Malindi Airport has been recognized as the Overall Winner at the Kenya Airports Authority (KAA) Airport Service Quality (ASQ) Awards, celebrated in a prestigious ceremony held at the Ocean Beach Resort and Spa in Malindi on Thursday.
The recognition highlights the airport’s unwavering commitment to exceptional customer service and operational efficiency.
Launched last year, the KAA ASQ Awards aim to identify and honor outstanding performance among KAA-managed airports.
The awards are based on a thorough service quality survey conducted across nine airports, with Malindi Airport achieving an impressive Overall Satisfaction score of 3.86 out of a possible 5.0.
This score illustrates the airport’s dedication to enhancing the passenger experience across essential areas such as facility quality, staff motivation, efficiency in passenger processing, ambiance, cleanliness, and retail offerings.
Consumer feedback is at the heart of the ASQ program, which is informed by insights from Airport Service Quality Surveys. This valuable feedback enables airports to strategically plan improvements and enhance local service quality.
The benchmarking is supported by quarterly ASQ surveys at Jomo Kenyatta International Airport (JKIA) and Moi International Airport (MIA), along with bi-annual internal ASQ surveys across all KAA-managed airports.
This year’s ceremony also introduced the Environmental Sustainability Award, aimed at promoting efficient resource use and encouraging practices that reduce noise and air pollution while fostering biodiversity through afforestation and effective waste management.
KAA’s Acting Managing Director, Henry Ogoye, commented on the initiative, stating, “Our strategic objectives are focused on elevating customer experience to an average index of 4.3 out of 5.0. We are committed to achieving this through innovation and excellence in service delivery.
The internal KAA-ASQ Program supports this vision by fostering a competitive spirit among our airports and driving us toward service excellence.”
Ogoye further urged, “As we move forward, let us challenge ourselves to exceed expectations and set new benchmarks for the global aviation industry. With a unified purpose and clear vision, we will not only achieve our Corporate Customer Satisfaction Index target but also inspire others within the aviation sector.”
Other key winners at the award ceremony included:
- Most Enjoyable Airport: Kisumu International Airport
- Cleanest Airport: Eldoret International Airport
- Most Dedicated Staff: Lamu-Manda Airport
- Most Improved Airport: Moi International Airport
- Environmental Sustainability Award: Manda Airport
As KAA prioritizes customer satisfaction, it remains committed to fostering an environment where feedback is solicited and utilized for continuous improvement.
The ASQ Awards are part of a larger suite of initiatives that also encompass the KAA Mystery Shopping Awards and the Aviation Business Excellence Awards (ABEA), all designed to recognize high-performing airport staff and enterprises.
This recognition not only celebrates the achievements of individual airports but also underscores KAA’s commitment to enhancing service delivery across its facilities, setting a standard for excellence within Kenya’s aviation sector.
