SP’s ShowNews (SP’s): Mr. R.K. Srivastava first and foremost congratulations on bagging the Airports Council International (ACI) Airports Service Quality (ASQ) Survey awards for 2015. Could you give details about the same?
R.K. Srivastava: At the outset, I take pride in informing you that persistent efforts of AAI team has paid off resulting in bagging the awards and international recognition. We have been striving for improvement of service quality and passenger facilitation at all the AAI airports. The results are there to see. Four AAI airports are among the top five airports in the category of 2 to 5 million passengers. Jaipur Airport is at No. 1 position, Lucknow Airport at No. 2, Goa Airport at No. 4, Trivandrum Airport is at No. 5.
SP’s: What is this ASQ Survey?
Srivastava: The awards are decided based on the ranking achieved on a scale of 5 in the ASQ Survey covering 34 key service areas including categories such as access, check-in, security, airport facilities, food & beverage, retail, etc. All participating airports use the same survey questions thereby creating an industry standard set for responses that allows participants to track and analyse their performance as well as benchmark results against airports across the globe. Over the years this has evolved as a benchmark to compare the performance of individual airport against the global average.
SP’s: What are its benchmarks and how easy is it to get such awards?
Srivastava: Thank you very much for putting a very straight question. It is not at all easy to get these awards as this can be gauged from the fact that AAI is receiving the best airport award for the first time. It is heartening to inform you that all 11 participating airports in the ACI’s ASQ Survey are rated above the world average, that is 4.13. I would like to add that the awards are a feather in the cap of AAI and the awards recognise our airports for their outstanding service excellence and we are very proud of this achievement. This has been possible not only due to hard work put in by our team but also due to involvement of numerous stakeholders working for airports. I will take this opportunity to congratulate my team and all the stakeholders who have helped us in making this happen which include our ultimate customer, i.e., passenger, for whose ultimate delight we all are working.