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New Orleans Airport Achieves High Scores in Customer Service Surveys

Ranked 1st in 15 Categories Among US Airports Serving 5 Million Passengers and Above 

NEW ORLEANS – The Louis Armstrong New Orleans International Airport (MSY) today released the results from the first quarter of 2021’s Airport Service Quality (ASQ) survey program, as part of Airports Council International (ACI) which measures passengers’ satisfaction across 34 key performance indicators.

Among the 23 U.S. airports serving over 5 million passengers per year that participated in the ASQ program in the first quarter of 2021, MSY was rated number 1 in 15 of the 34 satisfaction items of the survey and finished in the top 3 in a total of 24 of the 34 satisfaction items.

MSY was notably ranked first the overall satisfaction category and also ranked number 1 when the Overall Satisfaction designations are separated into the Business, Leisure and Other + Leisure categories. Other first-place rankings include parking facilities, availability of baggage carts/trolleys, waiting time in check-in line, courtesy and helpfulness of security staff, feeling of being safe and secure, courtesy and helpfulness of airport staff, internet access/Wi-Fi, business/executive lounges, availability of restrooms, cleanliness of restrooms, comfort of gate areas, cleanliness of airport terminal, ambience of the airport and speed of baggage delivery.

Apart from the first place designations, MSY ranked in the top 3 of 9 more of the 34 satisfaction items. Second place rankings include efficiency of check-in staff, courtesy and helpfulness of check-in staff, thoroughness of security inspection, value for money of shopping facilities, passport/ID inspection and customs inspection. Third place rankings include the categories of waiting time at security inspection, flight information screens and shopping facilities.

“Our Airport has made great strides in improving the experience for our passengers as these results clearly demonstrate, “said Judge Michael Bagneris, Chair of the New Orleans Aviation Board. “I’m extremely proud of the work our Airport staff—especially in lights of the daunting challenges produced by the global pandemic.”

“Customer service is a top priority for the New Orleans Airport, and it’s great to see that our passengers have recognized our efforts,” said Kevin Dolliole, Director of Aviation. “We will continue our commitment to ensuring customer satisfaction in various areas of our operation from safety and cleanliness to convenience and courtesy.”

About ASQ
Learn more about the ACI ASQ Program which includes a full suite of customer experience solutions, including the ACI employee survey for customer experience, the ASQ arrival surveys, and the new ASQ Commercial Survey. ASQ delivers 640,000 individual surveys per year in 49 languages across 91 countries.

About ACI
Airports Council International (ACI), the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organization. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, customer-centric and environmentally sustainable. As of January 2021, ACI serves 701 members, operating 1933 airports in 183 countries.


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