The Ottawa International Airport Authority is happy to announce the Ottawa International Airport’s return to the podium in the Airport Service Quality customer service benchmarking program for 2015. We finished in a 5-way tie for second place among all airports in North America, in the company of Dallas Love Field, Grand Rapids, Jacksonville and Tampa airports. We’re pleased to continue to play a leadership role in Canada and North America where customer satisfaction is concerned.

ASQ has grown into the premiere benchmarking program for airport customer service, with more than 300 airports participating in 80 countries. For Ottawa, the results are particularly significant because our customers provide the feedback through extensive surveys that cover 34 touch points over 8 categories in the travel experience. From the quality of the retail, food and beverage offerings, friendliness of staff, efficiency of security and customs processing, terminal cleanliness and overall ambience to name but a few, we track the feedback in each category and take action as and where necessary. Ottawa Airport made important strides in several categories, and finished with a higher overall score than we achieved in 2014, including in the areas of overall business traveller satisfaction, wait time at passport/ID/security inspection, internet access/Wi-Fi and courtesy/helpfulness of staff.

“Providing a pleasant travel experience is one of the Authority’s key priorities, and I am delighted not only that every employee is living and breathing the concept each day, but also that our clients are recognizing and acknowledging it each time a survey is completed”, said Susan St. Amand, Chair of the Airport Authority’s Board of Directors. 

“The silver medal is a testament to the passion and customer service commitment of the entire airport community. I’m also proud to see our individual scores in many service categories improve year over year” said Mark Laroche, Authority President and CEO. “I would like to thank our airport partners for making a difference and achieving this prestigious honour. I would also like to extend special thanks to each and every client who completed the survey – your time and effort are appreciated, and help us continuously improve to serve you better”.

Congratulations to Indianapolis for their 1^st place win, and to all winners including the other Canadian airports that were recognized, in particular, Billy Bishop in Toronto, for their 3^rd place finish in North America and to Saskatoon for earning the Most Improved Airport in North America distinction.

About the Ottawa International Airport Authority

OMCIAA manages, operates and develops airport facilities and lands in support of the economic growth of the National Capital Region, generating more than $2.2 billion annually in total economic activity in Ottawa and Gatineau.

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