Jul 2020
ACI introduces new Airport Service Quality questions related to COVID-19
Partnership with TAV Technologies to deliver passenger health and safety questions
Airports Council International (ACI) World has introduced new assessments on health and safety into its world-renowned Airport Service Quality Departures Survey in the wake of COVID-19.
ACI’s Airport Service Quality (ASQ) program is a global benchmarking program measuring passengers’ satisfaction whilst they are traveling through an airport. ASQ works with 400 airports worldwide to help them manage and deliver the best experience for customers.
The impact and effects of the COVID-19 pandemic have brought the global airport industry to a standstill with an estimated reduction in passenger traffic of 4.6 billion by year’s end. As the industry begins to restart and plan for recovery, it will be crucial for airports to understand the changing needs and expectations of passengers and to reassure them that their health and safety remain the priority.
To provide airports with a true 360-degree view of customer experience management in the new COVID-19 reality, ACI has adapted its current Departures survey. While the key steps of the passenger journey remain the same, passengers have a new set of expectations in regards of their own health and safety. By adding questions to the version of the survey that is delivered by tablet, these new and important considerations can be added to the benchmarking history for participating airports.
ACI has partnered with TAV Technologies, one of the leading companies in the airport IT industry, in delivering these new questions.
“ACI’s Airport Service Quality programme is the world’s leading airport passenger experience benchmarking programme,” ACI World Director General Luis Felipe de Oliveira said. “As the industry restarts and plans for a sustained recovery, it will be crucial for airports to understand the changing needs and expectations of travellers because of COVID-19. The implementation of health measures following international standards will support the sustainable recovery of the industry with benefits for the communities we serve.
“The health and safety of passengers and staff remain the priorities for airports, so it is important that operators understand where passengers are demanding different or customized services based on specific concerns and requirements as a result of COVID -19.
The new sections will cover the efficiency of safety and hygiene measures, the clarity of signage and instructions to inform about safety and hygiene measures, and questions around the deployment of staff. The data collected will provide insight on safety and hygiene measures as well as how passengers view the various touchpoints, resulting in a better understanding of their expectations during this health crisis. It will also contribute to restoring their confidence in travel and facilitate recovery.
TAV Technologies General Manager M.Kerem Ozturk said that the impacts of COVID-19 necessitated a new set of rules to safeguard the health and safety of passengers, crew and staff.
“Accordingly, the trend towards smart airport applications and digitalization of operational processes is strengthened,” he said. “Solutions such as self-service, contactless ID verification, mobile apps, and AI-based queue management can provide additional safety, ease the level of stress on passengers and help increase operational efficiency for airport operators. We’re happy to support ACI in adapting the ASQ program to the COVID-19 era, to better understand the evolving passenger experience and further develop our portfolio of IT solutions to benefit our clients.”
1. ACI, the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organization. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, customer-centric, and environmentally sustainable. As of January 2020, ACI serves 668 members, operating 1979 airports in 176 countries.
2. TAV Technologies, a subsidiary of TAV Airports, provides end-to-end technology solutions at 36 airports in 12 countries. The company has more than 40 products developed for the aviation industry through its R&D center. Founded in 2005, TAV Technologies accumulated extensive operational and project management expertise in airport operations and through this know-how it provides a wide range of IT services from design to consultancy. It also supplies technology services for prestigious projects in the construction, health, and manufacturing industries with its international organization. The company focuses on digital transformation, smart airport solutions, and cybersecurity with its skilled operational teams.