpfulness of airport staff”, “cleanliness of airport terminal”, “flight information screens” and “ease of finding your way through airport” are just some of the parameters assessed that justify the award it has now received.

“The opinions we receive from our passengers are crucial for defining our management policy. Faro Airport always seeks to apply decisions that are in line with the expectations of our passengers for better quality of service” said António Correia Mendes.
 

It is to be recalled that over the course of 2012 various improvements were implemented to increase comfort at Faro Airport, including:
 

- New Curbsides, with the separation of arrivals and departures traffic;

- New car parks, with more space;

- Remodelling of the check-in area (area 2);

- Remodelling of the Information Counter in the Departure Lounge;

- Remodelling of the premium lounge;

- Free wi-fi in the premium lounge;

- New resting area in the Departure Lounge;

- New flight information screens;

- Numerous events involving passengers and stakeholders, including the “Algarve Chefs Week”.
 

On the other hand, 2012 was also a very demanding year in terms of work on the ongoing development plan, resulting in particular attention being paid to the creation of low-stress conditions in the interface between passengers and the construction work.

The aim of Faro Airport will always be to continue to grow, basing this growth on excellent quality of service.

The ASQ Survey Programme
 

The Airport Service Quality Survey programme has registered an increasing number of participating airports. Around 200 airports currently participate in this programme, including the largest and most famous, on 6 continents.
 

The methodology consists of passenger questionnaires with 36 questions about the various services/facilities at the airports. These questionnaires, completed by a statistically representative sample of passengers, are collected throughout the year, the results and comparative values being presented quarterly.
 

The score obtained in 2012 by Faro Airport is the result of ANA’s strategic orientation in its management of this infrastructure, involving partners in a concerted effort to meet the expectations of passengers. The results of the objective improvements in physical conditions in the air terminal and on the apron mean that passenger experiences are in line with reality of the region that the airport serves.
 

The results it has now achieved are a source of pride for all the staff at Faro Airport.