NEW RELEASE OF IATA’s GLOBAL AIRPORT MONITOR 2001

The latest findings from the IATA Global Airport Monitor show Singapore Changi, Sydney Kingsford Smith and Helsinki Vantaa leading the way in Overall passenger satisfaction. The analysis highlights comparative passenger satisfaction levels amongst 48 major airports world-wide, based on a sample of 90,000 international passengers.

This year competition for the top places is as hot as ever, with 4 airports ratings within 5% of the top scoring airport, Singapore Changi. This reflects these airports’ continuous investment in either upgrading facilities or focusing on customer service.

Singapore secures ‘top of the class’ position for Overall passenger satisfaction and for a further 15 service items including the newest service item measured, Cleanliness of airport terminal. Sydney, having undergone an extensive improvement programme, excelled for its Comfortable waiting/gate areas and Courtesy, helpfulness of airport staff (joint with Singapore). Hong Kong continues to invest in its newly opened airport and has the benefit of a comprehensive transportation network, which explains the top position globally for Ground transportation to/from airport. Minneapolis takes the lead for Ease of finding your way through the airport/Signposting and its Restaurant/Eating facilities.

This year Birmingham, Minneapolis/St. Paul, Sydney Kingsford Smith and Vienna are the new additions to the top 10 rated airports for Overall passenger satisfaction.

The Global Airport Monitor analyses the perceptions of over 90,000 international travellers and provides an up-to-date marketing index to measure service quality at airports. Benchmark data on between 9 and 25 airport service elements is displayed for 48 airports of various sizes and ownership structures, over 120 pages with charts and tables. The report also includes comparisons of service quality by region and airport size for key service elements.

The report is also available as an interactive analysis tool. Developed by IATA’s Aviation Information & Research department, this allows users to run tailored analyses of service performance for any airport covered in the report, in order to understand their competitive position within the industry.