SOF Connect launched a program for measuring passengers satisfaction – ASQ (Airport Service Quality). Sofia Airport’s participation in the program is a request to improve the overall travel experience as a top management priority of SOF Connect. It was developed by Airports Council International (ACI) and is used by airports worldwide. The aim of the survey is to determine satisfaction with the airport experience and provide guidance on improving services and activities to meet customer expectations.
The survey consists of 34 questions related to departing passengers from their arrival at the airport to the departure on the aircraft. On a scale of 1 to 5, passengers rate Sofia Airport as accessibility and parking conditions, check-in for passengers and baggage, security checks, passport control, retail outlets and the range of products offered in them, restaurants, including the opinion on the activity of the state services operating at the airport. Some of the questions in the survey give travelers an additional opportunity to express their opinion as a comment.
There are currently 239 participating airports worldwide, of which 93 are in Europe. According to its annual passenger traffic, ACI EUROPE puts Bulgaria’s largest airport in the same group as 30 other European airports such as Seville, Krakow, Bergamo, Nice, Toulouse, Thessaloniki, Belgrade, etc.
“The addition of Sofia Airport to the survey is part of our strategic goal to improve the passenger experience. Passenger opinion is the foundation on which to build the airport’s processes and make it a desirable starting point for every journey,” said Jesús Caballero, CEO of Sofia Airport.