| SriLankan
Airlines’ Airport Service at Colombo Airport has been
chosen as the First Runner-Up in a global survey of passenger
satisfaction at airports, by Singapore Airlines, between April
2002 and March 2003.
Service at Bandaranaike International Airport (BIA) was judged
to be above that of New York’s John. F. Kennedy International
Airport, which was third in the Group 2 category (5-11 flights
per week by Singapore Airlines.) The Maldives capital, Male,
topped the group.
SriLankan provides airport services at BIA for all airlines
flying through Colombo. Points were awarded in the comprehensive
survey for all aspects of airport service such as greeting
at check-in counters and boarding gates, waiting time at the
check-in counter and boarding gates, efficiency, friendliness,
helpfulness and warmth of greeting of airport service staff,
clarity of boarding announcements, orderliness in boarding,
flight punctuality, handling of delays, compliments and complaints
by passengers and efficient handling of baggage.
“This is the first time in 10 years that Colombo has
featured in the top three stations and I believe that demonstrates
the increasing efforts being made by the staff of Airport
Service to provide a high quality product” said Walter
Riggans, Head of Service Delivery at SriLankan.
The findings of the surveys were communicated to SriLankan
each month at meetings with Singapore Airlines officials and
improvements made as the year progressed. In addition, SriLankan’s
Airport Service Duty Managers carried out their own appraisals
of individual members of the staff, identifying weak areas
and taking action to make improvements.
“Our staff are delighted with this achievement but
we are determined to achieve first place, since second place
is not enough for SriLankan Airlines,” said Ingrid Guruge,
Manager Airport Service at SriLankan.
The award was presented to SriLankan Airlines by Singapore
Airlines’ General Manager Sri Lanka Leong King Choy,
at a ceremony at the JAIC Hilton in Colombo recently. The
ceremony was attended by 20 staff representing all levels
of SriLankan’s Airport Service.
This is the latest in a string of awards won by SriLankan
Airlines in recent times, which include the Skytrax Award
for the Best Airline in Central Asia for three consecutive
years since 2001, Skytrax’s World's Friendliest Cabin
Crew Award 2002, First Runner-Up in the Skytrax Best Cabin
Staff Award for 2003, Avion’s Best In-flight Entertainment
Award 2003 for a fleet size of 20 or less and most recently
Reise & Preise magazine’s Best Airline in the 2003
survey of Economy Class service.
Media Relations Section
Corporate Communications Department
SriLankan Airlines Limited
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