Customer Satisfaction
Customers
Business Partners
Mass Media
and Online Media
Importance
Operating AOT according to international service standards and listening to suggestions to improve the service continuously directly affect the satisfaction and confidence of AOT customers, including passengers, airlines, and entrepreneurs. Moreover, providing impressive service beyond expectations creates a positive image for Thailand.
Management Approach
AOT has attached importance to the satisfaction of airport users under AOT’s responsibility, thereby, defining the enhancement of service quality as one of the strategic objectives of the AOT's Corporate Plan (Fiscal Years 2017 - 2022), revised edition. It focuses on the development of infrastructure and facilities to maintain service quality in accordance with international standards.
AOT creates customer satisfaction through the analysis of airport service touchpoints by integrating data from the airport service assessment in 3 parts: both quantitative data, i.e., Level of Service (LoS), and qualitative data, i.e., Airport Service Quality (ASQ) and Customer Feedback.
Airport Service Touch Point
Level of Service (LoS)
It is a tool to assess the level of service for both inbound and outbound passengers with regard to waiting times and passenger density per area at various points of the airport, such as passenger service halls, check-in counters, security body checkpoints, departure baggage checkpoints, and passenger waiting areas. There are 4 levels of service criteria for consideration as follows:
Airport Service Quality (ASQ)
AOT has participated in the Airport Service Quality (ASQ) Evaluation Project implemented by Airports Council International (ACI), which is internationally recognized as the only global trade representative of the world’s airports. The evaluation focused on passenger satisfaction by using the same global questionnaire for airport service reviews, including ground transportation, check-in, facilities, restaurants, restrooms, hygiene, and the atmosphere inside passenger terminals.
In the fiscal year 2022, AOT did not take part in the ASQ project due to the Covid-19 pandemic which may affect the assessment and unreflect the results of actual quality. Therefore, AOT has applied the Airport Service Touch Point Report (ASTP Report) to indicate and improve the service quality in replacement of the ASQ Project participation. The report results are used to set a strategy before rejoining the ASQ project in 2023.
Customer Feedback
AOT collects statistics of complaints, suggestions, and compliments towards AOT for service analysis and development, based on theories, research, best practice guidelines, and the operations of the world’s leading airports. At present, AOT monitors the customer feedback at 17 service touchpoints for evaluating and upgrading services on a monthly basis.
Customer Satisfaction Survey
AOT pays attention to the needs of customers by conducting a Customer Satisfaction Survey on passengers, airport entrepreneurs, and airlines by random sampling of customer groups and using Face- to-Face In-depth Interview techniques with a questionnaire as a tool to assess customer loyalty (Net Promotor Score: NPS). But due to the situation of COVID-19 pandemic, the customer satisfaction survey by face-to-face interview then was adjusted to an online survey through appropriate channels. The results of which will be applied as the supporting data for strategic planning and service quality improvement projects as well as improving the efficiency of work processes for continual development and response to the customer’s satisfaction.
Channels for Complaints and Suggestions
AOT has set various and appropriate channels for each group of customers to receive complaints and suggestions. The screened complaints will be forwarded to the related units for improvements according to the complaint handling processes and for statistical report arrangement. The complaints resolution will be reported to the top management of each airport on a monthly and quarterly basis and forwarded to relevant departments in order to improve the quality of service, build competitiveness, and review the complaints management guidelines for maximum efficiency.
Passengers
Entrepreneur
Complaint form at airport information counters
- AOT Contact Center 1722
- Facebook AOT Official
- E-mail: aotpr@airportthai.co.th
- Online Chat on the website: www.airportthai.co.th
- AOT Contract Center 1722
- Internal Contact Number
- Line
- Suggestion Box
- Send the complaint letters directly to AOT
Airline
- AOT Contact Center 1722
- Facebook AOT Official
- Complaint form at Airport Information Counters
- Email: aotpr@airportthai.co.th
- Monthly meeting of the Facilitation Committee (FAL)
- Monthly meeting of the Airline Operators Committee (AOC)
- Quarterly meeting of the Security Subcommittee (SMS)
- Monthly meeting of the Baggage Committee
- Monthly meeting of Working Group Appointments / Visits / Seminars
Last updated on March 24, 2023