Abu Dhabi International Airport has been ranked ‘2nd Best Service Provider’ in the recent Airports Council International (ACI) ASQ Survey results for the Middle East Region - a key benchmark for customer service in the global airports’ industry. More specifically, the airport excelled in categories that demonstrate the operational efficiency of the airport and the quality of service offered.

Along with the overall satisfaction with the airport services and facilities, the report published by ACI showed that Abu Dhabi International Airport recorded the highest scores specifically in the areas of security, check-in services, and passport and ID inspection processes. The airport scored 4.31 in ASQ indicators, an increase from 4.10 in 2009 to place the airport as 2nd in the Middle East after being ranked 3rd in 2009.

ASQ Programme Director, from ACI, Craig Bradbrook explains: “The ASQ Survey provides the aviation industry standard in terms of passenger satisfaction benchmark data, with around 154 airports from over 50 countries participating worldwide. Each year passengers are interviewed while waiting at the gates and asked to rate their ‘on-the-day’ experience of that particular airport. The Survey measures 34 elements, ranging from ‘friendliness of check-in staff’ to ‘waiting time at security control’ to ‘overall satisfaction with the airport’.”

In this regard, Ahmad Al Haddabi, Senior Vice President of Airports Operations in Abu Dhabi Airports Company (ADAC) stated: “We are thrilled to have succeeded in significantly improving our scores in 2010, while carrying out an extensive refurbishment program at Terminal 1, with the least possible impact on our passengers. I want to thank and congratulate the whole team and all our partners and stakeholders, including the Department of Ports and Airports Security- Airport police, Immigration, Customs and airlines, for their continued efforts.

Al Haddabi added: “Naturally, I thank our customers and passengers for affording us these ratings; they clearly vindicate the hard-work of all our staff and related agencies at the airport who are striving to ensure Abu Dhabi offers one of the world’s best airport environments. We promise to continue delivering a unique travel experience in the years to come.”

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