Norman Manley International Airport (NMIA) was yesterday named the most improved airport in Latin America and the Caribbean in the Airports Council International (ACI) — Airport Service Quality (ASQ) programme 2015 awards.
Senior director of commercial development and planning, Alfred McDonald, in a telephone interview with the Jamaica Observer, said it is exciting news for the wholly-owned subsidiary of Airports Authority of Jamaica (AAJ) and that it is pleased with the development since staff and stakeholders have been working towards this objective.
It is the first time that NMIA has been recognised by the ACI-ASQ.
“This award has to do with the quality of service we offer to our passengers, and therefore all of the processes that go into making our passengers feel comfortable and special we are working on them,” McDonald told the Business Observer.
“So customer service certainly has to be an ongoing training and orientation. We have also targeted other areas, for example improving our Wi-Fi services, ensuring that the facilities are in the best condition. We have some flight information display systems that we are looking at increasing so that passengers can be more aware of what’s happening when they arrive at the airport,” he continued.
Taking note of the ASQ scores for the previous year, particular focus was given to upgrading the air-conditioning systems within the passenger terminal and improving NMIA’s customer service delivery including the retraining of airport staff in customer service; enhancement of the service delivery chain management programme through the application of on-site monitoring and a stakeholder feedback system; and the use of a ‘mystery shopper’ quality-control programme.
Attention was also given to the reintroduction of NMIA’s customer service a Star of the Quarter Programme; augmentation of preventative maintenance programme for terminal fixtures and fittings; and improved equipment and staffing by passenger processing partners — the Passport and Immigration and Citizenship Agency and the Jamaica Customs Agency.
“These measures and others will ensure that we get up to number one in the region, remaining consistent in our customer service delivery, improving those areas that the passengers have told us through the comment-card system that we have at the airport that they would like to see some improvements in, and we are committed to working at them,” McDonald stated.
The world’s premier passenger service benchmarking programme for airports, ASQ delivered over 550,000 in-depth passenger surveys at over 300 airports across more than 80 countries worldwide last year. The 2015 results represent the world’s best in class airports where improving the customer experience is concerned — appraised by passengers while they are traveling.
Given the growth of the ASQ programme, the 2015 results have been expanded to include a new category – best airport by size and region. These enhancements effectively highlight the high proportion of worldwide airports — both large and small, from developing and developed countries — that are focusing on customer service as a means of fostering traveller loyalty in an increasingly competitive environment.
Culiacan International Airport in Mexico was named best airport in Latin American and the Caribbean.
