JIA Ranks No. 1 in customer service among North American airports

courtesy of Jacksonville Business Journal reporter Junior Skeeple

Jacksonville International Airport is ranked No. 1 in customer service among North American airports in 2016, according to the Airports Council International.

ACI, the trade association of airports, awarded JAX airport the award as a part of the Airport Service Quality Awards.

delta-air-lines_750xx2700-1519-0-253JIA also ranked third worldwide for ASQ’s “Best Airport by Size” in the five to 15 million annual passengers category. This marks the first time JIA airport received this distinction.

These awards validate our team approach to customer service where the entire airport community has a stake in our travelers’ experience,” Jacksonville Aviation Authority CEO Steve Grossman said. “It also confirms the value of listening to our travelers and adapting to their needs.”

The ASQ program is unique as the airport industry’s only global benchmarking program measuring overall satisfaction of passengers at the airport. Implemented at over 320 airports worldwide, the ASQ is a statistically-valid survey of passengers at the airport. The in-depth survey covers 30 areas of the customer service experience including check-in, security, wayfinding, and food and beverage. The resulting database allows for a comprehensive analysis of the customer service experience at each participating airport.

JIA tied with Indianapolis and Toronto Billy Bishop Airports for first place among North American airports. JIA also tied with Amman, Chiang Mai, Cochin, and Indianapolis airports for third place in the best airport by size category.