Survey topics
The survey evaluates traveller experiences across different airport service and product key performance indicators - from check-in, arrivals, transfers, shopping, security and immigration through to departure at the gate. The survey also contained a specific COVID-19 section.
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Some of Customer Survey topics covered
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Getting to and from the Airport, Ease of Access
Public transport options, efficiency and prices
Taxi availability and prices
Availability of luggage trolleys (airside & landside)
Terminal comfort, ambience and design
Terminal cleanliness, floors, seating and public areas
Seating facilities throughout terminals
Immigration - queuing times / system
Immigration - staff attitude
Waiting times at Security screening
Courtesy and Attitude of Security staff
Check-In facilities, queuing systems and seating
Wayfinding and Terminal signage
Clarity of Boarding Calls and Airport PA's
Flight Info Screens - clarity / quality of information
Friendliness of Airport Staff
Language skills for Airport Staff
Ease of Transit through Airport
Location of Airline Lounges
Washroom and Shower facilities in terminal
Cleanliness of Washroom facilities
TV and Entertainment facilities
Quiet areas, Day rooms, Hotel facility, rest areas
Children's play area and facilities provided
Choice of Shopping - tax free and other outlets
Prices charged in retail outlets
Choice of bars, cafes and restaurants
Prices charged in bars, cafes and restaurants
WiFi service
Power charging facilities
Telephone and fax locations
Bureau de change facilities
ATM facilities
Smoking policy / Smoking lounges
Standards of disabled user access and facilities
Baggage Delivery times
Priority Baggage Delivery efficiency
Lost luggage services
Perception of security and safety standards
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COVID-19 Survey additions
COVID-19 information signage
Face mask usage enforced
Visibility and availability of hand sanitiser
Social distancing markings / signage
Enforcement of social distancing
Seating / F&B social distancing
Hygiene procedures at security
Social distancing at security / immigration
Terminal cleanliness
Washroom cleanliness
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