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Airports Council International (ACI) World to provide suite of airport quality services to Galapagos Ecological Airport (Aeropuerto Ecologico de Galapagos)

January 24, 2018 Airport No Comments Email Email

Mr. Jorge Rosillo, General Manager of Galapagos Ecological Airport, and Antoine Rostworowski, Deputy Director General of Programmes and Services at ACI World, have signed an agreement for Galapagos Airport to use the Airport Service Quality (ASQ) Departures Survey and the ACI Employee Survey for Customer Experience (ECE).

This agreement will see enhanced cooperation between both organizations in the field of customer experience solutions and will provide the operators with the appropriate tools and information to better understand passengers’ views.

The Departures survey will allow the airport to benchmark passengers’ satisfaction whilst they are travelling through the facility.The feedback gained from surveying passengers at their time of travel brings many benefits to participating airports such as:

  • Maximizing the return on investments and improvement of initiatives
  • Monitoring of the performance of airports’ suppliers
  • Sharing best practice with other airport Members and benchmarking findings
  • Assessment of airports’ management performance

ASQ information and insights are often used in discussions between governments, regulators and airport authorities to provide a reliable measure of airport service performance.The airport, which consistently strives to improve its customer experience, will derive benefit from this agreement in parallel with existing measures.

The ECE will monitor employee engagement and understanding of the importance of delivering customer experience excellence. This service is designed to:

  • understand whether airport staff are sufficiently committed to achieving the common goal of improving the customer experience;
  • assess whether airport stakeholders collectively have the desire, ability and determination to deliver an outstanding customer experience;
  • help airports prioritize areas of improvement and to support development of an action plan toward the enhancement of the overall customer experience; and
  • allow airports to benchmark their customer experience initiatives and share best practice with other participating members.

“I welcome this agreement between ACI and Galapagos Ecological Airport”, said Angela Gittens, Director General of ACI World. “Our ASQ Programme will provide the airport with the necessary actionable intelligence to measure customer service excellence across numerous touchpoints of passengers’ journeys. I am looking forward to seeing the positive change this programme will bring to Galapagos Ecological Airport’s products and services”.

 “Galapagos Ecological Airport is one of a kind”, said Mr. Rosillo, “We have been working to be the best in our category, and can proudly state that we have achieved our goal of becoming the first ecological airport in the world, as well as being only one step away from becoming certified as carbon neutral, by Airport Carbon Accreditation”. 

“We cannot stop there”, said Ezequiel Barrenechea, Director of Corporacion America.”We have to continue this committment to our passengers and our employees. That is why we decided to join the ACI ASQ programme. We are looking forward to achieving this new target, to give our best to our community and visitors, and also because we believe that ecology can coexist with excellent service.  This is what a green airport is all about, the best service with the minimum impact on the environment”.

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