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Ottawa International Airport Earns Two Spots on the Customer Service Podium

Release date: 
19 February 2014 :00am

The Ottawa International Airport Authority is very pleased to announce that it has finished the 2013 Airport Service Quality program with two spots on the podium! In a hotly contested race in North America, Ottawa finished with a silver medal. On the world’s stage, we earned a bronze medal among airports that serve between two and five million passengers per year. Ottawa is the only Canadian airport with two medal wins in the program.

These impressive results were determined through the Airport Service Quality (ASQ) customer satisfaction benchmarking program, and published today by Airports Council International, the world airport governing body.  ASQ is a global initiative aimed at improving the passenger experience at airports worldwide. The program establishes a prescribed number of passenger surveys that must be completed each quarter to ensure an equitable breakdown between business and leisure travellers, and across domestic, transborder and international destinations. The surveys, which are completed at the gate prior to passenger departure, touch on approximately 36 items in the customer experience including airport ambiance, efficiency of check-in and security screening processes, overall cleanliness and value for money in retail and food and beverage outlets.

Since joining the program in 2004, Ottawa has consistently reached the top three in each of the categories we qualify for. These awards are a reflection of the commitment of the entire airport campus to providing excellent service.

“Everyone puts a lot of heart into the customer experience” said Mark Laroche, Airport Authority President and CEO. He continued, “I am very proud of these results, especially considering the number of weather-related irregular operations we experienced during the year, and how the team rallied together to help our passengers and visitors. I look forward to celebrating with the entire airport campus family this summer.”

OMCIAA operates Ottawa International Airport without government subsidies under an 80-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.