The Kotoka International Airport (KIA) has been adjudged winner in the ‘Best airport by size and region’ category of the 2021 Airport Service Quality (ASQ) award put forth by the Airports Council International (ACI).
Having the capacity to handle about five million passengers per year, KIA consecutively received the Airport Service Quality Awards in 2019 and 2020.
“The award is in recognition of the successful efforts of all stakeholders in providing a superior customer experience during the most difficult and challenging years of the pandemic,” a statement by the Ghana Airports Company has said.
It said the ASQ Departures Programme measures passenger satisfaction on departure across 34 key performance indicators, and that more than half of the world’s travellers pass through an ASQ airport – of which the Kotoka International Airport is a member.
The Airport Service Quality Award programme, the GACL said, is the world’s leading Airport Customer Experience Measurement and Benchmarking programme.
Luis Felipe de Olivera, World director general of ACI said, “after the second year of the pandemic, this year’s Airport Service Quality (ASQ) award winners are especially reflective of Customer Experience Leadership during the most challenging time in our sector’s history. We are exceedingly proud of their stellar leadership in delivering the very best customer experience.”
The MD of GACL, Pamela Djamson-Tettey, reacting to the recognition expressed excitement; saying the award illustrates the commitment of staff and stakeholders to position KIA as an airport with world-class facilities and services.
“Ghana Airports Company Limited is delighted that Kotoka International Airport has been recognized for this award. This is the 3rd time the airport is receiving recognition for this award, and we are extremely excited. It is indeed a testament to the commitment and tireless efforts of staff and stakeholders at the airport.
“…We will collectively use this success as a launch-pad to rally around our mission of providing world-class airport facilities and services for the benefit of stakeholders.”
She added: “This award will undoubtedly spur us on to work even harder to continuously enhance passenger experience at our airports. We remain deeply committed to prioritizing superior customer experience, and we will continue to harness efforts and resources to make the passenger’s journey a pleasant one.”
The Airports Council International in partnership with Amadeus will be celebrating the 2021 ASQ winners at an awards ceremony on September 14, 2022, in Krakow, Poland, during the ASQ Forum & ACI Customer Experience Global Summit.