Portland, Maine - The Portland International Jetport celebrated the release of the Airports Council International Airport Service Quality Awards announcement today. The Jetport was awarded two different awards with today’s announcement.
Best Customer Service by Size (Under 2 million passengers)
ASQ is the only worldwide program to survey passengers at the airport on their day of travel. The program measures passengers’ views on 34 key performance indicators, including airport access, check-in, security screening, restrooms, stores, restaurants, additionally capturing passenger comments of their best and worst experience at the airport. Three quarters of the world’s 100 busiest airports are part of the ASQ program which means that, in 2018, more than half of the world’s 8.3 billion travelers passed through and ASQ airport.
“Today ACI notified us of our ASQ award. We are incredibly grateful to all of our airline and business partners for making the PWM experience the best possible. This is our third ASQ award in four years for Best Airport by Size and Category. For the first time ever we have also been recognized for the Best Customer Service worldwide for airports serving under two million passengers” said Paul Bradbury, Airport Director. “We are in a very competitive air service market, where the consumer has a wide range of choices. The best way to win over customers, is to provide a better experience, and our performance in the ASQ survey demonstrates that our customer experience is best-in-class for airports our size in North America and globally” he continued.
The Portland International Jetport won the Best Airport by Size and Category (Under 2 million passengers in North America) in 2015 and 2017.
This is the first year that the Jetport has won the overall Best Customer Service by Size (Under 2 million passengers) for airports globally.
“ASQ is a global benchmarking tool that we use to constantly evaluate our passenger experience compared to our peers, both in North America and around the world” said Zach Sundquist, Assistant Airport Director. “This recognition by our customers ranking us best-in-class globally is a true testament to all of the front line staff who every day interact with our customers and ensure that they are treated as family” he continued.
In 2018 the Portland International Jetport served an all-time record 2.16 million passengers.
“Our Vision is to be the Airport of Choice for Maine” said Bradbury. “This winter we have been improving our arrival experience to continue to improve the overall passenger experience. Included in this project are two additional elevators and a new escalator to address our aging demographic and to streamline the passenger flow to baggage claim. In the coming years continued improvement to our concourse, restrooms, and baggage claim are in the works” he continued.
With an annual economic impact of over $1 Billion to the local economy the Portland International Jetport provides non-stop service to 20 destinations on seven airlines. With all three global airline networks represented, passengers can connect to over 2,000 global destinations with just one connection out of PWM. The Jetport has won multiple customer service awards including the 2015, 2017, and 2018 Airport Service Quality Awards.