You Like Us, You Really Like US! JAX Wins Top Honors for Customer Service
Posted by: Editor in Air Service, March 3, 2016
We received some exciting news this week: Jacksonville International Airport placed second in the “Best Airport by Region: North America Category” in the Airports Council International (ACI) 2015 Airport Service Quality (ASQ) Awards. What does that mean, exactly? That JAX ranked second among North American Airports in customer satisfaction, improving over our third place ranking in 2014.
The ASQ Survey is considered one of the high-water marks to determine customer service satisfaction in the airport industry. Last year the study consisted of 550,000 in-depth passenger surveys at over 300 airports spanning across more than 80 countries worldwide. Survey questions reflect the entire airport experience including: Check-in; security; wayfinding; food and beverage, the cleanliness of airport facilities and overall customer satisfaction.
This prestigious accomplishment is a testament to the dedication to service excellence JAX has shown throughout 2015. “It’s great to see our Jacksonville International Airport continue to achieve national recognition,” Mayor Lenny Curry said in a statement. “This latest ranking is a testament to the outstanding customer service they provide, demonstrating our city’s commitment to business and customer friendly practices.”
While JAX is the award recipient, good customer service doesn’t happen in a vacuum. Everyone has to buy-in. An airport is a community with many different partners. Just think about all of the folks you might interact with when traveling: Airlines, TSA, airport ambassadors, rental car companies, shuttle bus drivers, concessionaires and wait staff at the restaurants. A bad experience with any of them might can temper a traveler’s experience. We’re fortunate that “Team JAX” is a good one.