Quarterly surveys by Airport Service Quality (ASQ), which is part of Airports Council International, are being conducted at Lynden Pindling International Airport (LPIA).

The surveys, which determine overall satisfaction, as well as degree of satisfaction related to specific airport services and amenities, allow the airport to be benchmarked against other airports in the world of a similar size and comparable passenger traffic. 

“We started using the ASQ format in the first quarter of 2011,” says Vernice Walkine, vice president of marketing and commercial development at the airport. “It allows us to measure results against global airports, regional competitors and airports with similar passenger flow.”

“Our most recent survey results show that we are holding a strong position, with an overall satisfaction level of 4.05 out of a possible 5 and we are determined to continue to improve that score.”
 
She admits that improving customer service can be a challenge during the facility’s upgrades.

The airport is currently undergoing a $409.5-million redevelopment project.

“While we’ve made significant progress over the past five years, there is room for improvement,” says Walkine. “LPIA is in the middle of a major overhaul of the physical infrastructure. We are cognizant of the fact that improving the facilities means nothing if the passenger experiences remain the same, so we are engaged in a number of initiatives to help to drive improved customer satisfaction–cleaner facilities, more amenities such as free WiFi, gardens and patios.”
 
Stage two of the redevelopment is moving ahead, with construction of a new International Arrivals Terminal opening this fall.

A new Domestic and International Departures Terminal and Domestic Arrivals Hall will open in fall 2013.

The airport is also conducting an independent survey. The goal is to approach 1,200-1,500 passengers in the current International and Domestic Halls to determine the retail options travellers want to see in the completed terminal.