Friday, 9 March 2018

Billy Bishop Airport ranked one of the top airports in North America by Airports Council International (ACI) for third consecutive year

Earlier this week, Billy Bishop Toronto City Airport was named one of the best Airports in North America for the third consecutive year in the Airports Council International's (ACI) 2017 Airport Service Quality Awards. Billy Bishop Airport tied for second place for Best Airport in North America (over 2 million passengers per year).

The 2017 ACI Awards are based on the passenger-driven results of ACI's Airport Service Quality Survey, which saw more than 600,000 in-depth passenger surveys conducted at more than 300 airports across 85 countries worldwide. The survey methodology is predicated on at least 1,200 surveys being conducted at each airport by ACI over the course of a year. The survey gathers information relating to passenger satisfaction across a number of key performance indicators for airport service including airport access, check-in, security screening, courtesy of staff and comfort of waiting areas. Billy Bishop Airport participated in the Airport Service Quality Survey – considered to be the world's benchmark measure of airport excellence – for the first time in 2015 when it received a third place ranking as one of the top North American airports.

Billy Bishop Airport is Canada's ninth-busiest airport and welcomed 2.8 million business and leisure travellers in 2017. The airport is also Canada's sixth-busiest airport with passenger service into the United States. Offering service to more than 20 cities in Canada and the U.S., with connection opportunities to more than 80 international destinations via our airlines' networks, Billy Bishop Airport is an important international gateway and a key driver to Toronto's economy, accounting for more than $2.1 billion in economic output each year and supporting 6,500 jobs, including 1,960 directly associated with the airport operations. The airport has recently won a series of passenger-driven awards, including being named one of the top airports in North America in both the Airports Council International's (ACI) 2017 Airport Service Quality Awards and Skytrax 2016 World Airport Awards, and was ranked sixth Best International Airport by Condé Nast Traveler in 2017.

"Objective measurement and benchmarking are critical in driving performance in any business especially in such a competitive and dynamic one as an airport," said Angela Gittens, Director General, ACI World. "These winning airports have dedicated themselves to delivering a stellar customer experience. ACI World proudly recognizes the accomplishments of all airports in the global ASQ network. I look forward to celebrating with them in September."

"This award, and the survey information that informed this award, validates the work we have done and the investment we have made in the airport from developing infrastructure, to partnering with exceptional air carriers, to working with our stakeholders to provide amenities and access," said Geoffrey Wilson, CEO of PortsToronto, owner and operator of the airport. "To rank as one of the best airports in North America is an extraordinary honour that speaks to the exceptional performance of our employees and to the truly unique passenger experience of our airport. Billy Bishop Airport is recognized as a world-class facility and an important asset to the City of Toronto that drives business, creates jobs and provides an important gateway to the world."

This is the latest in a series of awards won by Billy Bishop Airport. The airport also ranked sixth in a Top 10 list of global airports by Condé Nast Traveler 2017 Readers' Choice Awards and one of North America's best airports by Skytrax World Airport Awards. The airport was also recognized as one of the Top Ten Most Beautiful Airport Approaches by Private Fly last year.

For more information on Airport Council International and the Airport Service Quality Awards, read the news release or visit the ACI website. The ASQ Awards Ceremony will be during the inaugural ACI World Customer Excellence Global Summit in Halifax, Nova Scotia, Canada, September 10-13, 2018.

The ACI Airport Service Quality (ASQ) programme is unique as the airport industry's only global benchmarking programme measuring passenger satisfaction in real time while passengers are at the airport. Implemented at over 300 airports worldwide, the ASQ programme delivers an in-depth assessment of the quality of the customer service experience, including elements such as check-in; security; wayfinding; food and beverage; and more. The resulting database allows for a comprehensive analysis of the customer service experience at each participating airport.

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