Service at OR Tambo Airport up five notches

OR Tambo International Airport climbed five places in the global quality rankings for airports in its category in the third quarter of 2017.

The airport moved up to 24th place in the global Airport Service Quality (ASQ) category for airports with 15 to 25 million passengers. The ASQ scores are based on independent passenger surveys administered by Airports Council International.

“This improvement is most pleasing and is a significant achievement over a relatively short time,” said Bongiwe Pityi, general manager of OR Tambo International Airport.

She was speaking this weekend at the ceremony to recognise service excellence among the airport’s service providers. These included airlines, retailers, car rental companies, hotels, ground handlers, government agencies and community-based non-profit organisations.

Gauteng MEC for Transport Ismail Vadi was among the VIP guests and opened the proceedings by emphasising the importance of aviation service excellence.

“These awards demonstrate that no organisation can run successfully without strategic support from its key stakeholders and partners. As an airport operator, it is therefore vital for us to affirm each stakeholder and recognise how they are an integral part of achieving and maintaining service excellence at Africa’s biggest and busiest airport,” said Vadi.

Pityi reminded guests they were part of a community of 50 000 people working within the airport environment.

“In any airport, only a small fraction of the people working there are actually employed by the airport company. This means that the passenger experience depends very much on all of us being aligned and striving together to put the traveller first in everything we do.

“This is why we are so appreciative of the efforts of the entire airport community over the past quarter,” said Pityi.

In the latest ASQ rating for the third quarter of 2017, areas that achieved significant improvement at OR Tambo International Airport were overall satisfaction, waiting time at passport/ID inspection points and restaurant or eating facilities.

Areas that also achieved improvements included speed of baggage delivery, courtesy and helpfulness of airport and airline check-in staff, cleanliness of the airport terminal, and a feeling of being safe and secure.

The 2017 Feather Award winners for OR Tambo International Airport were:

Best Performing International Airline: Cathay Pacific

Best Performing Domestic Airline (full service): South African Airways

Best Performing Domestic Airline (low cost): Flysafair

Best Performing Regional Airline: Air Namibia

Best Performing Ground Handling Service Provider: Swissport International

Best Performing Cargo Airline: Emirates Airlines

Best Performing Cargo Handler: BidAir Services

Best Cargo Forwarder: Worldnet & Dynalog

Best Retail Service Provider Departures: Timberland

Best Retail Service Provider Arrivals: Cell C

Best Financial Services Service Provider: Bidvest Bank

Best F&B Service Provider Airside: Mugg & Bean

Best F&B Service Provider Landside: Airport Craft Brewers

Car Hire Service Provider Category A: Avis

Car Hire Service Provider Category B: Woodford

Best Government Service Provider: SARS (Customs)

Best Security Provider: RAPS Tactical Response Team

Best Safety Service Provider: Menzies Aviation

Best Advertising Concessionaire: Provantage Media

QASA Award: Swissport International, Menzies Aviation & BidAir Services