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Austin-Bergstrom International Airport (ABIA) News

For immediate release

November 14, 2011

World class excellence honor bestowed on Austin-Bergstrom International Airport

AUSTIN, TEXAS – The first Airport Council International’s Director General’s Roll of Excellence inducted Austin-Bergstrom International Airport in its ranks. The Director General’s Roll of Excellence recognizes airports that have ranked among the top five in Airport Service Quality (ASQ) for five consecutive years. Only 14 airports in the world received this recognition.

The Airport Service Quality Survey is based on the results of over 300,000 questionnaires completed by passengers at over 200 airports worldwide and capture the passengers’ perception of the quality of more than 30 aspects of service. The survey is performed quarterly. The ASQ Awards are the industry's most prestigious accolades and the world's benchmark measure of airport excellence.

Established in 2006, the ASQ program was introduced by ACI to enable airports to capture customer feedback by means of ASQ passenger surveys. Analysis of this valuable information enables airports to clearly understand passenger needs and customer service to better align service provision with customer expectations. The ASQ program is also vital to understanding airport customer service rankings relative to airport peers and competitors in order to prioritize resource investment in improvement projects. With growing worldwide competition among airports, customer service delivery is increasingly being adopted as a business strategy by modern airport managers, which has led to the continued expansion of the ASQ program and its recognition as a world class benchmarking tool.

According to ACI World Director General Angela Gittens, “We are very proud of our first inductees in the Director General’s Roll of Excellence and acknowledge their investment of time and resources to achieve excellence in customer service. While a dedication towards improvement is essential to attaining performance excellence, this is only 50% of the picture. ASQ has enabled our airport partners to couple their continuous improvement mindset with factual information. This information enables airports to make data driven decisions that further refine the customer service experience. I congratulate our 14 inductees for the high value they have placed on the pursuit of airport service quality excellence.”

Austin-Bergstrom International Airport has nonstop service to 36 destinations in the U.S. Austin-Bergstrom served 8.7 million passengers in 2010. A complete listing of all nonstop flight destinations from Austin and the airlines that serve them is available on www.abia.org, click on 'airlines & flights.’ Austin-Bergstrom International Airport is among the top airports in North America, ranked third for customer service by the Airports Council International (ACI) Airport Service Quality Survey.

Source: City of Austin