Queen Beatrix airport rates high with customer satisfaction

[Andrea J.]

Aruba Airport Authority Rated High in Customer Satisfaction

Airlines May 5th, 2011
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As operator and manager of Aeropuerto Internacional Reina Beatrix, Aruba Airport Authority N.V. (AAA) deems it extremely important to periodically measure the level of satisfaction among its customers. For 3 years now, AAA has been performing Customer Satisfaction Surveys amongst arriving and departing passengers in order to measure the satisfaction level of passengers.
The latest Customer Satisfaction Survey was performed in December 2010 over four days; 300 passengers participated. The survey was conducted during the busiest days and times, in order to have a better view on how the airport performed during peak capacity. Each process as rated by the respondents is analyzed and the most important processes such as Check-in, Immigration & Security, and Airport Terminal Facilities received very positive ratings.
The above graph shows that most respondents experience the Check-in process and the Immigration & Security process as excellent. They were very positive about the Airport Terminal facilities, including the shop and food & beverage ranking them as excellent and very good.
Passengers could also indicate what they considered as the most important process/item. When looking at these 10 most important items it can be seen that the highest rating received for this at Aeropuerto Internacional Reina Beatrix proves to be at a very satisfactory level.
When comparing the averages of all the processes together with the survey results of January 2010, the overall satisfaction level amongst the respondents in relation to the airport facilities and processes varies between a “very good” to “excellent” level. Mrs. Barbara Brown, Business Unit Manager Terminal, responsible for the performance of this annual survey and the terminal facilities, is highly satisfied with these results. “This shows that at the Aruba Airport Authority N.V. we are doing things right and those passengers utilizing our airport facilities are very satisfied. It is our goal to maintain this level of service and to improve our processes even further there where needed.”
Story courtesy of The Morning News

[mmattalo]

Andrea, are there any specific stats shared and any comparisons to other airports / location? Michael

[Andrea J.]

http://www.aruba.com/news/
the article is here and at the bottom of the article is a chart.
that gives more specificity of what the folks were asked about their satisfaction/dissatisfaction.

[Arubalisa]

I still miss stepping off the plane and being literally smacked in the face by that hot hot wind!

[Chadd]

Originally Posted by Arubalisa

I still miss stepping off the plane and being literally smacked in the face by that hot hot wind!

Sounds like Freeport. No jetway into the terminal, just some stairs wheeled up to the side of the airplane.

[Arubalisa]

Originally Posted by Chadd

Sounds like Freeport. No jetway into the terminal, just some stairs wheeled up to the side of the airplane.

A little bit more of a tropical feel.

[tavilas]

Originally Posted by Arubalisa

I still miss stepping off the plane and being literally smacked in the face by that hot hot wind!

It was a great feeling I miss that too ....