The World Airport Audit delivers a detailed analysis across all areas of Product and Service standards that passengers
experience across the airport environment. Most importantly, it provides the only accurate 'global' Benchmark of airport service standards.
An accurate benchmark system must utilise a unified and global approach, and the true definition of Benchmark is to measure performance relative to another, in an impartial and scientific manner.
That can never occur through a small-scale customer survey, unless one can guarantee that the same customers can be questioned at every airport covered around the world.
"SKYTRAX introduced the Airport Star Ranking some years ago, specifically to address the need for a unified, accurate and
believable global rating system of airport product and service quality standards" says Edward Plaisted.
"The Star Ranking and benchmarking of airports looks at more than 800 key performance indicators per airport, and
prime importance is that all rating is carried out by our own, professional audit staff. This guarantees that every airport
across the world is assessed in a 100% identical format - the same quality measurement, the same rating criteria, the same
level of investigation and final analysis."
The airport experience is made up of numerous service chain factors - some the direct responsibility of airlines, some the
airport operator - but all integrating to a single experience for the customers. There are few parts of the airport process
which could be assigned as the responsibility of any single organisation.
The Airport Ranking Quality Audit uses a chronologically constructed travel experience analysis for all passenger
types - in each area of the airport environment. Skytrax investigate every aspect of product and service in the front-line arena that
passengers experience - under many different travel modes.
Each aspect of Passenger Travel Perspective is evaluated in the Audit - arrivals, transit, departures - first time customers, experienced
travellers, leisure and business customers, disabled passengers. All customer profiles are applied to quality evaluation used for each
product and service sector. Ease of terminal navigation, transportation facilities, immigration systems, leisure, business, washroom
facilities, staff service and language skills, shopping malls - with the integration of official functions with product and service
being delivered by airlines operating from the airport.