Latest passenger satisfaction survey reveals passengers feel an improvement of service quality at Budapest Airport

Latest passenger satisfaction survey reveals passengers feel an improvement of service quality at Budapest Airport

Budapest, Hungary, 2020-Jan-23 — /Travel PR News/ — Service quality improved significantly at Ferenc Liszt International Airport concerning 32 criteria out of 37, based on the quarterly independent international passenger satisfaction survey. The ASQ results in the last quarter and also for the whole year of 2019 fully reflect the developments completed by Budapest Airport last year; in passengers’ evaluation, security screening and the cleanliness of the terminals as well as the overall service quality are very good at the airport.

The passenger satisfaction survey conducted at hundreds of international airports based on the same criteria (ASQ) has shown that passengers at Ferenc Liszt International Airport clearly feel an improvement of service quality. Concerning 32 criteria out of 37, passengers indicated better performance as a result of last year’s developments; on a scale of 1 to 5, check-in and security screening procedures, the cleanliness of terminals, and overall service quality received outstanding scores.

Overall satisfaction (regarded by international airports as the most important indicator) increased to 3.81 last year from 3.71 in 2018, and the cleanliness and general atmosphere of the terminals also achieved high scores. Respondents expressed their appreciation of the politeness of passenger security screeners, and passengers’ sense of safety is also among high-scoring criteria. The scores of these three indicators were close to or above 4, which is considered good even in an international comparison. The scores also reflect the reduced waiting time before security screening as well as faster passport control (the score of the latter increased from 4.02 in 2018 to 4.12 last year). Shopping value for money and Wi-Fi access also received higher scores than before, and passengers rated the ease of making connections with other flights above 4.

“Budapest Airport took a major step in 2019 towards an enhanced passenger experience, and it was confirmed by the ASQ results throughout the year. Passengers clearly feel and appreciate the improved service quality,” said Dr. Rolf Schnitzler, the CEO of Budapest Airport. He added, “All developments are aimed at further improvement of the comfort and convenience of passengers, and we are proud that our developments have had quite perceptible results. The ASQ survey is the most important feedback we receive, as passengers can express their opinion of the airport in it independently.”

Over the last two years, Budapest Airport spent HUF 45 billion on airport development and plans to invest HUF 274 billion in the next 4-5 years in further extension and development of the airport.


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Source: Budapest Airport