Security at Delhi’s Indira Gandhi International Airport (IGIA) is better than the international airports such as Dallas, Heathrow, Paris and Dubai airport, a survey on airport service quality (ASQ) has revealed. Overall, Delhi airport has been ranked number 2 in the airport service quality in 2016.
Delhi airport was ranked number one for the second consecutive year in 2015 in 25-40 Million Passengers Per Annum (MPPA) category. The ranking has been announced by Airports Council International (ACI).
“On four parameters – courtesy and helpfulness of security staff, thoroughness of security inspection, waiting time at security inspection and feeling of being safe and secure, Delhi has been rated better than international airports. In fact, six major airports of India have been rated better that six international airports of other countries,” Central Industrial Security Force (CISF) director general OP Singh said.
The CISF provides security at airports across the country. The security pattern followed by the force at IGIA, will be followed at every airport.
ASQ is the only worldwide programme to survey passengers at the airport on their day of travel. Every year the programme delivers some 6,00,000 individual surveys in 41 languages in 84 countries. It measures passengers’ views of 34 key performance indicators including airport access, check-in, security screening, restrooms, stores and restaurants. Each airport uses the exact same survey, creating an industry database that allows airports to compare themselves to other airports around the world.
In 2007, a year after the IGIA was privatised; the airport’s Airport Service Quality (ASQ) ranking was 101 in the world. In 2011, the airport had achieved the position of world’s number 2, which it retained for three consecutive years till 2013. In 2014, it stepped up its position to world’s no. 1 rank in the 25-40 MPPA category and retained the rank in 2015 with score of 4.96 in ASQ survey on a scale of 1 to 5.
“ASQ ratings are a great opportunity for us to continuously refine our service quality levels. We are excited to be adjudged by ACI as globally no.2 in the highest category of 40 million and above passengers. Our focus has always been on enhancing customer’s experience. As we witness robust growth, we look forward to strong collaboration and support of airport stakeholders as well as our passengers,” said I Prabhakara Rao, CEO of Delhi International Airport (P) Limited (DIAL).