International delegation of experts to share the latest best practices on airport service quality and passenger satisfaction

DOHA, Qatar - 9 September 2013 - Doha International Airport (DIA) will be hosting the 2013 ASQ Airport Forum for Asia, Middle East and Africa, between 10 and 12 September at the Oryx Rotana Hotel. The event is the annual meeting of participants in the Airport Service Quality (ASQ) Programme, and will bring together key airport delegates from around the region to share best practices on effective management of passenger satisfaction.

Some 100 senior delegates will be attending the important annual industry forum to share expert insights on how airports may improve the quality of service provided to passengers, as well as to address the challenges and opportunities in relation to passenger satisfaction. Amongst the key themes that will headline the agenda include airport security, smoking policies, airport cleanliness, wireless internet provision, and a look at what passengers want from a retail perspective. 

Akbar Al Baker, CEO of Qatar Airways, commented that the airport industry has had to change dramatically in recent times in response to game-changing trends within the airline sector as well as in passenger expectations.

"In order to stay ahead of the game, airports now need to create capacity fast, either through new innovations or by expanding existing infrastructure. The concept of airport cities, which once was unheard off is now a common goal for many airport development projects around the world. Airport designs now have to be tailored towards their key airline customers. Furthermore, airports are increasingly becoming retail and cultural destinations because passenger expectations demand it", said Al Baker, who will be speaking at the event.

"Airports are the first point of contact that passengers have with the host country and it is therefore vital that their first impressions are positive. With DIA witnessing incredible growth in passenger traffic in recent years, we are committed to enhancing their experience in all areas of service. Passenger engagement and satisfaction will continue to take priority as we prepare to transition to Hamad International Airport ", added Al Baker.

As Doha continues to expand as a major international travel and transit hub, Doha International Airport (DIA) is becoming an increasingly busy airport. Close to 75% of DIA passengers are connecting passengers, fueled further by the rapid expansion of Qatar Airways' flight routes, which now encompasses 129 key business and leisure destinations across Europe, Middle East, Africa, Asia Pacific and The Americas.

In 2012, passenger figures at DIA grew at a rate of 16.87% compared with 15.16% in 2011. The airport catered to more than 21 million passengers during 2012 and the number of passengers passing through DIA in 2013 is expected to grow significantly to nearly 25 million. 

The ASQ Airport Forum is organized by Airports Council International (ACI), the airport sector's foremost voice on a global level, consisting of some 597 member airports and airport authorities, and operating in over 1679 airports in 177 countries or territories. ASQ is a comprehensive ACI initiative to help airports in their continuing efforts to improve the quality of service experienced by passengers. It provides a range of core benchmarking programmes ranging from customer satisfaction to performance and commercial services, in addition to customer service certifications. 

-Ends-

Doha International Airport, which currently handles more than 21.1 million passengers a year, has undergone a dramatic change over the past three years, virtually doubling in size to cope with the huge demand for air travel to and from Qatar, spearheaded by the huge infrastructure improvements taking place in the country.

Hamad International Airport is the world's newest aviation hub, a world-class facility that is set to exceed expectations and redefine the passenger and transit experience.

Positioned at the edge of the Arabian Gulf, Hamad International Airport's tranquil waterside setting provides a perfect backdrop for its stylish architectural elements, underpinned by advanced airport systems. Featuring two runways, among the longest in the world, a state-of-the-art air traffic control tower, a stunning passenger terminal with a design capacity of 30 million passengers per year, over 28,000 square metres of retail and food & beverage facilities and a uniquely shaped public mosque, these are some key aspects of the modern airport complex.  For more information about Doha International Airport or Hamad International Airport, please visit www.dohaairport.com

For further information
Doha International Airport
PR and Communications Department
Tel: (+974) 4465 6187, Fax: (+974) 4462 2044
Email: diamedia@qatarairways.com.qa 
Web: www.dohaairport.com

© Press Release 2013