Nassau, Bahamas February 18, 2015— Wait times matter for passengers travelling
through Lynden Pindling International Airport. In fact, new airport survey results
indicate increased scores based on the time it takes passengers to move through the
terminal on arrival and departure.
In the final quarter of 2014, LPIA scores on Waiting Time In the Check‐in Queue
increased from 4.07 to 4.37, Waiting Time at Security Inspection climbed from 4.04
to 4.25, Passport/Personal ID Inspection went from 4.03 to 4.19 and up over Q3
Airport Service Quality (ASQ) results.
Customers also value clean terminals and staff courtesy. LPIA scored 4.56 out of a
possible 5 point scale high on the Cleanliness of the Airport. In the category of
Courtesy/ Helpfulness of Check‐in Staff, scores moved from 4.14 to 4.40 in one
quarter. Officials credit airlines and their staff for playing a significant role in the
passengers experience while in terminal.
“We’ve put quite a bit of effort into ensuring that, from a customer experience
perspective, our terminals reflect the beauty and tranquility of our destination
through art, landscaping and other initiatives but at the end of the day LPIA still has
to run efficiently and as we see from the survey results this matters to our
passengers as well,” said Nassau Airport Development’s President & CEO, Vernice
Walkine.
Efficient movement of passengers through the facilities weighed heavily on overall
passenger satisfaction numbers which rose from 4.35 in Q3 to 4.40 in Q4. Walkine
believes the airport will see a further uptick in future scores with the addition of 20
new self‐service Automated Passport Control kiosks in US Customs & Border
Protection earlier this month. Considerations are being given to similar technology
on the International Arrivals end.
NAD’s CEO also contends that shorter wait times benefit the company’s bottom line.
“Our push has always been to challenge the way we move passengers through the
terminals. When the process is efficient, we see improved dwell times— that is, the
amount of time passengers have between checking‐in and taking off from the
airport. If this time is expanded, then shoppers have more time to shop, dine and
relax before their flight and there’s immediate benefit to our bottom line with the
increased passenger spend.”
Since 2011, the ASQ survey program has evaluated LPIA’s performance and
benchmarked the airport against other facilities within the region and in similar size
category (2‐5 million passengers per annum). ASQ surveys capture passenger
appraisals from more than 250 airports in over 50 countries. LPIA finished 2014
ranking in the top fifty out of 267 airports and ranked 4th within our region and 4th
within the 2‐5 million size category.