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The awards are based on a thorough service quality survey conducted across nine airports, with Malindi Airport achieving an impressive Overall Satisfaction score of 3.86 out of a possible 5.0.
Malindi Airport has been recognized as the Overall Winner at the Kenya Airports Authority (KAA) Airport Service Quality (ASQ) Awards. The recognition highlights the airport’s unwavering commitment to exceptional customer service and operational efficiency.
Launched last year, the KAA ASQ Awards aim to identify and honour outstanding performance among KAA-managed airports. The awards are based on a thorough service quality survey conducted across nine airports, with Malindi Airport achieving an impressive Overall Satisfaction score of 3.86 out of a possible 5.0.
This score illustrates the airport’s dedication to enhancing the passenger experience across essential areas such as facility quality, staff motivation, efficiency in passenger processing, ambiance, cleanliness, and retail offerings.
Consumer feedback is at the heart of the ASQ program, which is informed by insights from Airport Service Quality Surveys. This valuable feedback enables airports to strategically plan improvements and enhance local service quality.
The benchmarking is supported by quarterly ASQ surveys across all KAA-managed airports at Jomo Kenyatta International Airport (JKIA) and Moi International Airport (MIA) and bi-annual internal ASQ surveys.
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The ASQ Awards are part of a larger suite of initiatives that also encompass the KAA Mystery Shopping Awards and the Aviation Business Excellence Awards (ABEA), all designed to recognize high-performing airport staff and enterprises.
