Austin Bergstrom International Airport Receives Recognition

Posted by James Brinkman on Thursday, April 1st, 2010 at 10:07pm.

According to a recent study conducted by J.D. Power and Associates, Austin Bergstrom International Airport showed a strong standing in passenger satisfaction when compared to other national competitors.

Austin Bergstrom International Airport managed to come in the fifth position on a list of the 25 best small airports, which is defined as an airport that sees less than 10 million passengers per year. The study, which was entitled the 2010 North America Satisfaction Study, was based on responses received from more than 12,100 passengers who took flights last year.

Among the small airports included on the list, Indianapolis International took the top spot, while San Jose International airport came in the last position. Among the larger airports that serve 30 million or more passengers each year, Detroit Metropolitan Wayne County Airport took the top slot. Among medium-sized airports that serve 10 million or fewer passengers, Kansas City International took top honors.

Overall, J.D. Powers found that passenger satisfaction in regard to airports lags behind other areas within the travel industry. According to the responses from those who were surveyed, this was largely because passengers felt the airlines failed to consistently meet their expectations when it came to airport comfort, baggage delivery and ease of navigation within the airport.

Based in Westlake Village, California, J.D. Powers conducts a variety of customer satisfaction research projects and provides consulting services. J.D. Powers isn't the only organization to bestow such honors upon the Austin Bergstrom International Airport. In fact, according to the Airport Service Quality passenger survey of Airports Council International, the airport came in second place among airports serving 5 to 15 million passengers. The Austin Bergstrom International Airport served 8.2 million passengers in 2009.

The Airport Services Quality passenger survey questioned 275,000 passengers from 118 airports around the world. The survey, which is conducted on a quarterly basis, asked passengers about the quality of 30 different aspects of services. The Airports Council International reports that the airports that receive the top rankings are those that address the basics. The services that passengers report as being the most important include:

•    The ambience of the airport
•    The cleanliness of the terminal
•    The comfort of the waiting areas
•    The availability and cleanliness of washrooms
•    The courtesy of the staff
•    The availability of good shopping facilities

The Austin Bergstrom International Airport is also one of only three airports to receive the Airport Service Quality Assured Certification, which benchmarks an airport's service quality management approach.

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