A recent Passenger Terminal Assessment study published by airport and airline industry experts, Airports Council International (ACI) and International Air Transport Association (IATA), has pronounced that Jordan’s Queen Alia International Airport (QAIA) terminal meets international best practices for Passenger Level of Service and for Passenger and Baggage Airport Processes. The study, which was co-commissioned earlier this year by Airport International Group (AIG) – the Jordanian company responsible for the rehabilitation, expansion and operation of Jordan’s prime airport – and the Ministry of Transport, was intended to assess the level of QAIA’s operations in relation to international standards and identify areas for improvement.
The report was issued following intensive on-site observations, technical analysis and process assessment of QAIA’s terminal and landside operations during peak traffic. According to the report’s findings, the majority of QAIA’s sub-systems provide an optimum level of service for its current traffic volume, enabling the airport to accommodate necessary functions in a comfortable manner while keeping processing and maximum waiting times within acceptable limits.
Supporting QAIA’s development, recommendations were proposed in the areas of Check-In and Passport Control (Immigration) & Visa, as well as with regards to the Temporary Remote Boarding Lounge. While baggage handling complied with best practices overall, certain processes were identified for further enhancements to boost efficiency.
Prior to the inauguration of the new QAIA terminal in 2013, the airport was ranked internationally at 186th place in ACI’s global Airport Service Quality (ASQ) Survey, the world’s leading airport passenger satisfaction benchmark program. Since then, QAIA has made considerable headway in its service and passenger satisfaction levels, ranking 38th from nearly 250 airports worldwide during 2013.
“Since the inauguration of the new terminal, we’ve been working hard to raise QAIA’s international ranking and have made significant progress in this regard. However, as with every operational organization, there is always room for growth. As such, we are fully committed to doing our best in order to implement the ACI and IATA recommendations and to give Jordan an airport it can be proud of. We eagerly look forward to taking QAIA’s efficiency and passenger experience to the next level as we position it as a niche transfer hub in the region,” explained Kjeld Binger, AIG CEO.
ACI is the only trade representative of airports worldwide, representing over 1,850 airports – 95% of global airport traffic – and promoting professional excellence in airport management and operations. Alternately, IATA is the trade association for airlines worldwide, representing approximately 240 airlines, an equivalent of 84% of total air traffic. IATA’s mission is to represent, lead and serve the international airline industry.
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