CTIA awards top performers

2012-12-03 12:31

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Cape Town - Cape Town International Airport has surveyed passengers and airport users to determine who offers the best service excellence.

British Airways scooped the Best Airline: full service award while Mango Airlines was awarded the Best Airline: low cost carrier.  Singapore was awarded Best International Airline and SA Express walked away with the Best Regional Airline Award. Swissport International was lauded as the Best Ground Handler at Cape Town International Airport (CTIA). These awards were announced at the airport’s annual Feather Awards ceremony.

Throughout the year surveys are conducted amongst passengers and airport users in a bid to determine which members of the airport value chain consistently offer excellent service. Various areas are evaluated ranging from helpfulness and courteousness of staff to delivery time of baggage.

The results are the average of the responses collected over an annual period ending November 2012. “Three independent local organisations were tasked with doing these surveys and these are verified by two international organisations namely the Airports Council International (ACI) and the Transport Research Laboratory (TRL) in the UK,” said Deidre Davids, Communications Manager at CTIA.

“Levels of service in each category are thoroughly assessed and a comprehensive report is compiled. The results are the average of responses collected over an annual period. Consistent service excellence demonstrated by service providers during the year culminates in the annual award ceremony – the Feather Awards,” added Davids.

The airport itself is no stranger to receiving awards, most notable of which was being inducted into the Airports Council International (ACI) Director General ‘s Roll of Excellence based on its exceptional service quality results for the past five years. It was also voted Best Airport in Africa by both ACI and SKYTRAX World Awards with the latter also awarding the airport Best Airport in Africa for Staff Service Excellence.

“Passengers and airport users have had their say. These winners are the cream of the crop for service excellence at eth airport and we salute them,” concluded Davids.



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