Government and Travel & Tourism

Ford airport ranks among 'best' in world

February 19, 2014
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Gerald R. Ford International Airport is the fifth-best airport of its size in the world.

Ford airport received the Airport Service Quality Award by Airports Council International in the 2-5 million passengers category.

Passenger survey

The survey is an industry customer service benchmarking measure.

It captures passengers’ immediate appraisal from check-in through departure at the gate, at more than 285 airports.

Airports across the world are evaluated via passengers’ views on 34 key service indicators, such as cleanliness, parking, courtesy of staff, concessions and security screening.

The ASQ Awards are presented in four categories: Best Airport by Region, Best Airport by Size, Best Small Airport and Best Improvement.

“Customer service is a top priority for our entire team,” said GFIA Executive Director Brian Ryks. “We are dedicated to ensuring continued progress in this area, as we make significant investments in personnel, services and facilities that are focused on providing a first-class experience for the traveling public.”

Ford experience

GFIA has continued to improve the customer experience by adding concession amenities like Starbucks, Bell’s Brewery and Restaurant and the new healthy dining option Greens.

The airport also continues to improve on the passenger experience through technology upgrades, such as charging stations and business centers.

In addition, visitor information ambassadors, a therapy-dog program and a partnership with Kendall College of Art and Design have improved the airport’s ambiance and customer service rankings.

“As airports face the increasingly competitive and demanding aviation market, it is crucial to keep a focus on meeting and exceeding passenger expectations,” said Angela Gittens, director general, ACI World. “Airport managers need factual intelligence to guide their efforts and optimize their investments.”

Best Airport by Size, 2-5 million passengers

1. Changchun, China

2. Guayaquil, Ecuador

3. Ottawa, Canada

4. Halifax, Canada

5. Grand Rapids

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