AIRPORT SERVICE QUALITY
tourism. The growing regions and destinations within Africa, South America and Eastern Europe would make excellent hosts for future ASQ Forums as their fresh outlook, innovative insight and imminent progress would no doubt be something from which we can all learn and grow.
Kirsten O’Neill, Customer Experience Research Manager, Dubai Airports ---------------------------------The ACI ASQ programme is one of a suite of research tools we use to help define our customer’s functional and emotional needs and their perceptions as they travel through our airport. The ASQ results provide a baseline measurement tool, which we use as part of our planning process for the setting of short-, medium- and long-term customer experience targets. Has your airport implemented any changes and/or improvements because of ASQ? Absolutely. For DXB to be the biggest and the best, Dubai Airports must be responsive to its customers at this scale. We are taking onboard what our customers have told us through both the ASQ programme and our ongoing internal research programme to enhance our service and the customer experience.
Key facts about Dubai International • Airport code: DXB • What year the airport opened: 1960 • Number of passengers in 2015: 78,014,841 passengers • Number of employees: Dubai Airports currently employs 3,200 people.
Did you know? Every day more than 100,000 bags pass through DXB’s 148 km baggage conveyor system.
What is the best thing about being part of the ASQ airport network? ASQ offers all members an opportunity to learn and continually improve to the benefit of our customers. What are your wish list destinations for future ASQ Forums?
For more on ACI's Airport Service Quality programme, please visit www.aci.aero/ASQ.
The growth of global aviation will continue to see the world seamlessly connect and, as a result, what we view today as remote regions will soon be humming with increased trade and
For more information on Dubai Airports. please visit www.dubaiairports.ae. ACI WORLD REPORT
ACI World Report - July 2016