City of Austin Performance Report 2015-16

Percentage of Passengers Ranking Overall Satisfaction with the Airport "Excellent" in the Airport Service Quality Survey 

Measure Description
Airports Council International (ACI), the primary trade organization for airports, conducts rigorous customer satisfaction surveys at airports around the globe. The Airport Service Quality Survey is a customer service survey designed to measure passengers’ satisfaction and understand passenger expectations of airport services. The Airport Service Quality Survey explores overall satisfaction, cleanliness, courtesy and helpfulness of airport staff.
Calculation Method
The survey results are provided by ACI of North America. This measure is calculated by identifying the number of participants who scored Austin-Bergstrom International Airport (ABIA) as a “5 – Excellent” in Overall Satisfaction divided by the total number of survey participants.
FY 2015-16 Results
Forty-nine percent (49%) of passengers ranked ABIA as “Excellent” in overall satisfaction, 4% above the established goal of 45%.
Assessment of Results
The percentage of passengers ranking overall satisfaction as “Excellent” increased by a quarter percent compared to the previous year. ABIA is committed to continuous improvement of the passenger experience.  For example, ABIA expanded the new passenger screening, Checkpoint One, to eight lanes, added the TSA Pre-check application center to the airport, and installed additional common use gate terminals to help reduce wait times for passengers.  Additionally, terminal improvement projects are underway to improve the terminal ambiance and enhance the retail and food choices.
 The Airport Service Quality Survey rankings are based on the results of over 300,000 questionnaires completed by passengers at more than 265 airports in more than 70 countries. The survey captures the passengers’ perception of the quality of more than 34 aspects of service. A total of 1,400 surveys are completed each year by passengers at ABIA.
Next Steps
The airport is committed to maintaining high customer service ratings. The terminal gate and apron expansion project is currently in the construction phase. The terminal expansion will add approximately 70,000 square feet (a 23% increase) of new hold room space, concessions, restroom facilities, and concourse circulation space. The new terminal space is expected to accommodate four million additional customers. Additionally, the design of a new parking garage is also underway.
Contact Information
For more information contact Ghizlane Badawi, Deputy Chief Operations Officer, at (512) 530-8846