JKIA wins best improved Airport award in Africa

Written By: Carol Njenga

Jomo Kenyatta International Airport (JKIA) has been recognized as the best-improved airport in Africa offering the most comprehensive passenger service.

Kenya Airports Authority Managing Director, Jonny Andersen says the recognition comes at a time when JKIA is currently undergoing major reorganization and modernization works set to stamp its position as a regional hub.

Airports Council International is considered as the aviation industry’s most comprehensive passenger service-benchmarking program.

“Today’s recognition shows that the measures we have put in place to improve services are beginning to bear fruit. The benefits of all agencies working as a team are clear to see. We still have a lot to do but I believe that we are on the right track”, said the MD.

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In 2017, over half of the world’s 7.7 billion travelers passed through an ASQ airport.

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This enabled the Airports Council International, capture passengers’ experience at all airport passenger contact points at more than 340 airports worldwide. In 2017 an unprecedented sixteen airports became first-time winners, challenging best-in-class airports in the delivery of top-quality customer service.

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First-time winners this year included Rome Fiumicino Newcastle  Athens  Zagreb , Bandung , Indore , Ahmedabad Casablanca , Medina  among other.

ACI says the “wave of new award winners reflects the increasingly competitive airport industry operating environment, where continuous service improvement is a key ingredient in business performance.

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Airports make the customer experience a high priority. In Africa, Casablanca was named the best airport serving over 2 million passengers per year followed by Mauritius and Durban.

The benchmarking program aim is to allow airports plan improvements and benchmark their customer services against other airports. The programme measures passengers’ views from 34 key performance indicators.

74% of the world’s top 100 busiest airports are part of the ASQ network which delivers 600,000 individual surveys per year in 42 languages in 84 countries. The programme served 343 airports worldwide in 2017.

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