Ben Gurion Airport Most Customer-Friendly in Europe

(December 18, 2006)

The International Airport Council's (ACI) "Airport Service Quality" survey ranked Ben Gurion Airport (BGA) as the most customer-friendly airport in Europe. The study evaluated 77 airports around the world based on 350 passengers’ satisfaction with 34 different services provided in the airports. Of the 40 participating airports in Europe, Tel Aviv was rated highest by both business and leisure passengers. In 17 of the categories BGA received the highest average rating and came in second in seven more.

Of all the 77 airports around the world participating in the survey, BGA was ranked eighth. It received a score of 4.18, out of a maximum of five, for overall satisfaction and over four on 17 other categories. Compared with all other participating airports, BGA’s best ranking of third was awarded in the category of computer/telecommunications/e-mail facilities even though it received only 3.88 on the passenger score card. The airport’s cleanliness earned it its highest score of 4.42. BGA also scored well for its washroom facilities, flight information screens, baggage cart availability and the value for money provided at its shopping facilities.

Ben Gurion Airport’s worst score of 3.19 was for its “walking distance,” in which it ranked 64th. Other low scores were received for the security waiting time, ground transportation to the airport, business lounges and the value for money at restaurants in the terminal.

Terminal 3 at Ben Gurion Airport was opened two years ago and replaced Terminal 1 as Israel’s main international terminal. An estimated 8.5 million people passed through BGA in both 2005 and 2006, a little more than half the airport’s capacity of 16 million. In the grouping of airports that carry between five and fifteen million passengers, BGA was ranked second behind Nagoya Chubu Centrair International Airport in Japan.

The highest scoring airports were Seoul Incheon International with a score of 4.61, the Kuala Lampur International with a score of 4.49, Hong Kong International with a score of 4.46, Singapore Changi Airport with a score of 4.40, and Dallas/Fort Worth International with a score of 4.28.

Source: Jerusalem Post, (December 18, 2006)
Join the AICE mailing list here: