Passengers satisfied with Malta airport

Malta International Airport has again scored significant results in overall passenger satisfaction, according to the AETRA Global Monitor Report for 2004.

AETRA is the world's leading airport benchmarking programme.

Its report, a joint airport research study by the International Air Transport Association (IATA) and Airports Council International (ACI), analyses the perceptions of over 84,000 international travellers and provides an up-to-date marketing index to measure the quality of service the monitored airports provide.

The study covers key service elements of 49 airports of various sizes and ownership structures, from all five continents. Twenty-four airports included in the report are from Europe, 13 from the Americas, seven from Asia-Pacific, one from the Middle East and four African airports.

MIA ranks in fifth place among the European airports and second within the smaller airports category (fewer than one million passengers per annum), the second time in three years that MIA has ranked so high since its adherence to the monitor report.

In the overall passenger satisfaction survey for 2004, MIA is ranked 13th among the 49 airports with a total satisfaction rate of 75 per cent.

MIA's chief executive officer Peter Bolech expressed his satisfaction on the results obtained. "The excellent performance we managed to obtain is a credit to our employees whose commitment and dedication has once again proved to be a major driving force in our efforts to excel in the service we provide. The investment MIA has made in refurbishments and upgrading as well as in training of all its employees, particularly with the 'Customer Enthusiasm' programmes, has produced the well-deserved results," he said.