Yesterday, 6 March, Airports Council International (ACI) World and the travel technology company Amadeus announced the winners of the 2022 Airport Service Quality (ASQ) awards, which recognise airports around the world offering an outstanding customer experience. One of the winners was Tallinn Airport, which earned the prestigious title of Best Airport among those serving 2-5 million passengers per year. It was also one of just five airports around the globe to be inducted into ACI World’s Roll of Excellence for having won multiple awards as part of the ASQ programme.
Riivo Tuvike, Chairman of the Management Board of Tallinn Airport, says everyone at the airport is delighted with the award. “As recognition goes, this is big!” he smiled. “It’s the result of years of dedicated work. The award belongs to everybody who works at Tallinn Airport, because the passengers we survey give us feedback on more than 30 aspects of the airport experience – from arriving and checking in to passing through security, and from the cleanliness of the place and the food on offer to getting out of the airport. Receiving an award like this isn’t something you can attribute to one person in particular: it means that every link in our chain has to be as strong as all the others.”
Passengers are at the heart of everything, and Tallinn Airport constantly seeks ways to make the customer experience even more convenient and efficient. “In June we opened a self-service bag drop for airBaltic and SAS passengers, and in September a new gate area with a self-service shop,” Tuvike explained. “And out of sight of passengers there’s a new fully automated baggage sorting system that’s transforming us into a modern, contemporary airport. To ensure that we remain competitive and to enhance services for our passengers we’re planning to invest in the expansion of the terminal, the development of our staff and new technology that will further boost the quality of our service. They’ll include cutting-edge equipment for scanning hand luggage and automatic boarding gates.”
ACI World issues the ASQ Awards in recognition of the world’s best airports for customer experience, based on survey information gathered direct from incoming and outgoing travellers. Launched in 2006, the awards constitute the world’s leading airport passenger satisfaction programme, involving almost 400 airports in 95 countries. The ACI surveys cover more than 30 performance indicators across key elements of the passenger’s airport experience, such as ease of finding your way around, check-in and shopping and dining offerings. This provides the most detailed overview of the passenger journey in every airport and a basis for global comparison in the aviation industry. More than half of the world’s travellers passed through an ASQ airport in 2022.
Take a look how cosy is Tallinn Airport here.