As Zagreb International Airport reports, despite challenging times reflected in a significant reduction in passenger numbers and air operations, passengers and users of Franjo Tuđman Airport services awarded the airport with high marks for the third consecutive year. Through a regular survey of the quality of ACI/ASQ (Airports Council International/Airport Service Quality) services, Zagreb Airport was named the best airport in Europe in the group of airports of two to five million passengers per year (Best Airport in Europe by Size and Region) in 2020.
‘Significant efforts in these demanding circumstances have been recognized’
This recognition comes from a survey of the airport services quality conducted in 2020, which will remain recorded as the most difficult and demanding year in the history of aviation. This year was also challenging for Zagreb Airport due to the earthquakes in Zagreb and Banovina. Zagreb Airport says that they are incredibly proud of this recognition.
“We can rightly consider that this recognition for 2020 has an added value that is reflected in the special and increased responsibility towards the work obligations of all workers and service providers at the airport in new and unexpected circumstances,” Zagreb Airport points out.
ACI announced the winners of the ASQ Awards today at its headquarters in Montreal, Canada. The awards are given for contributions to the promotion and enhancement of the user experience of airport services. The ACI/ASQ program recognizes airports around the world that, according to passengers’ opinion, provide the best airport services and travel experience.
In addition to being named the best airport in Europe for two to five million passengers for the third consecutive year (2018, 2019, and 2020), shortly after its opening in 2017, Zagreb Airport also received recognition for the greatest improvement in Europe. Thus, Franjo Tuđman Airport has been awarded for the fourth consecutive year.
“We are delighted that our significant efforts to ensure the best possible service in these demanding circumstances have been recognized, primarily taking into account the protection of health and safety of our passengers, workers, and business partners,” said Zagreb International Airport Management Board president Huseyin Bahadir Bedi.
He also announces the imminent start of the summer flight schedule and hopes for a gradual recovery in traffic and the resumption of normal business activities.
The categorization of airports by passenger numbers has not changed despite fewer passengers
The Airport Service Quality (ASQ) is the world’s leading program for assessing the level of passenger satisfaction with airport services.
The field program is conducted throughout the year by certified ASQ agents, interviewing passengers at airports through a single ACI/ASQ questionnaire. Slightly fewer passengers were surveyed in the second quarter of 2020, while in the first, third and, fourth quarters, the same number of passengers was surveyed as in 2019.
ACI (Airport Council International) has not changed the categorization of airports by the number of passengers, even though in all airports in 2020, there was a significant reduction in passengers’ number due to the coronavirus pandemic.
To further improve business at Zagreb Airport, this program will provide additional insight into implementing pandemic protection measures during 2021.
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