|
 |
|
|
|
The respected and trusted Airport Awards |
|
|
|
We Guarantee the World Airport Awards are totally free of any commercial influence or bias, and no airport in
the study can exert any influence on the results. Airports do not pay to be included in this global study, and the awards are respected
and recognised as the most prestigious accolades for the world airport industry.
Edward Plaisted, SKYTRAX |
|
SKYTRAX deliver total transparency of survey and Awards process, and guarantee :
 The customer survey is NOT restricted to member airports
NO non-membership charges to feature in the survey
NO survey or awards sponsorship of any type
NO charge to attend the Airport Awards ceremony
SKYTRAX survey is NOT connected to any type of trade association
NO airport involvement in the survey or the awards process
|
|
|
The Airport Industry Awards |
|
The results are based on 12 million passenger surveys completed in a 10-month survey period, covering
over 388 airports. The survey evaluates the total passenger experience across 39 airport service and product features, from arrival at an airport, through transit and departure processes to the boarding gate.
Since 1999, this annual airport customer survey has been respected for clarity and independence, with no airport influence or bias. The World Airport Awards are the global benchmark of airport excellence, known as the Passenger's Choice Awards.
|
|
|
|
|
|
|
The Awards operate on a not-for-profit basis, and the sole directive is for real customers to make their own, honest choices - underlining the established
SKYTRAX brand as the Passengers Choice Awards.
SKYTRAX passenger surveys are not commissioned by a trade body or association in the airline industry,
and remain 100 per cent independent. The very nature of an inside industry link would mean that
any such Airport Survey
and results would lack any real integrity, clarity or independence.
If an Airport Customer Survey is to have credibility, it cannot have subscription paying member airports, or be used to recruit new paying members.
Whilst such a format might work for an internal membership study, it is insulting for travellers to be misled into thinking that it offers a truly independent survey, since it would lack integrity and clarity of operation.
|
|
|
 INDEPENDENT,
TRUSTED RESEARCH |
|
Skytrax are strong proponents of the fact that any truly genuine Customer survey can only be properly promoted as such, if it can demonstrate complete
Independence from the companies or organisations being assessed.
"Each year, we monitor a plethora of consumer surveys and study their results with fascination" said Edward Plaisted of Skytrax. "Whilst there are some which
accord to an acceptable standard in terms of methodology, it is regrettable that many are either self-serving, or in some way subject to a commercial or
members-only influence that impacts upon the value of results."
"From the outset of the World Airport Survey in 1999, Skytrax developed and implemented a Passenger Survey format that guarantees 100% transparency, 100%
independence and adheres to our corporate ethos of research of without fear or favour. Without this standard of research, we do believe that the results
produced by some surveys can be completely worthless! added Plaisted.
|
|
NO PAYMENT FOR SURVEY PARTICIPATION
|
|
Skytrax do not charge airport operators to be included in the survey, nor are results based on a finite number of airport choices.
"To classify a Survey as offering worldwide or industry coverage when it requires Airports paying a fee to be included in the Survey and Award process is
a complete anomaly" says Peter Miller of Skytrax. "It makes a mockery of being able to survey customers in an open and balanced format,
and can
result in the Awards that may be handed out being viewed as a worthless commodity ... indeed, in some cases when the methodology of such
surveys is unveiled, customers had no concept of the false pretences that some of those Awards are labouring under."
|
|
NO LIMIT ON NUMBER OF SURVEY AIRPORTS
|
|
Take a good look at many surveys today, and one often finds that the participants are only offered a very limited number of options from which
to make their choice - not so with the SKYTRAX surveys.
"I am amused when viewing a survey that asks me to choose a world-best from a very limited list of options. What if I don't agree with the available
options? What if I want to nominate an airport that is not on the list? The net effect of course is that in such circumstances the customer is being asked
to step inside a very controlled environment, and make their choice according to the organisers own particular conditions - and the result can
best be described as a sham designed to satisfy the aims and ambitions of the companies that are on the options list" added Miller.
|
|
NO LIMITED NUMBER OF SURVEY PARTICIPANTS |
|
As the world's largest Passenger Survey of Airport standards, SKYTRAX have no worry about limiting the global capacity of the study. But this is not always
the case, and SKYTRAX point out there are many surveys that proclaim to offer worldwide coverage - while at the same time, those Surveys may
give an Airport Award on the basis of just 1,500 customers at that airport taking part in an annual study.
"I guess it is about how well some Survey results can be used to satisfy the paying airports, and create a feel-good factor while the research
organisation is effectively seeking to profit" said Miller. "We are well known across the air transport industry for calling such practices into question, and we maintain a
very clear approach about this. We consider it our moral right to demand that there is better accountability in terms of releasing full survey methodology, what payments are made .. and so on."
|
|
The world's leading Airport Industry Awards |
|
The World Airport Survey is 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.
|
|
