Home Work Biz Scoop Gateway Airport Customer Satisfaction Survey shows improvement in every category

Gateway Airport Customer Satisfaction Survey shows improvement in every category


Phoenix-Mesa Gateway Airport has released its annual Customer Satisfaction Survey results, revealing that the airport – along with its airline partners, concessionaires, and the TSA – showed marked improvement in every category compared to the prior year. Gateway Airport regularly surveys customers on topics ranging from checking in, security screening, and baggage handling to parking, overall customer service, and terminal cleanliness.

In 2016, more than 1.3 million passengers passed through Gateway Airport (a 5.6 percent increase over 2015) in addition to the thousands of family members and friends who drop them off or welcome them to Arizona. During the past year, Gateway Airport has made improving the overall customer experience a top priority. The airport and its partners have made enhancements that improve the security screening process, increase concession offerings, and expedite checked baggage delivery.

“The Gateway Airport experience is known for being ‘Just Plane Easy,’” said Mesa Mayor John Giles, chairman of the Phoenix-Mesa Gateway Airport Authority. “Our commitment is to improve upon that experience and find new ways for our customers to enjoy flying out of Gateway Airport.”

Customer satisfaction was rated in areas that included directions to and around the airport, vehicle parking, check-in, security screening, terminal seating and cleanliness, baggage handling, and overall customer service. Surveys include both travelers and people arriving at the airport for pick-ups and drop-offs. Overall customer service saw the greatest improvement during the last 12 months, showing a 22.7-percent increase in satisfaction. The TSA security screening process improved 21.9 percent, likely aided by the addition of the more convenient Pre-Check line in July. Two other key areas, parking and check-in facilities, had improvements of 14.3 percent and 8.6 percent, respectively.

J. Brian O’Neill, executive director/CEO of Phoenix-Mesa Gateway Airport Authority added, “We are pleased to see improvement in all areas of our Customer Satisfaction Survey. We are moving in the right direction! Gateway Airport staff, along with our airlines, concessionaires, and the TSA are committed to continuous improvement of our airport experience.”

For more information about Phoenix-Mesa Gateway Airport, visit www.gatewayairport.com.

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