Victoria airport officials are celebrating a prestigious quality service award from an international organization, calling the accolade a plum for the entire region.
“It’s like the Oscars of the airport industry,” said Geoff Dickson, president and chief executive officer of the Victoria Airport Authority. “It’s about as high as you can go in the airport industry.”
Awards were announced Monday by Airports Council International, the global trade representative of the world’s airports. Victoria International Airport placed first in North America for quality of service among airports with fewer than two million passengers per year.
The honour is not only a win for the airport ... “we believe it is a feather in the cap of the entire region,” Dickson said. “It is one more selling feature for Greater Victoria.”
Customer satisfaction is measured using more than 30 criteria, such as ambiance, efficiency, staff courtesy, security screening processes and value for money in food and beverage, and retail outlets. At least 1,400 passengers a year are interviewed at each airport at the departure gate, all using the same questionnaire.
All groups working at the airport focus on making a traveller’s experience pleasant, Dickson said. “People are really open, welcoming.”
Some airports have a more militaristic feeling, while Victoria is striving for a friendlier atmosphere, he said. “Everybody knows what we are trying to achieve here.”
Dickson handed out sugar cookies in the shape of the number one and chocolates at the check-in area of the airport on Monday to mark the win.
The airport authority is promoting its win on its website’s home page at victoriaairport.com
This kind of international recognition helps the Victoria airport stand out, Dickson said. It is something that officials can point to when they are talking to airlines and encouraging them to bring flights here.
Victoria is Canada’s 10th busiest airport after Billy Bishop Airport in Toronto. A total of 1.5 million passengers come through the Victoria airport every year.
Two other Canadian airports were recognized by the ACI. Ottawa came in third place in category the best airport handing between two and five million passengers and Winnipeg was in fifth place. Winnipeg also won a second award for best improved airport in North America.
A total of 275 airports around the world took part in the quality of service program.
“The aim of the program is to allow airports to plan improvements and benchmark their customer services against other airports. It is fair to say that all airports involved in the program have placed a high priority on customer service, having voluntarily and independently decided to join the program,” the ACI said in a statement.
Awards are being presented in June in Istanbul.
