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Excellent Customer Service Lands Ottawa Airport on the Airport Service Quality Roll of Excellence

Release date: 
30 August 2011 :00am

The Ottawa International Airport’s long standing record of providing excellent customer service has earned the airport another exciting distinction. It has been named to the Airports Council International’s Director General’s Roll of Excellence in Airport Service Quality.

Airports Council International (ACI) has established the Roll of Excellence to provide premiere recognition to those airports that have achieved extraordinary results in the Airport Service Quality (ASQ) Survey by consistently delivering excellent customer service. In Ottawa’s case, it maintained a 2nd place ranking for five consecutive years, and for survey year 2010, achieved the coveted 1st place rank for airports that serve between two and five million passengers per year. This achievement places Ottawa in elite company as one of only 14 airports worldwide to achieve this distinction. Ottawa International Airport will be inducted into the Roll of Excellence at ACI World’s Annual General Assembly on November 1, 2011 in Marrakech, Morocco.

Because the ASQ survey includes categories that measure activities that are outside the Airport Authority’s scope and responsibility, this achievement is shared with every organization and employee at the airport: from the airlines to the ground handlers; the cleaning staff to the customs agents; the retailers to the restaurateurs; our volunteers and everyone in-between, it is recognition for the efforts of the entire airport family.

“We recently celebrated our 2010 ASQ 1st in the World award with the employees from organizations across the airport campus that helped us achieve success” said Paul Benoit, Airport Authority President and CEO. “As this is truly a campus wide effort, we share this award with all airport employees and will continue to work together to deliver the best possible service in the eyes of our guests.”

“I am so pleased that Ottawa will be one of our inaugural members onto the Roll of Excellence,” said Angela Gittens, Director General of ACI World. “Their effective leadership and airport management skills are evident in the high customer service marks that they consistently earn via the ASQ survey programme. They are true role models with their philosophy of engaging the entire airport community in customer service and in celebrating excellence.”

“I couldn’t be more delighted” added Raymond Brunet, Chairman of the Airport Authority’s Board of Directors. “2011 has been a landmark year for the airport and the Airport Authority, and I extend my thanks to each and every person who contributed to making this a world class airport that provides world class service”.

OMCIAA operates Ottawa International Airport without government subsidies under a 60-year lease transfer agreement with Transport Canada. The OMCIAA’s mandate is to manage, operate and develop airport facilities and lands in support of the economic growth of the National Capital Region.