Highlands and Islands Airports Ltd (HIAL) has announced that Inverness Airport has been named the best airport with under 2 million passengers per year in Europe.
Awarded by Airports Council International (ACI), the primary membership body for airports around the globe, the Airport Service Quality (ASQ) award is voted for by 370,000 travellers across the world’s airports.
The ASQ program is the world’s leading airport customer experience benchmark, assessing passenger satisfaction across key performance indicators, with more than half of the world’s travellers passing through an ASQ airport.
Following the announcement, ACI world director general Luis Felipe de Oliveira said:
“After a second year of the pandemic, this year’s 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 basis of the ASQ surveys and the entire suite of solutions is continual learning and improvement to reach sustainable customer experience excellence.
“As the industry recovers, continuing to listen and adapt to travellers will be absolutely crucial to strengthening airports’ competitive advantage, non-aeronautical revenue, and ensuring the sustained recovery of the entire aviation ecosystem.”
Upon receipt of the award, Inverness Airport general manager, Graeme Bell, said:
“On behalf of the team at Inverness, I want to recognise this tremendous accolade.
“It is a wonderful testament to our commitment during an immensely testing period for colleagues and their families.
“This award is particularly welcome because it is based on passenger feedback.
“We continuously look to respond to what our airport users tell us, and this was particularly important as we adapted to the changes in travel rules implemented during the pandemic.
“This involved a great deal of work by everyone to ensure people were able to travel as safely as possible, and reflects the high level of customer services across all of HIAL’s airports.
“During the Covid-19 pandemic everyone across the HIAL network made big sacrifices to ensure Scotland’s remote communities remained connected to the world and each other.
“That our work in Inverness has been recognised globally is testament to everyone’s efforts during the last two years.
“I want to thank everyone at Inverness for their continued dedication.”
Other recipients of this year’s award include Prague, London City, Krakow, Rome, and Zurich airports.