The well-being of our passengers is our prime objective as airport operator. Over the years, we have implemented various initiatives and actions to guarantee spaces and services that allow the users of our terminal to enjoy an airport experience of the utmost value.
Once again this year, the results of the airport user satisfaction survey are confirmation of our commitment. Carried out periodically as part of the Airports Council International (ACI) World ASQ programme, the survey involves 300 of the world’s most important airports with the aim of measuring passenger satisfaction at the airport.
For the surveys conducted during the year 2021, the total CSI (overall customer satisfaction index) was 4.3 (out of a maximum of 5).
The result achieved brings our airport closer to the world average (4.4) and sets us higher than the European (4.2) and Italian (4.0) averages.
It is a result that not only highlights our ongoing commitment, but also demonstrates an improvement, despite the fact that the consequences of the emergency continue to have repercussions on our sector, through the 0.2 point increase over the value from 2020 (4.1).
Looking in further detail at the survey, passengers are particularly appreciative of all aspects concerning accessibility, the use of space inside the terminal, comfort and cleanliness, the professionalism and willingness of the personnel and the efficiency of services.
The highest level of satisfaction is reserved for services aimed at business passengers, at 4.4, compared to a world average of 4.3 and national average of 4.0. The level reached by the new HelloSky Lounge is a reflection of utmost excellence, and its score of 4.3 is way over the European average (4.0) and the Italian average (3.8).
In comparison to international and Italian airports, Bergamo is also highly rated for the pleasantness of the terminal, the cleanliness of the environment and the ease of orientation in all areas, as well as the value for money offered by commercial services, catering and parking.
Furthermore, of particular significance is the vote of excellence for the friendliness and willingness of the airport staff and handler staff as well as State Authorities (Border Police, Financial Police and Customs Officials) in terms of presence and efficiency.
The data that have emerged from the survey are a source of great pride for us, and further proof of how the path undertaken and pursued over the years is not only appropriate, but has been recognised as so, and these results obviously also encourage us to continue to improve, with the aim of guaranteeing ever higher standards for our travellers.