Macau International Airport’s Service Quality Improved in 2019 Industry Survey
- 09 Jul 2020
Macau International Airport (MFM) registered in 2019 a 13% increase in its Passenger overall satisfaction against previous year, scoring 4.23 (out of 5) in the Airport Service Quality (ASQ) of Airport Council International (ACI). Among the four quarterly scores in passenger’s overall satisfaction, two marked MFM’s highest records ever since its participation from 2010 with 4.39 (in Q12019) and 4.22 (in Q42019).
Historically, 2019 was the busiest year in MFM, having catered for over 9.6 million passengers. Nonetheless, all the MFM’s service aspects in the ASQ Departure survey 2019 posted positive growth, up to 20%. Terminal facility/service management turned to be the Airport’s strengths: “Cleanliness of washrooms/toilets” (20%), “Ambience of the Airport” (17%), “Cleanliness of airport terminal” (15%), Availability of bank/ATM/money changers” (15%), “Restaurant/eating facilities” (13%) and “Feeling of being safe” (13%).
Macau International Airport has participated in the Airport Council International’s benchmarking survey, Airport Service Quality (ASQ) since 2010, data collected in these surveys are treasured as it served as an important service norm in the industry. In 2019, about 350 worldwide airports participated in the Airport Service Quality Departure Survey.
The Airport takes pride in this 2019 result and conveys its appreciation to all airport staff/working partners whose coherence and endeavor made this great success possible! We will not rest on these laurels and will continue to address the Customers’ needs in anticipation that these challenging times are hurdled.