Kol airport climbs up 5 notches in global service quality rating
Times of India | 24 December 2024
12 Kolkata: The city airport achieved its highest quarterly ranking since the pandemic in a global airport service quality rating based on passenger feedback. It climbed from the 69th position in April-June to the 64th place during July-Sept 2024.
The improvement reflects favourable responses across key parameters, including staff assistance, WiFi services, reduced queueing times at security and check-in counters, and terminal navigation signage. However, passengers expressed dissatisfaction regarding flight connection convenience, insufficient charging points, retail outlet standards, immigration staff behaviour and persistent washroom hygiene issues.
The Airport Council International's (ACI) airport service quality (ASQ) assessment remains the globally acknowledged benchmark for measuring passenger satisfaction throughout their airport experience. The evaluation framework encompasses 31 ASQ parameters, systematically categorised by their operational aspects. Passengers rate each criterion on a five-point scale. While the global airport average stands at 4.3, Kolkata airport achieved an impressive score of 4.9 in the most recent evaluation.
In all, 14 AAI airports participated in the survey, of whom Kolkata made the most significant improvement in ranking, equalling the post-pandemic best rank of 64 among world airports that it held in the first quarter of 2023. In the latest survey result, only Chennai (60) and Goa (62) are ahead of Kolkata in the ratings.
"We value the feedback, our team remains committed and already resolved the pending matters. We hope to increase the ratings even further. Through this focused effort, we aim to enhance the quality of service for all passengers whilst strengthening our position in sector evaluations," said a senior official of Kolkata airport.
According to the survey report released by AAI, negative feedback since the last quarter was received on only seven functional areas. They are walking distance inside the terminal, ease of making connections with other flights, availability of charging stations, courtesy and helpfulness of immigration staff, ease of finding the way, quality of shops, and the long-plaguing problem of cleanliness of washrooms.
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