LAX Airport Performance

Transcription

1 Passenger Satisfaction Report LAX Airport Performance Q1 2018

2 Table of Contents Methodology at a Glance p. 3 Objectives and Methodology p. 4 Participating Airports Q p. 5 LAX - Airport Performance p. 7 Number of Respondents p. 8 Focus on Q Mean Scores by Rated Item p. 9 Focus on Q Mean Scores by Segment p. 10 Focus on Q Mean Scores by Category p. 11 Top 5 Most Important Items Satisfied Passengers p. 12 Trend Over Time Overall Satisfaction Mean Score and Rank p. 13 Trend Over Time Overall Satisfaction Distribution and Rank p. 14 Trend Over Time Overall Satisfaction p. 15 Trend Over Time Access p. 16 Trend Over Time Check-in p. 17 Trend Over Time Passport / ID Control p. 18 Trend Over Time Security p. 19 Trend Over Time Finding your Way p. 20 Trend Over Time Airport Facilities p. 21 Trend Over Time Airport Environment p. 23 Trend Over Time Arrivals Services p. 24 2

3 Methodology at a Glance 3

4 Methodology at a Glance Objectives and Methodology ACI s Airport Service Quality (ASQ) is a benchmarking programme measuring passengers satisfaction while they are at the airport. The ASQ Survey s main objective is to provide the participating airports with the research tools and management information to better understand passengers views with respect to an airport s products and services: How passengers rate an airport s services; How an airport compares to others around the world by traffic type, size, region, etc.; Which aspects are of particular importance for a specific airport, and; How passengers perceptions and priorities are evolving over time. The ASQ Survey Questionnaire is composed of 55 questions including: 34 items where passengers are asked to rate specific service related topics and their overall satisfaction with the airport on a scale of 1 (poor) to 5 (excellent); Questions related to the passenger profile. The questionnaire is self-completed by randomly selected passengers at the boarding gates of pre-selected flights. Flights are selected based on destination and carrier in order to obtain a representative sample of all departures from a participating airport. The ASQ Survey is covering all operating hours of the participating airport, and each day of a week is evenly distributed between each month of a quarter. Once completed and verified, paper questionnaires are sent to ACI s research supplier where they are scanned and where the generated data are cleaned, validated and processed. Data are weighted according to the proportion of actual international traffic and actual domestic traffic, when applicable. 4

5 Methodology at a Glance Participating Airports Q (1/2) In Q1 2018, 324 airports have participated in the ACI ASQ Survey passengers have completed the ASQ Survey, including 3590 at LAX. < 2 M 2-5 M 5-15 M M M > 40 M TOTAL AFRICA BFN, BZV, EBB, ELS, GRJ, HRE, KIM, LFW, MBA, PLZ, PNR, UTN, VFA ABJ, ACC, MRU, RAK ADD, CMN, CPT, DUR, NBO, TUN JNB ASIA PACIFIC BTJ, DJB, DTB, NTL, PGK, PPT, TNJ, TSV, VNS ATQ, BBI, BDO, CCJ, CJB, DRW, GAU, IDR, IXB, IXC, IXE, JAI, LKO, MDC, MLE, PAT, PDG, PKU, PLM, PNH, PNK, REP, SOC, SXR, TRV, VTZ, YIH ADL, AMD, BPN, CGQ, CHC, CNS, CNX, COK, GOI, HET, HLP, INC, ITM, KHN, KNO, MFM, OOL, PEN, PER, PNQ, RGN, SJW, UPG, WLG AKL, BNE, CCU, DPS, HAK, HRB, HYD, MAA, SHE, SUB, SYX, TAO, TSN, WUH BLR, CKG, DMK, GMP, HGH, KIX, MEL, NKG BKK, BOM, CAN, CGK, CTU, DEL, HKG, ICN, KMG, KUL, NRT, PEK, PVG, SHA, SIN, SYD, SZX, TPE, XIY 101 EUROPE LATIN AMERICA / CARIBBEAN MIDDLE EAST NORTH AMERICA AES, BOO, EAS, GRO, GRX, JER, KRS, LCG, LEI, MJV, MLN, OVD, PDL, PNA, REU, SDR, SKP, SPC, VDE, VGO, VLL, XRY, ZAZ ABZ, BIO, BMA, EMA, FNC, LCY, LPL, MAH, PFO, SCQ, SOU, SVG, TFN, TLL, TOS, TRD, TRN, VNO, ZAG ACE, AER, ALC, BGO, BHX, BLQ, BRS, BSL, BUD, CIA, EDI, ESB, FAO, FUE, GLA, GOT, IBZ, KEF, KRK, LCA, LIN, LPA, LYS, MLA, MRS, NAP, NCE, NCL, OPO, OTP, RIX, SVQ, SXF, TFS, TLS, VLC AGP, ATH, BRU, DUS, GVA, HAM, HEL, LED, MXP, PRG, TXL, VIE ARN, CPH, DME, DUB, LIS, MAN, ORY, OSL, PMI, STN, ZRH BDA, CUL, CUR, GPS, KIN, LIR, MZT, POP, SAP AUA, BGI, GYE, NAS, POS, PVR, SDQ, SJD, SJO, UIO AEP, CNF, EZE, GDL, PTY, PUJ, TIJ CUN, GIG, SCL BOG AMS, BCN, CDG, FCO, LGW, LHR, MAD, MUC,SVO SLL AMM, BAH, DMM, MCT, MED AUH, THR, TLV RUH DXB LAN, PWM, YLW, YMM, YQB, YQM, YQR, YXE, YYJ, YYT ELP, GRR, YHZ, YOW, YTZ, YWG AUS, CLE, CMH, CVG, IND, JAX, PIT, SAT, SJC, STL, YEG DAL, SAN, SLC, TPA, YUL BOS, BWI, DTW, FLL, LGA, MSP, PHL ATL, DEN, DFW, EWR, JFK, LAX, SEA, SFO, YYZ TOTAL

6 Methodology at a Glance Participating Airports Q (2/2) Code Name ABJ Felix Houphouet-Boign Airport ABZ Aberdeen International Airport ACC Kotoka Intl Airport ACE Lanzarote Airport ADD Bole Intl Airport ADL Adelaide International Airport AEP Jorge Newbery Airport AER Sochi International Airport AES Vigra Airport AGP Malaga -Costa Del Sol Airport AKL Auckland International Airport ALC Alicante - Elche Airport AMD Sardar Vallabhbhai Patel International Airport AMM Queen Alia Intl Airport AMS Amsterdam Schiphol Airport ARN Stockholm Arlanda Airport ATH Eleftherios Venizelos Airport ATL Hartsfield-Jackson In Airport ATQ Sri Guru Ram Dass Jee Airport (Amritsar) AUA Reina Beatrix Airport AUH Abu Dhabi International Airport AUS Austin-Bergstrom Intl Airport BAH Bahrain International Airport BBI Biju Patnaik International Airport BCN Barcelona-El Prat Airport BDA L.F Wade International Airport BDO Husein Sastranegara Airport BFN Bloemfontein International Airport BGI Grantley Adams Intl Airport BGO Flesland Airport BHX Birmingham Airport BIO Bilbao Airport BKK Suvarnabhumi Int'l Airport BLQ Guglielmo Marconi Airport BLR Kempegowda International Airport, Bengaluru BMA Stockholm Bromma Airport BNE Brisbane International Airport BOG El Dorado Intl Airport BOM Chhatrapati Shivaji Airport BOO Bodo Airport BOS Boston Logan International Airport BPN Balikpapan Airport SAMS Sepinggan BRS Bristol Airport BRU Brussels Airport BSL l/mulhouse Airport BTJ Sultan Iskandar Muda Airport BUD Liszt Ferenc Int'l Airport BWI Baltimore/Wash. Intl Airport BZV Maya-Maya Airport CAN Baiyun Intl Airport CCJ Calicut International Airport CCU Netaji Subhas Chandra Bose International Airport CDG Charles de Gaulle Airport CGK Soekarno-Hatta Intl Airport CGQ Longjia Intl Airport CHC Christchurch International Airport CIA Ciampino Airport CJB Coimbatore International Airport CKG Jiangbei Intl Airport CLE Cleveland Hopkins International Airport CMH Port Columbus Intl Airport CMN Mohammed V Airport CNF Tancredo Neves Intl Airport CNS Cairns International Airport CNX Chiang Mai International Airport Code Name COK Kochi International Airport CPH Kastrup Airport CPT Cape Town International Airport CTU Shuangliu Intl Airport CUL Fed. De Bachigualato Airport CUN Cancun International Airport CUR Hato Intl Airport CVG Northern Kentucky Int Airport DAL Love Field Airport DEL Indira Gandhi Intl Airport DEN Denver International Airport DFW Dallas/Ft Worth Intl Airport DJB Sultan Thaha Airport DME Domodedovo Airport DMK Don Mueang Int'l Airport DMM King Fahd Intl Airport DPS Bali Airport I Gusti Ngurah Rai DRW Darwin International Airport DTB Silangit Airport DTW Metropolitan Wayne Co Airport DUB Dublin International Airport DUR King Shaka Intl Airport DUS Duesseldorf International Airport DXB Dubai International Airport EAS San Sebastian Airport EBB Entebbe International Airport EDI Edinburgh Airport ELP El Paso International Airport ELS East London Airport EMA East Midlands Airport ESB Esenboga Airport EWR Newark Liberty Intl Airport EZE Ministro Pistarini Airport FAO Faro Airport FCO Fiumicino Airport FLL Fort Lauderdale International Airport FNC Madeira Airport FUE Fuerteventura Airport GAU Lokpriya Gopinath Bordoloi International Airport GDL Miguel Hidalgo Intl Airport GIG Galeao-A.C.Jobim Intl Airport GLA Glasgow International Airport GMP Seoul Gimpo International Airport GOI Goa International Airport GOT Gothenburg Landvetter Airport GPS Seymour Airport GRJ George Airport GRO Girona-Costa Brava Airport GRR Gerald R. Ford International Airport GRX Granada-Jaén F.G.L. Airport GVA Geneva International Airport GYE José Joaquín de Olmedo Airport HAK Haikou Meilan International Airport HAM Hamburg Airport HEL Helsinki-Vantaa Airport HET Hohhot Baita International Airport HGH Hangzhou International Airport HKG Hong Kong International Airport HLP Halim Perdanakusuma Airport HRB Taiping Intl Airport HRE Harare International Airport HYD Rajiv Gandhi Int'l Airport IBZ Ibiza Airport ICN Seoul Incheon International Airport IDR Devi Ahilya Bai Holkar Airport Code INC IND ITM IXB IXC IXE JAI JAX JER JFK JNB KEF KHN KIM KIN KIX KMG KNO KRK KRS KUL LAN LAX LCA LCG LCY LED LEI LFW LGA LGW LHR LIN LIR LIS LKO LPA LPL LYS MAA MAD MAH MAN MBA MCT MDC MED MEL MFM MJV MLA MLE MLN MRS MRU MSP MUC MXP MZT NAP NAS NBO NCE NCL NKG Name Hedong Airport Indianapolis International Airport Osaka Intl (Itami) Airport Bagdogra Airport Chandigarh Airport Mangaluru International Airport Jaipur International Airport Jacksonville International Airport Jersey Airport John F Kennedy Intl Airport O.R. Tambo Int'l Airport Keflavik Internationa Airport Changbei Intl Airport Kimberley Airport Norman Manley Intl Airport Osaka Kansai International Airport Changshui Intl Airport Kuala Namu Airport John Paul II - Balice Airport Kjevik Airport Kuala Lumpur International Airport Capital Region Intl Airport Los Angeles International Airport Larnaca Airport A Coruna Airport London City Airport Pulkovo Airport Almeria Airport G. Eyadema Intl Airport LaGuardia Airport Gatwick Airport Heathrow Airport Linate Airport D. Oduber Quiros Intl Airport Lisbon Airport Chaudhary Charan Singh International Airport Gran Canaria Airport John Lennon Airport Lyon-Saint Exupery Airport Chennai Airport Madrid -Barajas Adolfo Suarez Airport Menorca Airport Manchester Airport Mombasa Moi International Airport Muscat International Airport Manado Airport Sam Ratulangi Mohammad Bin Abdulazi Airport Melbourne Airport Macau International Airport Murcia-San Javier Airport Malta Luqa International Airport Male Velana International Airport Melilla Airport Provence Airport Sir S. Ramgoolam Intl Airport Minneapolis/St P International Airport Munich International Airport Malpensa Airport Mazatlan International Airport Capodichino Airport Lynden Pindling Intl Airport Jomo Kenyatta Intl Airport Cote d'azur Airport Newcastle International Airport Nanjing Lukou Inertantional Airport Code NRT NTL OOL OPO ORY OSL OTP OVD PAT PDG PDL PEK PEN PER PFO PGK PHL PIT PKU PLM PLZ PMI PNA PNH PNK PNQ PNR POP POS PPT PRG PTY PUJ PVG PVR PWM RAK REP REU RGN RIX RUH SAN SAP SAT SCL SCQ SDQ SDR SEA SFO SHA SHE SIN SJC SJD SJO SJW SKP SLC SLL SOC SOU SPC STL Name Narita Intl Airport Newcastle Airport Coolangatta Airport Francisco Sa Carneiro Airport Orly Airport Gardermoen Airport Henri Coanda Airport Asturias Airport Jay Prakash Narayan International Airport Minangkabau Airport Joao Paulo II Airport Capital Intl Airport Penang International Airport Perth International Airport Paphos International Airport Depati Amir Airport Philadelphia International Airport Pittsburgh International Airport Sultan Syarif Kasim I Airport S M Badaruddin II Airport Port Elizabeth Airport Palma de Mallorca Airport Pamplona Airport Phnom Penh International Airport Supadio Airport Lohegaon Airport Agostinho Neto Airport Gregorio Luperon Intl Airport Piarco Intl Airport Tahiti-Faa a Airport Ruzyne Airport Panama City Tocumen International Airport Punta Cana International Airport Pudong Intl Airport G.Diaz Ordaz Intl Airport Intl Jetport Airport Menara Airport Siem Reap International Airport Reus Airport Yangon International Airport Riga International Airport King Khalid Intl Airport San Diego International Airport Ramon V. Morales Intl Airport San Antonio International Airport Arturo Merino Benitez Airport Santiago Airport Las Americas Intl Airport Santander -Seve Ballesteros Airport Seattle-Tacoma Intl Airport San Francisco International Airport Hongqiao Intl Airport Taoxian Intl Airport Changi Airport Mineta San Jose International Airport Los Cabos Intl Airport Juan Santamaria Intl Airport Zhengding Intl Airport Skopje Airport Salt Lake City International Airport Salalah Airport Surakarta Airport Adi Soemarmo Southampton Airport La Palma Airport St. Louis Lambert International Airport Code Name STN Stansted Airport SUB Surabaya Airport Juanda SVG Sola Airport SVO Sheremetyevo Airport SVQ Sevilla Airport SXF Schoenefeld Airport SXR Srinagar International Airport SYD Kingsford Smith Airport SYX Phoenix Intl Airport SZX Bao'an Intl Airport TAO Liuting Intl Airport TFN Tenerife-Norte Airport TFS Tenerife-Sur Airport THR Mehrabad Intl Airport TIJ A.L. Rodriguez Intl Airport TLL Tallinn Lennart Meri Airport TLS Blagnac Airport TLV Ben Gurion Intl Airport TNJ Raja Haji Fisabililla Airport TOS Langnes Airport TPA Tampa International Airport TPE Taiwan Taoyuan Int'l Airport TRD Vaernes Airport TRN Caselle Airport TRV Thiruvananthapuram International Airport TSN Tianjin Binhai International Airport TSV Townsville International Airport TUN Carthage Airport TXL Tegel Airport UIO Mariscal Sucre Intl Airport UPG Makassar Airport Sultan Hasanuddin UTN Upington Airport VDE El Hierro Airport VFA Victoria Falls International Airport VGO Vigo Airport VIE Vienna Airport VLC Valencia Airport VLL Valladolid Airport VNO Vilnius International Airport VNS Lal Bahadur Shastri International Airport VTZ Visakhapatnam Airport WLG Wellington International Airport WUH Tianhe Intl Airport XIY Xianyang Intl Airport XRY Jerez Airport YEG Edmonton International Airport YHZ Halifax Stanfield International Airport YIH Sanxia Airport YLW Kelowna International Airport YMM Fort McMurray Apt Airport YOW Macdonald-Cartier Int Airport YQB Jean Lesage Intl Airport YQM Greater Moncton Intl Airport YQR Regina International Airport YTZ Billy Bishop City A/P Airport YUL Pierre E.Trudeau Intl Airport YWG J.A. Richardson Intl Airport YXE Saskatoon John G. Diefenbaker International Airport YYJ Victoria International Airport YYT St John's International Airport YYZ Lester B. Pearson Int Airport ZAG Zagreb International Airport ZAZ Zaragoza Airport ZRH Zurich Airport 6

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8 Number of Respondents In Q1 2018, 3590 questionnaires were collected at LAX Overall Satisfaction Access Check-in Passport Security Finding Your Way Total 3,463 Business (1) 827 Leisure (1) 1,983 Other (1) 653 Ground transportation to/from airport 1,797 Parking facilities 371 Value for money of parking facilities 358 Availability of baggage carts/trolleys 1,447 Waiting time in check-in queue/line 2,846 Efficiency of check-in staff 2,774 Courtesy and helpfulness of check-in staff 2,778 Waiting time at passport/personal ID inspection 2,827 Courtesy and helpfulness of inspection staff 2,854 Courtesy and helpfulness of security staff 3,082 Thoroughness of security inspection 3,147 Waiting time at security inspection 3,172 Feeling of being safe and secure 3,211 Ease of finding your way through airport 3,495 Flight information screens 3,341 Walking distance inside the terminal 3,474 Ease of making connections with other flights 993 Airport Facilities Airport Environment Airport Arrivals Courtesy and helpfulness of airport staff 2,986 Restaurant/Eating facilities 2,674 Value for money of restaurant/eating facilities 2,644 Availability of bank/atm facilities/money changers 1,270 Shopping facilities 1,925 Value for money of shopping facilities 1,847 Internet access/wi-fi 2,495 Business/Executive lounges 863 Availability of washrooms/toilets 3,196 Cleanliness of washrooms/toilets 3,182 Comfort of waiting/gate areas 3,416 Cleanliness of airport terminal 3,501 Ambience of the airport 3,445 Passport/ID inspection 2,259 Speed of baggage delivery 2,100 Customs inspection 1,808 Notes: (1) Q7 Overall Satisfaction is filtered by Q4 Main Reason for this air trip. Responding to all questions is not mandatory, the number of respondents could be different for each item and it could be lower than the total number of completed questionnaires. s with less than 30 respondents are highlighted in light grey. This boundary n<30 is only a rule of thumb frequently used in statistics to delimit Small Samples. 8

9 Focus on Q Mean Scores by Rated Item Overall Satisfaction Access Check-in Passport Control Security Finding Way Airport Facilities Airport Environment Overall Satisfaction Business Leisure Other* Leisure & Other Ground transportation Parking VFM: Parking facilities Baggage carts/trolleys Check-in waiting time Efficiency of staff Courtesy of check-in staff Inspection waiting time Courtesy of inspection staff Courtesy of security staff Thoroughness Security waiting time Safe/secure feeling Ease of finding way Flight info screens Walking distance Ease of connections Courtesy of airport staff Eating facilities VFM: Eating facilities Availability Bank/ATM/exchange Shopping facilities VFM: Shopping facilities Internet / Wi-Fi Business/Executives Lounges Availability of washrooms Cleanliness of washrooms Comfort of waiting/gate areas Terminal cleanliness Airport Ambience Arrivals Passport inspection Baggage delivery speed Services Customs inspection * Other may include Education, Family visit, Religious events, etc

10 Focus on Q Mean Scores by Segment Overall Satisfaction 3.90 n = 3463 A International 3.95 n = 778 B Domestic 3.88 n = 2685 C Business 3.77 n = 827 D Leisure 3.91 C n = 1983 E Other* 4.03 CD n = 653 F Connecting 3.82 n = 1029 G Not Connecting 3.92 F n = 2110 H 1st Class 3.65 n = 138 I Business Class 3.84 n = 350 J Economy Class 3.92 H n = 2931 Notes: *X letter designations indicate that the segment s performance is higher than the segment identified by the letter at a statistically significant level (95%). is Respondents providing a valid response * Other may include Education, Family visit, Religious events, etc. 10

11 Focus on Q Mean Scores by Category Overall Satisfaction Access Check-in Passport/Personal ID Control Security Finding Way Airport Facilities Airport Environment Arrivals Services n = 3463 n = 2395 n = 2924 n = 2932 n = 3309 n = 3557 n = 3564 n = 3543 n = 2497 Notes: Responding to all questions is not mandatory, the number of respondents could be different from one category to another. Average scores by category are based on the average scores of all items within the category weighted by their number of respondents. All items have the same importance as there are no additional weights applied. is Respondents providing a valid response 11

12 LAX Airport Performance Top 5 Most Important Items Satisfied Passengers n = 2711 TOP 5 Most Important Items Among Q8 respondents Satisfied Passengers Among Q7 respondents Ease of finding your way through airport % 71% Waiting time in check-in queue/line % 74% Internet access/wi-fi % 53% Waiting time at security inspection % 68% Cleanliness of washrooms/toilets % 64% Notes: 1st most important 2nd most important 3rd most important Scores (Excellent+ Very Good) Top 5: from Q8: Which of the items listed in Question 7 are the 1 st / 2 nd / 3 rd most important to you at this airport? The figures represent the number of respondents who mention the item. Satisfied Passengers are among the respondents who mention the item as important at Q8. Satisfied Passengers among the respondents to Q7 items d on your experience today, please rate this airport on each service item. is Respondents providing a valid response 12

13 Trend Over Time Overall Satisfaction Mean Score and Rank Overall Satisfaction with the Airport Notes: Q Q Q Q Q Q Q Q Q Q Q Q Mean Score The ranking is based on all ASQ participating airports for each quarter is Respondents providing a valid response at Q7. Overall Satisfaction with the airport Rank 13

14 Trend Over Time Overall Satisfaction Distribution and Rank Overall Satisfaction with the Airport % 36% 38% 39% 39% 42% 41% 42% 41% 23% 21% 21% 25% 26% 23% 22% 23% 28% 1.8% 1.7% 2.2% 1.8% 1.4% 1.7% 1.4% 1.3% 1.2% Q Q Q Q Q Q Q Q Q Q Q Q Excellent 4 - Very good 1 - Poor Notes: The ranking is based on all ASQ participating airports for each quarter is Respondents providing a valid response at Q7. Overall Satisfaction with the airport Rank 14

15 Trend Over Time Overall Satisfaction Q1/2017 Q2/2017 Q3/2017 Q4/2017 Q1/ Mean Score (excl.0 s) Total Business Leisure Other* Leisure & Other Notes: is Respondents providing a valid response at Q7. Overall Satisfaction with the airport * Other may include Education, Family visit, Religious events, etc. 15

16 Trend Over Time Access Q1/2017 Q2/2017 Q3/2017 Q4/2017 Q1/2018 Mean Score Ground transportation Parking VFM: Parking facilities Availability of baggage carts/trolleys Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item is Respondents providing a valid response 16

17 Trend Over Time Check-in Q1/2017 Q2/2017 Q3/2017 Q4/2017 Q1/ Mean Score Check-in waiting time Efficiency of check-in staff Courtesy of check-in staff Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item is Respondents providing a valid response 17

18 Trend Over Time Passport / ID Control Q1/2017 Q2/2017 Q3/2017 Q4/2017 Q1/ Mean Score Inspection waiting time Courtesy of inspection staff Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item is Respondents providing a valid response 18

19 Trend Over Time Security Q1/2017 Q2/2017 Q3/2017 Q4/2017 Q1/ Mean Score Courtesy of security staff Thoroughness of inspection Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item is Respondents providing a valid response Security waiting time Feeling of being safe/secure 19

20 Trend Over Time Finding Your Way Q1/2017 Q2/2017 Q3/2017 Q4/2017 Q1/ Mean Score Ease of finding way through airport Flight info screens Walking distance inside terminal Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item is Respondents providing a valid response Ease of making connections 20

21 Trend Over Time Airport Facilities (1/2) Q1/2017 Q2/2017 Q3/2017 Q4/2017 Q1/ Mean Score Courtesy of airport staff Eating facilities VFM: Eating facilities Availability of bank/ ATM/exchange Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item is Respondents providing a valid response Shopping facilities VFM: Shopping facilities 21

22 Trend Over Time Airport Facilities (2/2) Q1/2017 Q2/2017 Q3/2017 Q4/2017 Q1/ Mean Score Internet access/wifi Business/Executive Lounges Availability of washrooms Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item is Respondents providing a valid response Cleanliness of washrooms Comfort of waiting/gate areas 22

23 Trend Over Time Airport Environment Q1/2017 Q2/2017 Q3/2017 Q4/2017 Q1/ Mean Score Terminal Cleanliness Ambience of the airport Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item is Respondents providing a valid response 23

24 Trend Over Time Arrivals Services Q1/2017 Q2/2017 Q3/2017 Q4/2017 Q1/ Mean Score Passport Inspection Speed of baggage delivery Customs inspection Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item Q7: d on your experience today, please rate this airport on each service item is Respondents providing a valid response 24

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