Bristol Airport comes out on top for customer satisfaction

Bristol Airport has held on to the top spot in the Airport Service Quality (ASQ) survey of UK airports, an international airport passenger experience benchmarking programme, run by Airports Council International.

The programme measures passenger satisfaction at UK airports, as well as airports across over 80 countries. 

Having been ranked number one for overall satisfaction in the UK, in the third and fourth quarters of 2016, the latest results reveal Bristol has retained this position for the first quarter of 2017.

ASQ is the industry standard for airports across the world.  Airports taking part in the survey handle a total of 7.6 billion passengers between them – more than half of all annual air journeys.

It rates airports against more than 34 different indicators, from check-in on departure to baggage reclaim when returning home. Overall satisfaction is split by journey purpose, enabling airports to assess how well they meet the needs of business and leisure passengers. Bristol Airport was ranked number one in the UK for overall passenger satisfaction, as well as for leisure passengers.

Bristol Airport’s success was achieved in a record-breaking year with over 7.5 million passengers using the terminal in 2016 and over £8 million passengers forecast in 2017.   

Robert Sinclair, chief executive officer at Bristol Airport, said, “We are delighted to continue to receive such strong feedback from our passengers, it is such an achievement to remain top in the UK for the third consecutive quarter. We are not complacent, and work is currently underway on a £20 million car park improvement scheme. Being developed in phases, the first of which will be the opening of a new Silver Zone long stay car park reception building summer 2017. This will provide improved car park facilities for passengers.”

More than £160 million has been invested in new infrastructure and facilities at the airport since 2010.