Professional SKYTRAX Survey Methodology

The World Airport Awards™ are based on 11.38 million survey questionnaires completed by over 100 different nationalities of airline passengers in 2010/2011, covering more than 240 airports worldwide. The survey evaluates traveller experiences across 39 different airport service and product factors -  from check-in, arrivals, transfer through to departure at the gate.

The Airport of the Year survey is an independent Passenger study managed by Skytrax, and the only airport survey that achieves a truly worldwide participant base - known as the "Passenger's Choice" awards. Operating since 1999, the survey is held in highest esteem for its clarity of process and rigorously applied rules of complete independence. The worldwide survey interviews for the 2011 Awards totalled 11.38 million with over 100 different passenger nationalities participating.

No outside sponsorship or external influence is applied to any aspect of the Survey -  making it the most respected Passenger Survey of it's type in the world.

There are many reasons the World Airport Awards are the world's leading and unmatched Airport Awards
	Transparent Survey methodology		No Charge to enter/participate in the survey
	Awards are voted for by Real travellers		The Awards do not use a judging panel
	Worldwide Survey coverage		Awards do not allow sponsorship to influence results
	All survey costs are paid in-house		Awards do not have a "paid-for" Awards ceremony
	Full clarity of results & rankings		Global awards from a regional survey

The World Airport Survey survey was operated over an 8 month period, during which time air travellers across the world have submitted nominations - for the key Airport of the Year title, together with a wide range of regional and other categories.

The World Airport Awards are based on the 2010/2011 World Airport Survey, conducted between June 2010 and March 2011.

Survey data was collated from a variety of input sources, including:

  Passenger Interviews completed online & via e-mail Questionnaire

  Business Research Group / Travel Panel Interviews

  Corporate Travel Questionnaire / Interviews

  Telephone Interviews

  Selective Passenger Interviews

The Product and Service factors ranked by airport customers in the 2010/2011 World Airport Survey include:

1.     Getting to & from Airport / Accessibility
2.     Public transportation options
3.     Taxi availability / prices
4.     Availability of luggage trolleys (airside & landside)
5.     Terminal comfort, ambience & general design / appearance
6.     Terminal cleanliness
7.     Seating facilities throughout terminal(s)
8.     Immigration - queuing times (departure / arrivals)
9.     Immigration - staff attitude (departure / arrivals)
10.   Waiting times - at Security
11.   Courtesy & Attitude of Security staff
12.   Check-In facilities
13.   Terminal signage
14.   Clarity of Boarding Calls / Airport PA's
15.   Flight Information Screens - clarity / information
16.   Friendliness of Airport Staff
17.   Language skills for Airport Staff
18.   Ease of Transit thru Airport (between flights)
19.   Location  of Airline Lounges
20.   Washroom / Shower facilities
21.   Cleanliness of Washroom facilities
22.   TV / Entertainment facilities
23.   Quiet areas / Day rooms / Rest areas
24.   Children's play area / facilities
25.   Choice of Shopping
26.   Prices charged in retail outlets
27.   Choice of bars / cafes & restaurants
28.   Prices charged in bars / cafes & restaurants
29.   Internet facilities / WiFi availability
30.   Business centre
31.   Telephone / fax locations
32.   Bureau de change facilities
33.   ATM facilities
34.   Smoking policy / Smoking lounges
35.   Standards of disabled persons access / facilities
36.   Baggage Delivery times
37.   Priority Baggage Delivery efficiency
38.   Baggage Delivery - efficiency / lost luggage
39.   Perception of airport security / safety standards

Additional research was conducted by detailed back-up interviews amongst a representative sample of Survey respondents. This research was to gain respondent reasons for Best Airport nomination, and prime satisfaction drivers when using an airport.

Data weighting was applied to provide nomination equity when evaluating airport of different size. Data weighting used passenger numbers for airports featured in the Survey.

MONITORING ONLINE VOTING

All online interviews were screened to identify and monitor ISP / user information and delete duplicate / multiple entries.

The Skytrax poll-breaker program applies pattern-checking to all survey interviews. This identifies all nominations that follow similar rating patterns, or duplicating earlier entries - especially important to ensure that virtual private network users cannot submit multiple or misleading entries.

No financial payment was made to any survey interviewees, and the cost of the Survey is funded entirely by Skytrax, with no third party financial sponsorship or support. 

SURVEY INCENTIVE

A survey prize incentive was offered to respondents participating in this 2011 World Airport Survey. The prize is paid for and supplied by Skytrax, and no financial assistance or sponsorship is allowed by any airport or third party.

IMPORTANT NOTE

Skytrax are unable to provide more information to general enquiries, than supplied in these Survey pages.

The World Airport Survey Report is available for purchase - containing Survey methodology, Airport nominations, Airport ratings, consumer voting patterns and supportive data.

Enquiries should be directed to:

Mr Peter Miller - Marketing Director
SKYTRAX RESEARCH
E-mail: miller@airlinequality.com

The world's most Prestigious and Recognised Airport Awards

The World Airport Survey™ : 11 million air travellers from over 160 countries make this the world’s largest, annual airport passenger satisfaction survey, evaluating traveller experiences across 39 different airport service and product factors. It analyses the airport experience for departure, arrival and transit, including terminal facilities, comfort and cleanliness, security and immigration services, signage and directions, shopping and dining standards, staff service quality ... and much more. The survey is held in highest esteem for its impartiality and independence, and is regarded as the global benchmark of airport excellence and Quality ranking.

Best Airport and Airport Hotel winners include

King Shaka International Airport, Abu Dhabi International Airport, Amsterdam Airport Schiphol, Auckland International Airport, Bangalore International Airport, Barcelona Airport, Beijing Capital International Airport, Cape Town International Airport, Central Japan International Airport, Cincinnati/Northern Kentucky International Airport, Copenhagen Airport, Doha International Airport, Dubai International Airport, Düsseldorf International Airport, Gold Coast Airport, Guayaquil Airport, Haikou Meilan International Airport, Hamburg Airport, Hong Kong International Airport, Hotel Sofitel London Heathrow, Incheon International Airport, InterContinental Johannesburg OR Tambo Airport, Jorge Chávez International Airport, Kuala Lumpur International Airport, London Heathrow Airport, London Stansted Airport, Moscow Domodedovo Airport, Munich Airport, OR Tambo International Airport, Panama Tocumen Airport, Regal Airport Hotel, Sao Paulo Airport Marriott Hotel, Shanghai Hongqiao International Airport, Singapore Changi Airport, Stamford Plaza Sydney Airport Hotel, Taiwan Taoyuan International Airport, The Fairmont Vancouver Airport, Vancouver International Airport, Zurich Airport