Airports Council International (ACI), the voice of world airports, recently recognized Jomo Kenyatta International Airport for its excellence in customer service.
JKIA was named as the best-improved airport in Africa in the prestigious 2017 Airports Council International (ACI) Airport Service Quality (ASQ) Awards. This recognition is a testament to the airport’s on-going commitment to service excellence.
Jomo Kenyatta emerged winner in the Best Improvement by Region-Africa Category in what is considered as the aviation industry’s most comprehensive passenger service-benchmarking program; the ACI ASQ Survey has captured passengers’ experience at all airport passenger contact points at more than 340 airports worldwide. ACI ASQ has industry recognition as a world-class benchmarking program that aims to allow airports plan improvements and benchmark their customer services against other airports.
Kenya Airports Authority’s Managing Director, Jonny Andersen noted that the recognition was timely; coming at a time that JKIA is undergoing major reorganization and modernization works set to stamp its position as a regional hub.
“Today’s recognition shows that the measures we have put in place to improve services are beginning to bear fruit. The benefits of all agencies working as a team are clear to see. We still have a lot to do but I believe that we are on the right track.” Mr. Andersen added.
“The benefits of all agencies working as a team are clear. We still have a lot to do but I believe we are on the right track.”
Casablanca Airport was named the best airport in Africa with over 2 million passengers per year, followed by Mauritius and Durban.
In the Asia-pacific region, Mumbai scooped first place serving over 40 million passengers a year. In North America, this top spot goes to Toronto Pearson and in Europe to Rome Fiumicino.
The ASQ survey measures passengers’ views of 34 key performance indicators in 74 percent of the world’s top 100 busiest airports.
JKIA recognition comes weeks after the airport rolled out a service charter signed by all Government agencies committing to provide consistent, professional and high-quality service.