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Coventry Airport Scores With Passengers

27th July 2004

Coventry Airport has achieved high scores with its passengers in a survey asking travellers through the airport for feedback on the speed and efficiency of the service, the friendliness and courteousness of the staff and the airport experience.

This week marks four months since the resurgence of the passenger flights at Coventry Airport on March 31. Thousands of passengers have travelled through the airport since March - the survey results show that, in the words of a passenger, "The facility provides a speedy and easy access opportunity for the use of budget cost flights".

The airport scored most highly on friendliness and courtesy of check-in staff with an enviable score of 78 (out of a maximum 100). This is reflected in views expressed by passengers, "a service that has been second to none", "the staff are a credit to you", "excellent customer care", "the staff are brilliant" and "the staff are polite and pleasant and the experience enjoyable".

The airport scored highly on speed and efficiency of service at check in, security and boarding, with scores of 73, 76 and 78 respectively. Customer feedback states, "I am in favour of local airports, saves travel time, queuing and stress", "most impressed with the service we have received", "no rush, all staff helpful, no queues", "a small well run airport" and "less hassle than most major airports - a great start to our holiday".

In addition the customer feedback shows overwhelming support for the planned expansion of the airport and enhancement of the facilities. Understandably the current facilities are limited and the customer scores reflected this, however the feedback shows that this is not putting passengers off and that there have already been many repeat bookings.

Bill Savage, Managing Director of Coventry Airport, said, "We were delighted and also pleasantly surprised with the results of the customer survey. The entire team at the airport has worked tremendously hard to get the operation up and running smoothly, a great effort. As well as giving us a good gauge of people's opinions of the airport service the data is a vital resource for continuing to develop and enhance the service and facilities we offer."

"However, we fully recognise the limitations of the Interim Passenger Facility and we of course would like to invest in a more comfortable and user friendly terminal and car park. We hope that the Planning Application that we submitted to the Local Planning Authority in March 2003, will enable those enhanced facilities to be provided as soon as possible."

Media Enquiries Contact: Sue Lindsay +44 (0) 2476 308681

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