12 Mar 2024
Muscat, Oman Airports: In the latest recognition of Oman Airports’ outstanding performance in recent months, Muscat International Airport has been ranked among the best Middle East airports with 15 – 25 million passengers, winning the “Best Airport in Customer Service 2023” award, while Salalah Airport won the “Best Airport in Customer Service in the Middle East 2023” award in the category of 2 million passengers.
These results were recently revealed by the Airport Council International (ACI) in partnership with the travel technology company Amadeus.
Salalah Airport also secured the titles of the airport with the most dedicated staff, the airport with the easiest journey, the most enjoyable airport, and the cleanest airport in the Middle East – among all categories.
These recognitions for Muscat International Airport and Salalah Airport came after their performance was measured by the ACI’s Airport Service Quality (ASQ) program – one of the most reliable and important airport and aviation performance programs in the world – which directly measures passenger satisfaction and passenger experiences at numerous airports.
The awards represent the ongoing efforts undertaken by Oman Airports and the Omani Government under the leadership of His Majesty Sultan Haitham bin Tariq, to enhance one of Oman Vision 2040’s key target sectors – the Oman aviation sector.
The awards also reflect Oman Airports’ continued efforts to develop the Sultanate’s airports and aviation infrastructure, which is strategically located on the global air transport map.
Both airports received these globally recognized awards after passenger feedback was collected via the ASQ program, which for the period in question, saw over 400 international airports participating. The program has gained worldwide recognition for the rigorous scientific methodology it uses to assess airport customer experiences.
The award assessments are carried out after surveys are done in-person with travellers at the participating airports, and cover more than 30 performance indicators across key elements of the passenger’s airport experience. The assessment methodology is characterised by its accuracy and thoroughness, as it allows informative statistical inference and provides unparalleled insights into the passenger experience. It also gives the most complete picture of the passenger experience journey.
Commenting on these latest awards, Saud bin Nasir Al Hubaishi, Acting Chief of Operations at Oman Airports, stated: “On behalf of Oman Airports’ executive management, I would like to extend a sincere thank-you to our valued passengers for their continued interest in providing their feedback on the services our airports provide, which inspires us to continuously develop and enhance our airports’ infrastructure and services. I would also like to thank Oman Airports’ strategic partners, and all the various entities working at Muscat International Airport, Salalah Airport, and the rest of our airports – for their constant cooperation in showcasing Oman Airports in the very best light.”
Al Hubaishi added that the awards were a reflection of Oman Airports commitment to enhancing the travel experience in Oman, which is guided by the company’s key strategic principle of “Customer Satisfaction is a Primary Goal”.
He further stated: “Since transferring the operations at Muscat International Airports to the new passenger terminal in 2018, Oman Airports and its dedicated workforce have worked to invest in this remarkable edifice to make it one of the most important airports in its category regionally and internationally. And today – praise be to Allah – Muscat International Airport is present in the list of top airports in the Middle East. At Salalah Airport, since the transfer of its operations in 2015, we have had much success in emulating the best services and comfortable travel experiences provided by Muscat International Airport to passengers; as well as the ease and harmony with which it conducts its operations. This excellence in airport operations is achieved by providing all what the passenger needs on their travel day. It is also the result of the speed of our check-in procedures – which is a key to guarantee passenger satisfaction.”
Meanwhile, Eng. Zakariya Al Harasi, Vice President of Salalah Airport, said: “We are delighted that Salalah Airport has reached this prestigious position among the airports in the Middle East, even though it was opened only a few years ago. Salalah Airport, with the cooperation of all partners, has succeeded in reaching this high ranking due to the quality of service provided to the passengers, especially in terms of an efficient and safe travel experience.”
Eng. Al Harasi further stated that Salalah Airport is now keeping pace with the efforts made by Oman Airports to provide the best services to travellers through all its airports. “We thank our guests who have given their trust to Salalah Airport with their favourable customer experience ratings. This achievement was expected amid the exponential growth Oman Airports witnessed in recent times in terms of the number of passengers flying into and out of the Sultanate. The achievement was also a result of the efficiency of the Dhofar Governorate, and the boom in travel movement from many European countries, with an accompanying increase in charter flights.”
It is worth noting that the assessment categories for departures include “Best Airports by Size and Region”; and “Most Dedicated Staff”, “Easiest Airport Journey”, “Most Enjoyable Airport”, and “Cleanest Airport” for arrivals.
Nine airports across all of the Awards’ regions won Airport Service Quality (ASQ) program accolades in all five departure categories, meaning that a pleasant experience for passengers was achieved at every stage of their airport journey:
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