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Global Airport Monitor 2002: Dubai, Singapore, Copenhagen Lead The Pack With Strong Showings By Start-Ups Incheon And Athens

12 June 2002

The latest results of IATA's Global Airport Monitor show Dubai, Singapore Changi and Copenhagen leading the way as the top three in Overall Passenger Satisfaction. Dubai is perceived to be the "best-in-class" airport out of the 52 reported by both business and leisure passengers for Overall Passenger Satisfaction, closely followed by Singapore.

This year, in the new airport size category of over 40 million passengers per annum, Atlanta Hartsfield, tops the field in this category for Overall Passenger Satisfaction.

The Global Airport Monitor measures passenger satisfaction through 80,000 interviews at 52 major airports world-wide, for a wide range of customer service attributes. Particular features of this year's report are the improvement seen in Overall Passenger Satisfaction ratings, by many airports, even amongst the top performers. This reflects continuous efforts in focusing on 'Excellence' in customer service.

Significant improvements in the overall service ratings were observed for San Francisco, Düsseldorf, Madrid, Singapore Changi and Vancouver, all ranking within the top 10 in terms of most improved airports over 2001.

At a global level, Dubai secures its 'top of the class' position for Overall Passenger Satisfaction and for a further 17 service items. Singapore Changi is perceived to have the best Ease of making connections with other flights, whilst new entrant Bermuda has the best ratings for Courtesy, helpfulness of airport staff. 

Newly built airports Incheon, the international Seoul airport and Athens Eleftherios Venizelos perform very strongly in their first year of operations and are in fact ranked within the top 10 for overall service. Other new additions to the top 10 are new entrants Dubai and Bermuda. 

Other notable scores were seen by geographic region as follows:

In North America, Minneapolis scored highest for navigation, Ease of making connections with other flights, Restaurant/eating facilities and Shopping facilities. Bermuda took top position for Courtesy, helpfulness of airport staff and accessibility to the airport. Vancouver took the lead regionally for Comfortable waiting/gate areas.

Amongst the European airports covered, the newly built Athens Eleftherios Venizelos jumped in to the top for: Ease of finding your way through the airport/Signposting, Ease of making connections with other flights, Restaurant/eating facilities, Comfortable waiting/gate areas and Parking facilities. Copenhagen is ranked top for the Shopping facilities and Ground transportation to/from airport, whilst Helsinki maintains the lead for Courtesy, helpfulness of airport staff. 

Within the Asia Pacific/Middle East area Dubai is ranked top for all key services, except Ease of making connections with other flights, where Singapore maintains its lead.

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