Ghana Airports Company Limited has been presented with the Award Plaque for the Airport Service Quality Awards for ‘Best Airport by Size and Region (2-5 million passengers per year) in Africa. The presentation took place at an awards ceremony held in Krakow, Poland on September 14, 2022, to celebrate and present awards to the 2021 ASQ winners.
It will be recalled that in March 2022, Kotoka International Airport emerged ‘Winner’ of the Airport Service Quality (ASQ) Award 2021 for Best Airport by Size and Region (2-5 million passengers per year in Africa) by Airports Council International having received the ASQ award in the same category in 2019 and 2020.
The award is in recognition of the successful efforts of all stakeholders in providing a Superior Customer Experience during the most difficult and challenging years of the COVID-19 pandemic.
Delivering a consistently improved Customer Experience is an important Business Strategy in an increasingly competitive airport industry. The Airport Service Quality Awards represents the highest possible recognition for Airport Operators around the world and recognizes excellence in Customer Experience. ACI’s global ASQ programme is the only one that not only recognizes excellence but also provides airports with objective measurement and benchmarking to help drive performance.
Commenting on the award, the Managing Director of GACL, Madam Pamela Djamson-Tettey said “Ghana Airports Company Limited is delighted that Kotoka International Airport has been recognized for this award. This is the 3rd consecutive time Kotoka International Airport is receiving this recognition and we are extremely proud. It is indeed a testament of the commitment and tireless efforts of staff and stakeholders at the airport. This award will spur us on to work harder and continuously enhance passenger experience at our airports. We are deeply committed to prioritizing Superior Customer Experience at all our airports and we will continue to harness efforts and resources to make the passenger journey a pleasant one”, she said.
In 2018, Ghana Airports Company Limited (GACL) took a strategic decision to register Kotoka International Airport (KIA) as a member of the Airports Council International’s (ACI) Airports Service Quality (ASQ) Departures Program. The Program’s main objective is to provide research tools and Management Information to better understand passengers’ perceptions of Airport Services and Facilities.
Membership of the ACI ASQ Program
Over 80% of the world’s 100 key airports are members of the ACI ASQ program. ASQ Programme is conducted in over 330 airports in 82 countries worldwide and covers more than half of the world’s 7.5bn annual passengers. More than half of the world’s traveler’s pass through an ASQ Airport, of which the Kotoka International Airport is a member from 2018 to date.
The ASQ departures program by ACI is the only world-renowned and established Global Benchmarking Program which measures passengers’ satisfaction whilst they are traveling through an Airport. ACI’s global ASQ program is the only monitoring tool recognizing excellence, and also provides Airports with objective measurement and Benchmarking to help drive their performance. The Programme requires the administration of Quarterly Passenger Surveys covering 34 Key Service Areas, including eight major categories, such as Access, Check-in, Passport Control, Security, Directional notices, Airport facilities, Airport environment, and Arrival Services.
The ASQ programme provides GACL with clear insights into passenger’s perceptions and priorities as they journey through our Airport. This enables GACL to maximize awareness of Service Quality Delivery.
GACL will continue to provide facilities and services aimed at enhancing passenger experience and positioning Ghana as the Preferred Aviation Hub and Leader in Airport business in West Africa and beyond.