How Passengers Rate Services
The way international passengers experience service standards at Helsinki-Vantaa Airport are gauged according to an AETRA study. This is an international benchmarking survey in which passengers are asked to assess 31 service categories at an airport, on a scale of 1 to 5. The survey is conducted four times a year. The airports are ranked in order of merit on the basis of the Overall Satisfaction with Airport score awarded by international passengers.
The 2004 survey covered 40 airports, at which a total of 65 000 passengers all around the world were interviewed. AETRA surveys are carried out in collaboration with the Airport Council International (ACI) and the International Air Transport Association (IATA). The table below illustrates the salient survey results for Helsinki-Vantaa Airport.
| Vuosi 2004 (Jan–Dec) |
Vuosi 2005 (Jan–Sept.) |
|
| General satisfaction with airport (scale 1 to 5) |
3,80 | 3,93 |
| How Helsinki-Vantaa Airport ranks in the world |
11. | 13. |
| How Helsinki-Vantaa Airport ranks in its own size class (5 to 15 million passengers) |
1. | 4. |
| Helsinki-Vantaa Airport’s ranking in Europe |
2. | 3. |
Results for the whole of 2005 are not yet available, so the table only shows the information for the third quarter of that year. In summary, we can state that the results for Helsinki-Vantaa Airport in the third quarter of last year were a shade weaker than the previous results. Nevertheless, the airport still ranked among the top three European airports for service standards, which can be considered a commendable achievement. In fact the general level of passenger satisfaction has even improved since 2004.
The CAA regularly assesses how domestic passengers feel about the services they receive at airports. Surveys are conducted during the summer and winter traffic seasons and a report on the feedback for the seasons is made once a year. Based on the surveys for 2005 we can say that the general rating for the airports has remained high (5.70 on a scale of 1 to 7). This is very much in line with the result for 2004 (5.72). The statistical difference is insignificant.
The criteria that scored highest were staff service attitudes, security control and parking facilities. In overall terms, the highest rated airports were Ivalo, Varkaus and Kuopio. The changes at these three as well as Jyväskylä and Kemi airports were positive.