Bilbao Airport receives the ‘The Voice of the Customer’ award for its commitment to passengers during the pandemic

The Airports Council International (ACI) has recognised the efforts made by Bilbao Airport over the past year, during which it continued to collect passenger feedback through the ASQ programme surveys, despite the additional difficulties posed by the pandemic.

The ASQ surveys are carried out directly with passengers and they respond to questionnaires that assess, among other issues, the facilities, customer service, security and environmental awareness.

The Voice of the Customer’ has highlighted the active listening work carried out at 33 of the airports in the Aena network: Bilbao, A Coruña, Adolfo Suárez Madrid-Barajas, Alicante-Elche Miguel Hernández, Almería, Asturias, César Manrique-Lanzarote, El Hierro, Federico García Lorca Granada-Jaén, Fuerteventura, Girona-Costa Brava, Gran Canaria, Ibiza, Internacional Región de Murcia, Jerez, Josep Tarradellas Barcelona-El Prat, La Palma, Málaga-Costa del Sol, Melilla, Menorca, Palma de Mallorca, Pamplona, Reus, San Sebastián, Santiago-Rosalía de Castro, Seve Ballesteros-Santander, Sevilla, Tenerife Norte-Ciudad de La Laguna, Tenerife Sur, Valencia, Valladolid, Vigo and Zaragoza.

Giving users a voice has never been as important as it is today. That is why ACI launched this initiative in 2020, with the aim of recognising those airports that have continued to prioritise passenger feedback and have maintained their commitment to listening to their opinions and suggestions during the COVID-19 pandemic.