Flying high among European airports: Third place for MIA in 2016 ASQ Awards

• Malta International Airport places third in ACI’s Airport Service Quality Awards 2016 • MIA has consistently placed among the top 5 in the Best European Airport category • MIA’s overall score for 2016 is its best to date, indicating higher levels of pas

Malta International Airport has placed third in the Best Airport by Region (Europe) category in Airports Council International’s 2016 Airport Service Quality Awards.

Airports Council International has announced the winners of its ASQ Awards, following the rating of 284 airports worldwide by passengers travelling through them during the course of 2016.

Malta International Airport obtained its highest score to date in this survey, which measures passengers’ overall satisfaction with their airport experience, including staff efficiency and courtesy, ease of way finding and airport facilities.

This landed the airport in a prestigious third place from among 84 European peers welcoming over two million passengers annually. Sharing this spot with Malta International Airport are Dublin (28 million pax/year), Porto (7 million pax/year) and Zurich (27 million pax/year) airports.

“The progress we registered in our overall score indicates that in our pursuit of service excellence we are better meeting our guests’ expectations at the various points of their journey through our airport. I would like to thank our airport team and all our partners for working together towards the same vision of offering an airport experience that seeks to delight its visitors,” said Malta International Airport CEO, Alan Borg.

“I am delighted that as we celebrate the 10th anniversary of helping airports understand how best to serve their customers with the ASQ Programme, we see our largest group of winners ever,” said Angela Gittens, director general of ACI World. “These airports have dedicated themselves to delivering a stellar customer experience. Promoting a culture of continuous service improvement has become a matter of gaining competitive advantage and optimising non-aeronautical revenue performance. ACI proudly recognises these accomplishments and we look forward to seeking more effective, efficient and profitable ways of serving the flying public together.”

ASQ is the only worldwide programme to survey passengers at the airport on their day of travel. Every year, the programme delivers some 600,000 individual surveys in 41 languages in 84 countries. It measures passengers’ views of 34 performance indicators, including airport access, check-in, security screening, restrooms, stores and restaurants.

The ASQ Programme also has a feature that facilitates sharing of best practices among airport operators.