NASSAU, BAHAMAS March 25, 2019— Today, Nassau Airport Development Company (NAD) officials revealed the top Airport Service Quality (ASQ) performers at Lynden Pindling International Airport (LPIA). During the final quarter of 2018, airline partners Bahamasair (Domestic Sector), Air Canada (International Sector) and United Airlines (US Sector) earned high marks on passenger survey scores.
Every quarter, passengers score airlines operating commercial service out of LPIA on key performance indicators relating to the overall check-in process. Survey questions focus specifically on three areas—Waiting Time In Check-In Queue/Line, Efficiency Of Check-In Staff and Courtesy, Helpfulness of Check-In Staff.
NAD began the ASQ survey program in 2011 as a way to benchmark LPIA with other airports in the region and with global airports serving 2-5 million passengers annually. In 2018, LPIA processed nearly 3.7 million passengers, up 11% over calendar year (CY) 2017. With the increase in traffic, airport stakeholders closely monitored customer satisfaction scores to determine the impact higher passenger numbers would have on the overall results.
Deborah Coleby, Vice President of Operations at NAD said the company worked with partners throughout the year, paying particular attention to service levels provided in the terminals.
“The ASQ survey program gives us a snapshot of how our passengers experience the terminals at LPIA. Results highlight areas where we are performing well and also provide key indicators on areas where improvement is needed. With increased traffic in each sector of our operations, we began meeting with our partners in Q3 of 2018 to discuss strategies to continue to improve service levels. As a result, in Q4 2018 we saw an increase in our KPI’s (Key Performance Indicators),” she explained.
ASQ scores showed improvements in the following survey categories from Q3 to Q4 : Waiting Time In Check-In Queue/Line increased from 4.04 in Q3 to 4.23, Efficiency Of Check-In Staff moved from 4.12 in Q3 to 4.28 and Courtesy, Helpfulness Of Check-In Staff grew from 4.11 in Q3 2018 to 4.27.
Coleby continued: “We want to congratulate all of our airport partners particularly the winners from the most recent quarter for their commitment to providing a high level of service. Our goal is to continue to support our stakeholders as we meet and exceed what is required to run a safe and efficient airport operation.”