AIRPORT SERVICE QUALITY
Celebrating the 10th anniversary of ACI’s ASQ programme with Detroit Metropolitan Airport By Sevda Fevzi, Manager, ASQ Strategic Marketing, ACI World This year, ACI’s Airport Service Quality (ASQ) programme celebrates its 10th anniversary. As we blow out our birthday candles, we will be featuring interviews from a host of airports that have been part of the ACI ASQ global network within the past decade. Through firsthand interviews published in the ACI World Report, we will be highlighting what ASQ means to each airport, as well as how the programme has contributed to customer service excellence and increased satisfaction amongst its travellers.
The first in our series of interviews features Detroit Metropolitan Airport (DTW), part of the Wayne County Airport Authority (WCAA) located in Michigan, United States. We interviewed Peter Gargiulo, Director of Strategy Management, who is responsible for developing and maintaining WCAA’s strategic focus on increasing customer satisfaction and operational efficiency. He also works closely with WCAA’s senior management, facilitating the development, implementation and evaluation of new initiatives to meet stakeholders’ dynamic demands at one of the world’s busiest passenger airports. How and why did your airport join ASQ? DTW joined the ASQ programme at its inception in 2006. We recognized that given the changing nature of the passenger experience, we needed a practical tool to accurately measure passenger perceptions. In addition, we were very interested in benchmarking our performance with other comparable US and international airports.
Peter Gargiulo, Director, Strategy Management, Wayne County Airport Authority 28
The North Terminal at Detroit Metropolitan Airport opened in September 2008 to replace the aging Smith and Berry Terminals.
ACI World Report - February 2016