Malta International Airport is among the winners of Airports Council International’s (ACI) Airport Service Quality Awards for 2020, claiming the title 'Best Airport in Europe' in its size category for the third consecutive year.
ACI on Monday announced the winners of these prestigious industry awards following the rating of 348 airports worldwide by 306,673 passengers throughout 2020 bar the second quarter. A total of 1,044 departing passengers rated Malta IAP based on 34 key performance indicators related to the service provided and facilities offered.
Malta IAP registered an improvement on most indicators compared to 2019, earning top scores from its guests for ease of way finding (4.50), cleanliness (4.49), staff courtesy (4.45), and safety and security (4.40). The airport ended the year with an all-time high overall satisfaction score of 4.46, surpassing the European average which stood at 4.28.
An analysis of the feedback received revealed that, while waiting time ranked first among customers' top priorities prior to Covid-19, following the outbreak of the pandemic, cleanliness topped guests’ priority list, clearly indicating a shift in passengers’ expectations of their airport experience.
(Source: maltairport.com, 3-Mar-2021)