Queen Alia International Airport Named ‘Best Airport by Region - Middle East’ for Second Consecutive Year

Wednesday, March 2, 2016

Amman, March 2016 – In yet another outstanding achievement, Airport International Group (AIG) - the Jordanian company responsible for the rehabilitation, expansion and operation of Queen Alia International Airport (QAIA) - announced that QAIA has come first in the category of ‘Best Airport by Region: Middle East’ in the 2015 Airport Service Quality (ASQ) Survey, the world’s leading airport passenger satisfaction benchmark program. This second consecutive win bolsters QAIA’s standing as a front-runner in its sector, setting it among the world’s best airports for passenger satisfaction and service quality. Among other regional airports, QAIA shared this category with Abu Dhabi International Airport and Doha International Airport, which tied for second place, as well as Dubai International Airport and King Fahd International Airport that tied for third.

In the rapidly evolving world of aviation, the ASQ Survey - published annually by the only worldwide association of airports, Airports Council International (ACI) - is essential to understanding how airports can increase passenger satisfaction and improve business performance. Based on the cumulative results of individual ASQ passenger satisfaction surveys, which are completed every month of the year, the 2015 Survey revealed that QAIA once again registered exceptional improvements in all 34 key performance indicators across 18 key elements in the ‘Best Airport by Region: Middle East’ category. In order to be eligible for the ASQ Awards, QAIA strictly adhered to the ASQ Survey, submitting a representative sample of its flight schedule, destinations and passengers served. In addition, ACI conducted regular on-ground audits and passenger interviews to guarantee compliance with quality control procedures and to validate results.

Ensuring continuous enhancement of customer service levels at QAIA, Airport International Group implemented additional internal customer satisfaction tools, which monitor all touch points and services and seek to understand passenger perceptions through surveys and complaint management systems, enabling the Airport to work on any shortcomings that might deter passenger satisfaction.

On his part, Airport International Group CEO, Kjeld Binger, stated, “For QAIA to be bestowed with the title of ‘Best Airport by Region: Middle East’ for the second successive year is a great honor and a truly gratifying reward for us all. The fact that we have been recognized once again by our passengers through such a prestigious global organization is further testament to our consistent track record of achievements and of our dedicated efforts toward sustaining our standing as one of the top 20 airports, which serves five to 15 million passengers. Looking back at how far we have come since the new terminal was inaugurated by His Majesty King Abdullah II in 2013, it is clear that our competitive advantage lies in our conveniently smaller size, which makes for shorter transit processes and walking distances, not to mention Jordan’s stability and strategic proximity to Europe and Africa, making QAIA an ideal gateway for business and leisure passengers.”

He added, “The Kingdom continues to reaffirm its well-earned reputation as a safe hub for international investments and as a prime business environment, despite regional unrest. We believe in Jordan’s and QAIA’s vast potential, and we are pleased with our fruitful, long-term partnership with the Government of Jordan, a partnership that has been named one of the world's top 40 PPP projects. I would also like to extend my sincerest thanks to our great team at Airport International Group and to QAIA's partners, shareholders and stakeholders for their unwavering commitment, passion and hard work. Through their efforts, we are able to contribute to the Kingdom’s economy by elevating its ability to attract foreign investments and bolstering the tourism sector.”

Since its inception in 2006, the ASQ Survey has emerged as the world’s leading airport passenger satisfaction benchmark program with more than 300 airports participating, across 80 countries. ASQ is the only global airport survey based on measuring passengers’ satisfaction while they are at the airport. Its scientific methodology, strict quality control procedures and commitment to impartiality have won industry recognition and established the ASQ Survey as the global standard for measuring passenger satisfaction. Almost 600,000 passengers per year are interviewed prior to boarding their flight and asked to rate their satisfaction with the airport’s services. In 2015 alone, more than half of the world's seven billion travelers passed through an ASQ airport.

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