Airport news

2018 08 03

Passengers will contribute to improving the quality of airport services

From the beginning of July, passengers of Vilnius, Kaunas and Palanga airports have a chance to rate the quality of airport services they receive. This can be done by using instant quality assessment devices, equipped throughout the airports. These devices not only allow the administration to respond to passenger assessments on a daily basis and make prompt decisions, but also to improve the quality of airport services in the long run.

“Quality of services is becoming increasingly important in various areas of business, including airports. After all, airports are not merely a place that helps you get from point A to point B. Passengers spend a lot of time inside the airports and can choose from a wide selection of services. Therefore, guaranteeing their quality, as well as ensuring safe and smooth air travel is extremely important for us. Every day we strive to ensure that passengers travelling through our airports have a pleasant experience. This is one of the strategic goals of Lithuanian Airports,” states CEO of Lithuanian Airports Marius Gelžinis.   

“We have been using quality assessment devices equipped throughout Lithuanian Airports for only a month and are happy with the initial results we have obtained. After processing the July results, we can state that total passenger satisfaction level across the airports of the country reaches 84 per cent,” says Executive Director of Lithuanian Airports Laura Joffė.

In July, Vilnius Airport received the highest satisfaction rate which reached 85 per cent. Satisfaction rate reached 82% at Palanga Airport and 78 per cent at Kaunas Airport.

In July, passengers had a chance to evaluate the quality of customer service at the aviation safety check and passport check areas. At Vilnius Airport, quality assessment devices were equipped in the Business Lounge, next to the toilets and the Fast track zone. In July, the latter became the most highly rated service provided at Vilnius Airport (98 per cent satisfaction rate).

According to the Executive Director of Lithuanian Airports, the biggest advantage of these facilities is the ability to see results in real time and react promptly when needed. “Quality assessment devices have a notification option when it is established that certain conditions are not met. For example, after receiving a number of consecutive negative evaluations, immediate action can be taken to correct the situation,” explains Laura Joffė. These devices also serve as a great motivational tool for the airport employees, as positive passenger feedback encourages them to work even better.

Instant quality assessment devices will be used for a period of three years while constantly changing their location and the nature of questions asked. According to the statistics of the Airports Council International Europe, about 60% of European airports use similar facilities in order to assess various airport services. Most often, the services evaluated include the cleanliness of the toilets, customer service satisfaction, and waiting time at the aviation safety check and passport check areas.

At present, there are 10 instant quality assessment devices operating across Lithuanian airports: 5 in Vilnius, 3 in Kaunas, and 2 in Palanga.

The Swiss company “FeedbackNow” manufactured customer satisfaction measuring devices and UAB “Aspa” provides their services in Lithuania.

About Lithuanian Airports

The Lithuanian airport network includes three airports in Vilnius, Kaunas, and Palanga. During 2017, they serviced 5.2 million passengers and 55 thousand flights. During the summer season, 17 airlines organize direct flights in 79 regular directions to 67 cities in 29 countries. Based on data of the Airports Council International (ACI Europe), Lithuanian Airports contribute to the Lithuania’s GDP by 2.5 percent.


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