Airport customer satisfaction at highest level since opening

(HONG KONG, 14 September 2000) - Passenger satisfaction with services and facilities at Hong Kong International Airport (HKIA) has reached its highest level since airport opening, according to a recent study.

The Fifth Customer Survey, conducted by Lingnan University for the Airport Authority (AA), shows that 94.3 per cent of respondents are satisfied with the airport - the highest since the first survey carried out in August 1998.

The latest survey interviewed 3,339 passengers and airport users in late July. Respondents were asked to rate various services and facilities on an 11-point "satisfaction scale", with 10 being "very satisfied", 0 "very dissatisfied" and 5 "average".

The average satisfaction score in the latest poll has risen to a new high of 7.97, while a record 94.3 per cent of the respondents gave scores of 6 - 10.

"We are greatly encouraged by the positive results, which reflect the hard work and performance of AA staff and our business partners. It is a tribute to the whole airport community," AA Chief Executive Officer Mr Billy Lam Chung-lun said. "We value customer feedback highly in our strive to make the airport more efficient and user-friendly."

Respondents in the latest survey were asked what kind of new facilities should be added to the airport. Computer and internet facilities and TV sets were the most popular items.

Airside trolleys, which were introduced in April this year in response to customer demand, have proved a very popular feature with 96.4 per cent of respondents saying they were satisfied or very satisfied with new service. The newly installed video walls in the Arrivals Hall, which help greeters locate arriving passengers, received a high satisfaction score of 7.05.

The survey findings complement a recent honour bestowed by the respected news journal Asiaweek Magazine, which in August named HKIA as Asia's Best Airport in the journal's special 25th anniversary edition.

"HKIA has won the heart of critics and the travelling public," Mr Lam said. "For our part, we'll continue to strive for service excellence, making the passenger experience at our airport an enjoyable one."

Ref. PR-528