Consumers Rate Dubai International #1 for Service Quality in Middle East
Dubai, UAE – February 15, 2012 – Just weeks after announcing record passenger traffic of 51 million in 2011, Dubai International has earned consumer recognition for its customer service quality by winning the coveted Airports Council International’s (ACI’s) Airport Service Quality (ASQ) awards for Best Airport in the Middle East and Most Improved Airport in the Middle East. This is DXB’s second consecutive win at the annual ASQ Awards in both categories.
Commenting on the airport’s success at the awards, Paul Griffiths, CEO of Dubai Airports, said: “Dubai International’s consecutive win at the ASQ Awards is a direct result of dedicated employees, innovation, a systematic approach and an unmatched spirit of collaboration amongst the airport community here to work together as one entity to achieve the common goal of providing the best service possible.
“Dubai International has emerged as one of the world’s busiest hubs for international passengers, yet customer service quality remains one of our top priorities. This award acknowledges the high importance we attach to fulfilling and indeed exceeding the expectations of our customers.”
In 2011 Dubai Airports introduced new facilities and services to further enhance customer service across the three terminals of Dubai International. These included the expansion of the “May I Help You” service across the airport; the signing of several service level agreements with strategic partners such as ground service provider dnata, Dubai Police and Dubai’s Road and Transport Authority; the launch of the world’s first prepaid card for airport customers DXB Connect; the introduction of modular sleeping pods called SnoozeCubes; the launch of myDXB, a mobile retail service directory for Android and Apple handheld devices; and the trialling of bilingual “virtual assistants” – which use the latest projection technology to guide passengers through travel formalities. Dubai Airports is also currently carrying out the world’s largest airport service delivery measurement project to further enhance service quality at Dubai International.
Griffiths added that since passengers play a direct role in the outcome of the ASQ Awards, the accolade is a true reflection of what customers feel about the airport’s service standards. “It is a verdict directly from the customers and that is what makes these awards so special,” he said.
The annual ASQ Awards recognise and reward the best airports in the world according to ACI's ASQ passenger satisfaction survey. Since its creation in 2006, the ASQ survey has become the world’s leading airport passenger satisfaction benchmark with more than 200 airports participating. In 2010, over 300,000 passengers were interviewed prior to boarding their flight and asked to rate their satisfaction with the airport that day.