PORTLAND, Maine - The Portland International Jetport announced this morning that it has been named Best Airport in North America for the 2-5 Million passenger category in Airport Council International’s Airport Service Quality (ASQ) program. This is the fourth consecutive year that the Jetport has won the ASQ award and fifth win in six years. The Jetport previously won in the under 2 Million Passenger category in 2015, 2017, and 2018. In 2019 the Jetport moved into the 2-5 Million passenger category where it won in its first year.
“2020 was an incredibly challenging year for air transportation with the COVID-19 outbreak. What is truly remarkable is how all of our partners stepped up their efforts to ensure that those who did travel had a world-class experience that exceeded the expectations of the customer” said Paul Bradbury, Airport Director. “Our Customer Experience staff, led by Zach Briggs, has been instrumental in keeping public health at the forefront of everything we did with customer experience this year. Zach and his team were instrumental in rolling out several experiential upgrades from touchless pre-paid parking, to testing on arrival” he continued.
“This year had plenty of challenges, but it was very important to us to continue to collect surveys from the passengers travelling to ensure that we were investing in the areas our customers cared the most about” said Zach Briggs, Customer Experience Manager for the Jetport. “ASQ provides us with a global benchmark to monitor how we are performing to both North American and Global peers. We were able to quickly identify through the surveys early on the need to ensure our food and beverage concepts continued to meet the demands of our passengers, and of course the testing on arrival was a critical addition to our experience this year” he continued.
“Congratulations to Portland International Jetport on winning Best Airport in North America (2-5 Million Passengers) which clearly demonstrates that they are prioritizing their customers during a very difficult year when ensuring their voices are heard is crucial. This achievement represents Portland International Jetport’s commitment to consistently delivering an outstanding experience in the opinion of their customers” said Luis Felipe de Oliveira, Director General of Airports Council International.
The ASQ program is a global survey program conducted at over 400 airports around the world. In 2019 over 670,000 surveys were conducted collecting data on items such as check-in, wayfinding, security, food & beverage, airport facilities, and overall satisfaction. More information on the program can be found at www.aci.aero/customer-experience-asq