Cleveland Hopkins International Airport Earned Most Improved Award by Airports Council International

March 6, 2018

Press Releases

Cleveland Hopkins International Airport (CLE) earned the Most Improved Airport by Region (North America) category for the 2017 Airport Service Quality (ASQ) Survey. CLE posted its best customer service scores last year since the airport began participation in the global service quality program in 2006.

These results are a reflection of the airport’s 2017 strategic focus on enhancing the passenger experience. A key component to the enhancements was restructuring the department to include a Landside Operations team with specific attention on minimizing guest anxiety by assisting them with the logistics of travel.

“Cleveland Hopkins International Airport continues to focus on improving visitor experience in all aspects of customer service,” said Mayor Frank G. Jackson. “As a result of these efforts, the 2017 Airport Service Quality Survey has recognized Cleveland Hopkins International Airport as the Most Improved Airport by Region (North America).”

“The airport team is working to create a better experience for our airport guests,” said Airport Director Robert Kennedy. “We continue to surprise and delight guests at CLE, and most specifically, we have seen our best customer satisfaction scores in Customers Overall Satisfaction, Airport Ambience, Cleanliness, Courtesy of Airport Staff, and Feeling Safe and Secure in the Airport. We are strongly motivated in continuing our focus upon the guest experience and looking for more improvements in 2018.”

In addition to the Landside Operations team focusing on customer service, the airport added a Mother’s Room, a display of Checkpoint wait times in-house and online, parking updates online, bottle filling stations, a Ground Transportation Center which includes complimentary wheelchair service for impaired guests to the Ticketing level, and new and improved food and beverage options in 2017.


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