Customer service awards for five ACSA airports


Five Airports Company South Africa (ACSA) airports have been rewarded by Airports Council International (ACI) for excellence in customer service as recognised by their passengers.

OR Tambo International, Cape Town International, King Shaka International and Upington International airports and East London Airport have taken top positions in their categories in the 2013 ACI Airport Service Quality (ASQ) Awards.

The latest achievements by ACSA are a testament to the company’s ongoing commitment to service excellence managing director Bongani Maseko said.
“The awards announcement comes as we acknowledge South Africa’s 20 years of democracy after having celebrated ACSA’s 20 years of business in 2013. As a company, we continuously strive to improve customer service by ensuring our airports meet passenger needs unreservedly.” she said.

Capturing passengers’ immediate appraisal from check-in through departure at the gates of more than 285 airports, the ASQ awards are the industry’s most comprehensive customer service benchmarking programme. These awards represent passenger views on 34 key service indicators and serve as objectives for top performing airports worldwide.
“The results over time demonstrate airports are paying close attention to feedback from passengers and undertaking corrective action to improve the passenger experience,” said Angela Gittens, Director General ACI World.
“As we face an increasingly competitive and demanding sector, ACI affords ACSA the opportunity to plan improvements and benchmark our levels of customer service against other airports. The data gained through the ASQ survey provides information that enables us to identify what passengers value most and what the airport community needs to do to achieve passenger service excellence,” Maseko said.

ACSA will receive awards for best airport by region (Africa): Cape Town International (first), King Shaka International (second) and OR Tambo International (fifth); has been presented with the following awards per category: best small airport (Africa): Upington International (first) and best improvement (Africa) East London Airport. The presentations will be made during the ASQ awards ceremony in Seoul, South Korea, in May.