Hong Kong International Airport ranks No 1 at the 2011 World Airport Awards

In a nine month customer survey that attracted more than 11.38 million participants, HKIA has been named as the Worlds Best Airport by air travellers across the globe. This is the 8th time that HKIA has achieved this success. "After another extremely successful airport survey, and a nail biting finish that resulted in three star performing airports battling it out during the final weeks to see which would take first place, we congratulate HKIA on achieving this top airport title" said Edward Plaisted, Skytrax CEO.

WORLD'S TOP 10 AIRPORTS 2011 2010 1 Hong Kong International Airport 3 2 Singapore Changi Airport 1 3 Incheon International Airport 2 4 Munich Airport 4 5 Beijing Capital International Airport 8 6 Amsterdam Schiphol Airport 7 7 Zurich Airport 6 8 Auckland International Airport 9 9 Kuala Lumpur International Airport 5 10 Copenhagen Airport 15

A perennial favourite of air travellers worldwide, and the 2010 top airport winner, Changi Airport Singapore was a very close runner up ranking 2nd best airport in 2011. "During the survey period Changi Airport has been undergoing some major terminal refurbishment. This may have impacted slightly on customer satisfaction, because in many areas such as security and immigration, terminal cleanliness and comfort we saw an improvement in customer satisfaction" said Edward Plaisted. Changi Airport did score two major achievements in the survey winning the title of Best International Transit Airport and Best Airport for Leisure Amenities. Any travellers that have spent an extended time in Changi will appreciate the vast array of leisure options that this airport provides.

Incheon International Airport, the overall award winner in 2009 was similarly in very close contention, securing 3rd place in the results. "Incheon is rapidly becoming a true customer favourite, delivering many new benchmarks in terms of airport comfort and user friendliness" added Plaisted. This years survey result yet again points to something of an elite three airports that presently dominate customer satisfaction ratings, and in recent years we have seen HKIA, Changi and Incheon fighting it out to secure the award of Worlds Best Airport - this year of course HKIA being the proud winner of the title. Incheon scored notable success and recognition of its high quality standards, winning the Staff Service Excellence Award amongst Asian Airports and ranked Best in the World for Terminal Cleanliness standards.

The World Airport Awards enjoy the highest level of credibility amongst the world's air travellers and airports around the globe. The awards are based on the 11.38 million survey questionnaires completed by over 100 nationalities of airport customer, covering more than 240 airports worldwide.

Munich Airport ranked 4th in the world and is the repeat winner of the Best Airport Europe title, "Convenience, terminal comfort and Bavarian hospitality all seem to impress users of this Airport", said Plaisted, "and clearly the overall consistency and reliability that users experience at this airport are a key factor to their success".

Beijing Capital International Airport continued its quest of improvement in the customer ratings, moving upto 5th from 8th in 2010. Now ranked as the 2nd largest airport in the world for passenger traffic, BCIA secured the award as Best Airport China in 2011. Whilst split between three terminals, passengers particularly praised the level of customer service, with the highest ratings being achieved by Terminal 3. Elsewhere in China it was the island of Hainan which scored a success, with Haikou Meilan Airport being named winner of the Best Regional Airport in China award. Set in semi-tropical surroundings, customer satisfaction ratings demonstrated considerable improvement during 2010 for Haikou to secure this award. BCIA scored further successes, picking up the award for Best Airport Washrooms.

Amsterdam Schiphol Airport secured 6th place in the overall ranking table, as well as taking the award for Best Airport in Western Europe. This proved to be another successful year for AMS moving up a further place in the rankings from 7th in 2010, and also achieving top-3 finishes in the International Transit Airport category and Leisure Amenities section. "Amsterdam continues to be popular choice with travellers and congratulate Amsterdam for its repeat win in the Western Europe Category" said Skytrax.

Zurich Airport achieved success in the Best Baggage Delivery award for the second year running, building on the success of 2010. Zurich Airport continues to be a favourite with passengers travelling in Europe achieving a 7th place finish the ranking table for airports across the globe. "The speed of baggage delivery continues to be a very emotive area of service for air travellers. For Zurich to win this award for 2 consecutive years clearly demonstrates that a very high level of consistency is being achieved in Zurich" said Skytrax.

Auckland International Airport proved a repeat winner as Best Airport Australia/Pacific in 2011. "Receiving praise from customers for delivering a typically friendly standard of Kiwi service, airport users also showed improved satisfaction levels for security and immigration procedures" say Skytrax.

Kuala Lumpur International Airport (KLIA) maintained its place in the worlds top-10 airports with a 9th place finish, and a win in the Best Immigration Service category. Another repeat win from the 2010, KLIA continues to maintain a high level of staff service for the immigration formalities.

Copenhagen Airport enters the Top 10 ranking in 2011, from 15th position in 2010. Staff service and terminal comfort and ambience were two of the higher scoring sections for this airport.

The Airport Customer survey measures satisfaction across a range of 39 service delivery and product parameters that track the customer experience at each airport, for departing, arriving and transit passengers.

Key Performance indicators ranked by airport customers in the World Airport Survey :

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

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