Bradley does well in Airport Service Quality survey


By The Airport News

Bradley International Airport ranks better than average in the first two quarters of a customer satisfaction survey that aims to help participating airports improve their passenger experience.
Bradley placed seventh among 17 airports in its “airport panel,” Executive Director Kevin Dillon told the Connecicut Airport Authority board of directors in August. The overall satisfaction rating was 4.20 in the first quarter and 4.29 in the second quarter, on a scale of 1 to 5.
Dillon called the ratings a “B-plus,” but added: “We still have a lot of work to get to the top rankings.” He noted, however, that the best score in the “airport panel” was 4.50.
“We’re doing OK — we want to do better,” said Mary Ellen Jones, chairwoman of the CAA board.
The Airports Council International’s “Airport Service Quality” survey, referred to as ACI-ASW, is conducted by market research firm DKMA. Bradley contracted for one year at a cost of $39,840. Each quarter, 350 airport customers — both business and leisure passengers — are surveyed.
The “airport panel” is a selection of “peer airports” used for benchmark comparisons. The selections were made based largely on other airports that passengers would be comparing Bradley with. Besides Bradley, the panel comprises Austin, Baltimore, Calgary, Cincinnati, Cleveland, Columbus, Edmonton, Jacksonville, Memphis, Montreal, Nashville, Pittsburgh, Sacramento, San Antonio, St. Louis and Tampa.
Tampa had the highest score in the first two quarters, Dillon said, and Cleveland had the lowest, though the point spread was not wide.
Major strengths of Bradley cited in the first two quarters of survey results were ease of finding the way through the airport, the flight information screens, courtesy and helpfulness of check-in staff, and courtesy and helpfulness of airport staff.
The survey noted improvements from quarter to quarter in check-in efficiency, waiting times at check-in and at passport and ID inspection, and Internet wi-fi access.
“Ongoing initiatives” — where there is room for improvement — included shopping facilities and their value, restaurant facilities and their value, parking and its value for the money, business and executive lounges, speed of baggage delivery, availability of banks and ATMs, Internet wi-fi, and the availability of baggage carts.
Dillon updated the board on developments in several of those areas:
Officials are always working on attracting shopping and restaurant concessions, and one possibility being discussed is a Dairy Queen outlet.
The airport recently completed a “request for proposals” process involving new club space at the airport, and the Sheraton hotel proposal has been selected, Dillon said. Negotiations are underway.
Wi-fi — the wireless network connection to the Internet — has had bandwidth problems at certain times of the day, Dillon said. The airport’s information technology staff is working to add capacity.
Bradley is talking with a vendor for baggage carts, but it was noted that cart operations may no longer be profitable. Most travelers have wheeled luggage these days, board members said.

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