Customer satisfaction with the service and facilities at Macau International Airport has jumped by 13 percent in 2019, according to the results of a global scheme assessing the opinions of passengers.
The airport scored 4.23 out of a possible five in the Airport Service Quality survey for 2019, conducted by the Airport Council International. The airport says that rating is up by 13 percent compared to the 2018 assessment.
While 2019 was the busiest year yet at the airport, with more than 9.6 million passengers moving through its terminal, new records for customer satisfaction were set in the first quarter – 4.39 out of five – and the fourth quarter – 4.22 out of five. Macau International Airport has participated in the Airport Service Quality benchmarking survey since 2010.
Macau International Airport Co. Ltd stated that there had been improvements in every category used by the survey to assess departures. There were significant positive ratings for “cleanliness of washrooms or toilets”, “ambience of the airport”, “cleanliness of airport terminal”, “availability of bank, ATM or money changers”, “restaurant or eating facilities” and for the “feeling of being safe”.
About 350 airports around the world participated in the Airport Service Quality Departure Survey, making the survey a leader among passenger service and benchmarking programmes. The surveys are said to be unique because they measure satisfaction while passengers are in the airport.