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March 13, 2018

Portland Jetport wins award for best customer experience

Photo / Tim Greenway
Photo / Tim Greenway
Airport Director Paul Bradbury of the Portland International Jetport, which is the winner of the 2017 Airport Service Quality Award for North America for airports with fewer than 2 million passengers.

Portland International Jetport is the winner of the 2017 Airport Service Quality Award for North America among airports with fewer than 2 million passengers.

It's the second time the jetport received the top award, having previously been the winner in 2015.

Airports Council International World bases its awards on passenger surveys measuring passengers' views on 34 key performance indicators. Its award program is intended to spur continuous customer service improvement at airports around the world. Metrics include efficiency and wait times for check-in, courtesy of airport staff, cleanliness of terminal, as well as ground transportation.

In 2017, over half the world's 7.7 billion travelers passed through an airport participating in the Airport Service Quality Awards program, according to a news release announcing this year's winners.

"We are in a very competitive air service market, where the consumer has a wide range of choices," Paul Bradbury, PWM's director, told the Portland Press Herald. "The best way to win over customers is to provide a better experience, and our performance in the ASQ survey demonstrates that our customer experience is best-in-class for airports our size in North America."

The ASQ award program surveyed 343 airports in 84 countries in 2017.

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