Passenger Satisfaction Report FRA – Airport Performance · Questions related to the passenger...

2016

© 2017 ACI

Passenger Satisfaction Report

STL – Airport PerformanceCon

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STL – Airport PerformanceTable of Contents

2© 2017 ACI

Methodology at a Glance p. 3

Objectives and Methodology p. 4

Participating Airports 2016 p. 5

STL - Airport Performance p. 8

Number of Respondents p. 9

Focus on 2016 – Mean Scores by Rated Item p. 10

Focus on 2016 – Mean Scores by Segment p. 11

Focus on 2016 – Mean Scores by Category p. 12

Top 5 Most Important Items – Satisfied Passengers p. 13

Trend Over Time – Overall Satisfaction Mean Score and Rank p. 14

Trend Over Time – Overall Satisfaction Distribution and Rank p. 15

Trend Over Time – Overall Satisfaction – Destination p. 16

Trend Over Time – Overall Satisfaction – Main Reason for Trip p. 17

Trend Over Time – Access p. 18

Trend Over Time – Check-in p. 19

Trend Over Time – Passport / ID Control p. 20

Trend Over Time – Security p. 21

Trend Over Time – Finding your Way p. 22

Trend Over Time – Airport Facilities p. 23

Trend Over Time – Airport Environment p. 26

Trend Over Time – Arrivals Services p. 27

Airport Performance - 2016

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Methodology at a Glance

3© 2017 ACI Airport Performance - 2016

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Methodology at a GlanceObjectives and Methodology

4© 2017 ACI

ACI’s Airport Service Quality (ASQ) is a benchmarking programme measuring passengers’ satisfaction while they

are at the airport.

The ASQ Survey’s main objective is to provide the participating airports with the research tools and management

information to better understand passengers’ views with respect to an airport’s products and services:

How passengers rate an airport’s services;

How an airport compares to others around the world by traffic type, size, region, etc.;

Which aspects are of particular importance for a specific airport, and;

How passengers’ perceptions and priorities are evolving over time.

The ASQ Survey Questionnaire is composed of 55 questions including:

34 items where passengers are asked to rate specific service related topics and their overall satisfaction with

the airport on a scale of 1 (poor) to 5 (excellent);

Questions related to the passenger profile.

The questionnaire is self-completed by randomly selected passengers at the boarding gates of pre-selected flights.

Flights are selected based on destination and carrier in order to obtain a representative sample of all departures

from a participating airport. The ASQ Survey is covering all operating hours of the participating airport, and each

day of a week is evenly distributed between each month of a quarter.

Once completed and verified, paper questionnaires are sent to ACI’s research supplier where they are scanned and

where the generated data are cleaned, validated and processed. Data are weighted according to the proportion of

actual international traffic and actual domestic traffic, when applicable.

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5© 2017 ACI

Methodology at a GlanceParticipating Airports 2016 (1/3)


In 2016, 284 airports have participated in the ACI ASQ Survey.

548994 passengers have completed the ASQ Survey, including 2848 at STL.

< 2 M 2 - 5 M 5 - 15 M 15 - 25 M 25 - 40 M > 40 M TOTAL

AFRICA

11 3 2 1

17ABJ, BFN, BZV, EBB, ELS,

GRJ, KIM, MBA, PLZ, PNR,

UTN

DUR, MRU, TUN CPT, NBO JNB

ASIA PACIFIC

4 17 26 12 10 12

81IXC, NTL, POM, TSV

CCJ, CNS, DRW, GAU, JAI,

LGK, LKO, MLE ,PDG, PER,

PKU, PLM, PNH, REP, RGN,

SXR, TRV

ADL, AMD, BPN, CCU, CGQ, CHC,

CNX, COK, GOI, HET, HRB, HYD,

ITM, KHN, KNO, MAA, MFM, NGO,

OOL, PEN, PNQ, SHE, SJW,

TSN, UPG, WLG

AKL, BLR, BNE, DPS,

GMP, HAK, KIX, NKG,

SUB, SYX, TAO, WUH

CKG, HGH, KMG, MEL,

NRT, SHA, SYD,

SZX, TPE, XIY

BKK, BOM, CAN, CGK,

CTU, DEL, HKG, ICN, KUL,

PEK, PVG, SIN

EUROPE

24 22 31 15 7 9

108

AES, BOO, EAS, GRO,

GRX, KRS, LCG, LEI,

MJV, MLN, OVD, PDL,

PNA, REU, SDR, SKP,

SOU, SPC, TOS, VDE,

VGO, VLL, XRY, ZAZ

ABZ, AER, BIO, BMA, EIN,

EMA, FNC, KEF, KRK, LCY,

LPL, MAH, MLA, PFO, SCQ,

SVG, SVQ, TFN, TRD, TRN,

VNO, ZAG

ACE, AGP, ALC, BGO, BLQ, BRS,

BSL, BUD, CIA, EDI, FAO, FUE,

GLA, GOT, IBZ, LCA, LED, LIN,

LPA, LYS, MRS, NAP, NCE, OPO,

OTP, PRG, RIX, SXF, TFS, TLS,

VLC

ARN, ATH, BRU, DUS,

GVA, HAM, HEL, LIS,

MAN, MXP, OSL, PMI,

STN, TXL, VIE

BCN, CPH, DME, DUB, ORY,

SVO, ZRH

AMS, CDG, FCO, FRA,

IST, LGW, LHR, MAD, MUC

LATIN

AMERICA /

CARIBBEAN

8 6 5 2 1

22BDA, BGI, CUL, CUR, KIN,

MZT, POP, SAP

AUA, GYE, NAS,

POS, SDQ, SJOCNF, MTY, PTY, PUJ, UIO GIG, SCL BOG

MIDDLE EAST

1 5 3 1 1

11SLL AMM, BAH, MCT, MED, MHD AUH, RUH,TLV DOH DXB

NORTH

AMERICA

8 6 13 5 6 7

45PWM, YLW, YQB, YQM,

YQR, YXE, YYJ, YYT

ELP, GRR, YHZ,

YOW, YTZ, YWG

AUS, BNA, CLE, CMH, CVG,

DAL, IND, JAX, PIT, SAT,

SJC, STL, YEG

BWI, SAN,

SLC, TPA, YUL

BOS, DTW, FLL, LGA, MSP,

PHL

ATL, DEN, DFW, LAX,

SEA, SFO, YYZ

TOTAL 56 54 82 38 25 29 284

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6© 2017 ACI

The results from 33 airports are based on fewer than 4 quarters of participation:



Number of

QuartersQuarters

ABJ 1 Q4'16

BDA 1 Q4'16

LCY 1 Q4'16

LGA 1 Q4'16

MHD 1 Q4'16

NTL 1 Q4'16

PHL 1 Q4'16

TLS 1 Q4'16

TRN 1 Q4'16

VNO 1 Q4'16

BOG 2 Q3'16, Q4'16

BWI 2 Q3'16, Q4'16

CGK 2 Q1'16, Q4'16

DOH 2 Q1'16, Q2'16

IXC 2 Q3'16, Q4'16

KMG 2 Q3'16, Q4'16

KNO 2 Q1'16, Q4'16

PDG 2 Q1'16, Q4'16

PKU 2 Q1'16, Q4'16

PLM 2 Q1'16, Q4'16

SJW 2 Q3'16, Q4'16

Besides the number of collected questionnaires that might change slightly from one quarter to another, a few Airports

have changed their Sample Size during 2016:

BRU Starting in Q3'16: From 1050 to 1575 questionnaires

KMG Starting in Q3'16: From 350 to 400 questionnaires

OSL Starting in Q3'16: From 700 to 900 questionnaires

Number of

QuartersQuarters

BRU 3 Q1’16, Q3'16, Q4'16

DEN 3 Q2'16-Q4'16

EIN 3 Q2'16-Q4'16

GIG 3 Q2'16-Q4'16

GRR 3 Q2'16-Q4'16

MCT 3 Q1'16, Q2'16, Q4’16

SCL 3 Q2'16-Q4'16

SHA 3 Q1'16, Q2'16, Q4’16

SLL 3 Q2'16-Q4'16

TUN 3 Q1’16, Q3'16, Q4'16

YLW 3 Q2'16-Q4'16

YQM 3 Q2'16-Q4'16Confid

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Code Name

ABJ FELIX HOUPHOUET BOIGNY AIRPORT

ABZ ABERDEEN AIRPORT

ACE LANZAROTE AIRPORT

ADL ADELAIDE AIRPORT

AER ADLER-SOCHI AIRPORT

AES ALESUND AIRPORT

AGP MALAGA AIRPORT

AKL AUCKLAND INTERNATIONAL AIRPORT

ALC ALICANTE AIRPORT

AMD AHMEDABAD AIRPORT

AMM AMMAM AIRPORT

AMS AMSTERDAM SCHIPHOL AIRPORT

ARN STOCKHOLM ARLANDA AIRPORT

ATH ATHENS ELEFTHERIOS INTL AIRPORT

ATL ATLANTA HARTSFIELD-JACKSON INTL AIRPORT

AUA ARUBA AIRPORT

AUH ABU DHABI INTERNATIONAL AIRPORT

AUS AUSTIN-BERGSTROM INTERNATIONAL AIRPORT

BAH BAHRAIN AIRPORT

BCN BARCELONA AIRPORT

BDA L.F. WADE INTL AIRPORT- BERMUDA

BFN BLOEMFONTEIN AIRPORT

BGI BARBADOS BRIDGETOWN AIRPORT

BGO BERGEN AIRPORT

BIO BILBAO AIRPORT

BKK BANGKOK SUVARNABHUMI AIRPORT

BLQ BOLOGNA AIRPORT

BLR BANGALORE INTERNATIONAL AIRPORT

BMA STOCKHOLM BROMMA AIRPORT

BNA NASHVILLE AIRPORT

BNE BRISBANE AIRPORT

BOG El DORADO AIRPORT

BOM MUMBAI CHATRAPATI SHIVAJI INTL AIRPORT

BOO BODO AIRPORT

BOS BOSTON LOGAN INTERNATIONAL AIRPORT

BPN BALIKPAPAN AIRPORT

BRS BRISTOL AIRPORT

BRU BRUSSELS NATIONAL AIRPORT

BSL EuroAirport Basel Mulhouse Freiburg (BSL / EAP / MLH)

BUD BUDAPEST FERENC LISZT INTL AIRPORT

BWI BALTIMORE WASHINGTON INTLAIRPORT

BZV BRAZZAVILLE AIRPORT

CAN GUANGZHOU BAIYUN INTL AIRPORT

CCJ CALCUT AIRPORT

CCU KOLKATA NETAJI SUBHASH AIRPORT

CDG PARIS CHARLES DE GAULLE AIRPORT

CGK JAKARTA SOEKARNO-HATTA AIRPORT

CGQ CHANGCHUN AIRPORT

CHC CHRISTCHURCH INTERNATIONAL AIRPORT

CIA CIAMPINO-G.B. PASTINA INTL AIRPORT

CKG CHONGQING JIANGBEI INTL AIRPORT

CLE CLEVELAND HOPKINS INTL AIRPORT

CMH COLUMBUS INTL AIRPORT

CNF TANCREDO NEVES-CONFINS AIRPORT

CNS CAIRNS INTERNATIONAL AIRPORT

CNX CHIANG MAI AIRPORT

COK COCHIN INTL AIRPORT

CPH COPENHAGEN AIRPORT

CPT CAPE TOWN INTERNATIONAL AIRPORT

CTU CHENGDU AIRPORT

CUL CULIACAN AIRPORT

CUR CURACAO HATO INTERNATIONAL AIRPORT

CVG CINCINNATI NORTHERN KENTUCKY INTL AIRPORT

DAL DALLAS LOVE FIELD AIRPORT

DEL DELHI INDIRA GANDHI INTL AIRPORT

DEN DENVER INTL AIRPORT

DFW DALLAS/FORT WORTH INTL AIRPORT

DME MOSCOW DOMODEDOVO AIRPORT

DOH DUBLIN INTERNATIONAL AIRPORT

DPS DENPASAR BALI AIRPORT

DRW DARWIN AIRPORT

DTW DETROIT METRO WAYNE COUNTY AIRPORT

Code Name

DUB DUBLIN INTERNATIONAL AIRPORT

DUR KING SHAKA INTERNATIONAL AIRPORT

DUS DUSSELDORF INTERNATIONAL AIRPORT

DXB DUBAI INTERNATIONAL AIRPORT

EAS SAN SEBASTIAN AIRPORT

EBB ENTEBBE/KAMPALA AIRPORT

EDI EDINBURGH AIRPORT

EIN EINDHOVEN AIRPORT

ELP EL PASO AIRPORT

ELS EAST LONDON AIRPORT

EMA MAG-EAST MIDLANDS AIRPORT

FAO FARO AIRPORT

FCO ROME FIUMICINO AIRPORT

FLL FORT LAUDERDALE/HOLLYWOOD INTL AIRPORT

FNC AEROPORTO DA MADEIRA

FRA FRANKFURT INTERNATIONAL AIRPORT

FUE FUERTEVENTURA AIRPORT

GAU GUWAHATI AIRPORT

GIG RIO DE JANEIRO - GALEAO INTL SIRPORT

GLA GLASGOW INTERNATIONAL AIRPORT

GMP SEOUL GIMPO INTERNATIONAL AIRPORT

GOI GOA AIRPORT

GOT GOTHENBURG LANDVETTER AIRPORT

GRJ GEORGE AIRPORT

GRO GERONA AIRPORT

GRR GRAND RAPIDS AIRPORT

GRX F.G.L. GRANADA-JAEN AIRPORT

GVA GENEVA INTERNATIONAL AIRPORT

GYE GUAYAQUIL AIRPORT

HAK HAIKOU AIRPORT (HNA Airport Group Company)

HAM HAMBURG FUHLSBUETTEL AIRPORT

HEL HELSINKI VANTAA AIRPORT

HET HOHHOT AIRPORT

HGH HANGZHOU AIRPORT

HKG HONG KONG INTERNATIONAL AIRPORT

HRB HARBIN AIRPORT

HYD GMR HYDERABAD RAJIV GANDHI INT AIRPORT

IBZ IBIZA AIRPORT

ICN SEOUL INCHEON INTERNATIONAL AIRPORT

IND INDIANAPOLIS AIRPORT

IST ISTANBUL ATATURK AIRPORT

ITM OSAKA ITAMI AIRPORT

IXC CHANDIGARH Intl AIRPORT

JAI JAIPUR AIRPORT

JAX JACKSONVILLE INTERNATIONAL AIRPORT

JNB O R TAMBO INTERNATIONAL AIRPORT

KEF REYKJAVIK KEFLAVIK INTERNATIONAL AIRPORT

KHN NANCHANG AIRPORT

KIM KIMBERLEY AIRPORT

KIN KINGSTON NORMAN MANLEY INTL AIRPORT

KIX OSAKA KANSAI INTERNATIONAL AIRPORT

KMG KUMING CHANGSHUI INTL AIRPORT

KNO KUALA NAMU AIRPORT

KRK KRAKOW JOHN PAUL II INTL AIRPORT

KRS KRISTIANSAND AIRPORT

KUL KUALA LUMPUR INTERNATIONAL AIRPORT

LAX LOS ANGELES INTL AIRPORT

LCA LARNAKA INTERNATIONAL AIRPORT

LCG LA CORUNA AIRPORT

LCY LONDON CITY AIRPORT

LED ST PETERSBURG PULKOVO AIRPORT

LEI ALMERIA AIRPORT

LGA LAGUARDIA

LGK LANGKAWI AIRPORT

LGW LONDON GATWICK AIRPORT

LHR LONDON HEATHROW AIRPORT

LIN MILAN LINATE AIRPORT

LIS LISBON PORTELA AIRPORT

LKO LUCKNOW AIRPORT

LPA GRAN CANARIA AIRPORT

LPL LIVERPOOL JOHN LENNON AIRPORT

Code Name

LYS LYON SAINT EXUPERY AIRPORT

MAA CHENNAI INTERNATIONAL AIRPORT

MAD MADRID BARAJAS AIRPORT

MAH MENORCA AIRPORT

MAN MAG-MANCHESTER INTERNATIONAL AIRPORT

MBA MOMBASA MOI INTL AIRPORT

MCT MUSCAT SEEB INTERNATIONAL AIRPORT

MED PRINCE MOHAMMAD BIN ABDULAZIZ INTL AIRPORT

MEL MELBOURNE AIRPORT

MFM MACAU AIRPORT

MHD Mashhad International Airport

MJV MURCIA AIRPORT

MLA MALTA INTERNATIONAL AIRPORT

MLE MALE AIRPORT

MLN MELILLA AIRPORT

MRS MARSEILLE PROVENCE AIRPORT

MRU MAURITIUS AIRPORT

MSP MINNEAPOLIS INTERNATIONAL AIRPORT

MTY MONTERREY MARIANO ESCOBEDO AIRPORT

MUC MUNICH INTERNATIONAL AIRPORT

MXP MILAN MALPENSA AIRPORT

MZT MAZALTAN AIRPORT

NAP NAPLES CAPODICHINO AIRPORT

NAS NASSAU INTERNATIONAL AIRPORT

NBO NAIROBI JOMO KENYATTA INTLAIRPORT

NCE NICE AIRPORT

NGO NAGOYA CHUBU CENTRAIR INTLAIRPORT

NKG NANJING AIRPORT

NRT TOKYO NARITA AIRPORT

NTL NEWCASTLE AIRPORT

OOL GOLD COAST AIRPORT

OPO PORTO FRANCISCO SÁ CARNEIRO AIRPORT

ORY PARIS ORLY AIRPORT

OSL OSLO AIRPORT

OTP BUCHAREST OTOPENI AIRPORT

OVD ASTURIAS AIRPORT

PDG MINANGKABAU AIRPORT

PDL PONTA DELGADA NORDELA AIRPORT

PEK BEIJING CAPITAL INTL AIRPORT

PEN PENANG INTERNATIONAL AIRPORT

PER PERTH AIRPORT

PFO PAPHOS INTERNATIONAL AIRPORT

PHL PHILADELPHIA INTL AIRPORT

PIT PITTSBURGH INTERNATIONAL AIRPORT

PKU PEKANBARU AIRPORT

PLM PALEMBANG AIRPORT

PLZ PORT ELIZABETH AIRPORT

PMI PALMA MALLORCA SON SANT JOAN AIRPORT

PNA PAMPLONA AIRPORT

PNH PHNOM PENH AIRPORT

PNQ PUNE AIRPORT

PNR POINTE NOIRE AIRPORT

POM JACKSONS AIRPORT

POP GREGORIO LUPERON INTL AIRPORT

POS PORT OF SPAIN PIARCO INTL AIRPORT

PRG PRAGUE AIRPORT

PTY TOCUMEN INTERNATIONAL AIRPORT

PUJ PUNTA CANA AIRPORT

PVG SHANGHAI PU DONG AIRPORT

PWM PORTLAND INTL JETPORT

REP SIEM REAP AIRPORT

REU REUS AIRPORT

RGN YANGON INTL AIRPORT

RIX RIGA INTL AIRPORT

RUH KING KHALID RIYADH AIRPORT

SAN SAN DIEGO INTERNATIONAL AIRPORT

SAP SAN PEDRO SULA AIRPORT

SAT SAN ANTONIO INTERNATIONAL AIRPORT

SCL Arturo Merino Benítez International Airport

SCQ SANTIAGO DE COMPOSTELA AIRPORT

SDQ SANTO DOMINGO LAS AMERICAS AIRPORT

Code Name

SDR SANTANDER AIRPORT

SEA SEATTLE/TACOMA INTERNATIONAL AIRPORT

SFO SAN FRANCISCO INTERNATIONAL AIRPORT

SHA SHANGHAI HONGQIAO AIRPORT

SHE SHENYANG TAOXIAN AIRPORT

SIN SINGAPORE CHANGI AIRPORT

SJC SAN JOSE INT AIRPORT

SJO SAN JOSE JUAN SANTAMARIA AIRPORT

SJW Shijiazhuang Zhengding International Airport

SKP SKOPJE AIRPORT

SLC SALT LAKE CITY INTL AIRPORT

SLL SALALAH AIRPORT

SOU SOUTHAMPTON AIRPORT

SPC SANTA CRUZ DE LA PALMA AIRPORT

STL ST LOUIS LAMBERT INTL AIRPORT

STN MAG-LONDON STANSTED AIRPORT

SUB SURABAYA AIRPORT - JUANDA

SVG STAVANGER AIRPORT

SVO MOSCOW SHEREMETYEVO AIRPORT

SVQ SEVILLE AIRPORT

SXF BERLIN SCHONEFELD AIRPORT

SXR SRINAGAR AIRPORT

SYD SYDNEY KINGSFORD SMITH AIRPORT

SYX SANYA AIRPORT

SZX SHENZHEN AIRPORT

TAO QINGDAO INTERNATIONAL AIRPORT

TFN TENERIFE NORTE AIRPORT

TFS TENERIFE SUR AIRPORT

TLS TOULOUSE-BLAGNAC AIRPORT

TLV TEL AVIV BEN GURION INTERNATIONAL AIRPORT

TOS TROMSO AIRPORT

TPA TAMPA INTERNATIONAL AIRPORT

TPE TAIWAN TAOYUAN INT AIRPORT

TRD TRONDHEIM AIRPORT

TRN TURIN AIRPORT

TRV THIRUVANANTHAPURAM AIRPORT

TSN TIANJIN AIRPORT

TSV TOWNSVILLE AIRPORT

TUN TUNIS CARTHAGE INTL AIRPORT

TXL BERLIN TEGEL AIRPORT

UIO QUITO AIRPORT

UPG UJUNG PANDANG MAKASAR AIRPORT

UTN UPINGTON AIRPORT

VDE VALVERDE AIRPORT

VGO VIGO AIRPORT

VIE VIENNA INTERNATIONAL AIRPORT

VLC VALENCIA AIRPORT

VLL VALLADOLID AIRPORT

VNO VILNIUS INTL AIRPORT

WLG WELLINGTON AIRPORT

WUH WUHAN AIRPORT

XIY XI'AN XIANYANG INTL AIRPORT

XRY JEREZ DE LA FRONTERA AIRPORT

YEG EDMONTON INTERNATIONAL AIRPORT

YHZ HALIFAX INTERNATIONAL AIRPORT

YLW KELOWNA AIRPORT

YOW OTTAWA MCDONALD CARTIER INTL AIRPORT

YQB QUEBEC CITY JEAN LESAGE INTL AIRPORT

YQM GREATER MONCTON INTERNATIONAL AIRPORT

YQR REGINA AIRPORT

YTZ BILLY BISHOP TORONTO AIRPORT

YUL MONTREAL P. ELLIOTT TRUDEAU INTL AIRPORT

YWG WINNIPEG INTERNATIONAL AIRPORT

YXE SASKATOON AIRPORT

YYJ VICTORIA INTERNATIONAL AIRPORT

YYT ST JOHN'S AIRPORT

YYZ TORONTO LESTER B PEARSON INTL AIRPORT

ZAG ZAGREB AIRPORT

ZAZ ZARAGOZA AIRPORT

ZRH ZURICH AIRPORT

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STL – Airport Performance


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STL – Airport PerformanceNumber of Respondents

9© 2017 ACI

Base

Overall

Satisfaction

Total 2770

Business (1) 1091

Leisure (1) 1369

Other (1) 310

Access

Ground transportation to/from airport 1436

Parking facilities 671

Value for money of parking facilities 644

Availability of baggage carts/trolleys 757

Check-in

Waiting time in check-in queue/line 2258

Efficiency of check-in staff 2228

Courtesy and helpfulness of check-in staff 2208

Passport

Waiting time at passport/personal ID

inspection35

Courtesy and helpfulness of inspection staff 34

Security

Courtesy and helpfulness of security staff 2376

Thoroughness of security inspection 2421

Waiting time at security inspection 2461

Feeling of being safe and secure 2519

Finding Your

Way

Ease of finding your way through airport 2791

Flight information screens 2665

Walking distance inside the terminal 2786

Ease of making connections with other flights 439

Base

Airport

Facilities

Courtesy and helpfulness of airport staff 2305

Restaurant/Eating facilities 2012

Value for money of restaurant/eating

facilities1986

Availability of bank/ATM facilities/money

changers626

Shopping facilities 1269

Value for money of shopping facilities 1177

Internet access/Wi-Fi 1382

Business/Executive lounges 385

Availability of washrooms/toilets 2575

Cleanliness of washrooms/toilets 2499

Comfort of waiting/gate areas 2740

Airport

Environment

Cleanliness of airport terminal 2804

Ambience of the airport 2739

Airport

Arrivals

Passport/ID inspection 1336

Speed of baggage delivery 1335

Customs inspection 618

In 2016, 2848 questionnaires were collected at STL

Notes:

(1) Q7 “Overall Satisfaction” is filtered by Q4 “Main Reason for this air trip”.

Responding to all questions is not mandatory, the number of respondents

could be different for each item and it could be lower than the total number of

completed questionnaires.

Bases with less than 30 respondents are highlighted in light grey. This

boundary n<30 is only a rule of thumb frequently used in statistics to delimit

“Small Samples”.

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4.093.90

4.224.184.22

4.093.88

3.483.79

4.314.424.42

4.074.06

4.264.27

4.184.32

4.434.41

4.314.44

4.343.72

3.273.70

3.533.08

2.983.37

4.123.98

3.85

4.133.86

4.153.65

4.02

Overall SatisfactionBusiness

LeisureOther*

Leisure & Other

Ground transportationParking

VFM: Parking facilitiesBaggage carts/trolleys

Check-in waiting timeEfficiency of staff

Courtesy of check-in staff

Inspection waiting timeCourtesy of inspection staff

Courtesy of security staffThoroughness

Security waiting timeSafe/secure feeling

Ease of finding wayFlight info screensWalking distance

Ease of connections

Courtesy of airport staffEating facilities

VFM: Eating facilitiesAvailability Bank/ATM/exchange

Shopping facilitiesVFM: Shopping facilities

Internet / Wi-FiBusiness/Executives Lounges

Availability of washroomsCleanliness of washrooms

Comfort of waiting/gate areas

Terminal cleanlinessAirport Ambience

Passport inspectionBaggage delivery speed

Customs inspection

STL – Airport PerformanceFocus on 2016 – Mean Scores by Rated Item

10

Overall

Satisfaction

Access

Check-in

Passport

Control

Security

Finding Way

Airport

Facilities

Airport

Environment

Arrivals

Services

© 2017 ACI

* Other may include Education, Family visit, Religious events, etc.

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4.09

3.81

4.10

3.90

4.22

4.18

4.13

4.11

3.87

4.02

4.12

Overall Satisfaction

International

Domestic

Business

Leisure

Other*

Connecting

Not Connecting

1st Class

Business Class

Economy Class

STL – Airport PerformanceFocus on 2016 – Mean Scores by Segment

11

n = 1749

n = 476

n = 318

n = 1409

n = 2809

n = 39

n = 2770

Base

A

B

C

D

E

F

G

H

I

J

n = 1121

n = 2443

n = 236

n = 84

C

C

H

A

Notes:

“*X” letter designations indicate that the segment’s performance is higher than the segment identified by the letter at a statistically significant level (95%).

Base is Respondents providing a valid response


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4.09

3.87

4.38

4.07

4.26

4.39

3.74

4.00

3.92

Overall Satisfaction

Access

Check-in

Passport/Personal ID Control

Security

Finding Way

Airport Facilities

Airport Environment

Arrivals Services

STL – Airport PerformanceFocus on 2016 – Mean Scores by Category

12

n = 1709

n = 2826

n = 2835

n = 2833

n = 2581

n = 36

n = 2313

n = 1777

n = 2770

Base

Notes:

Responding to all questions is not mandatory, the number of respondents could be different from one category to another.

To calculate the mean score within a category, each item has been considered with the same importance


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76%

73%

67%

89%

58%

429

277

154

163

118

157

235

214

215

123

86

97

174

152

175

Waiting time in check-inqueue/line

Waiting time at securityinspection

Cleanliness ofwashrooms/toilets

Ease of finding your waythrough airport

Comfort of waiting/gateareas

1st most important 2nd most important 3rd most important

STL– Airport PerformanceTop 5 Most Important Items – Satisfied Passengers

13

TOP 5 Most Important ItemsAmong Q8 respondents Among Q7 respondents

82%

78%

72%

87%

64%

Satisfied Passengers

Scores 4 + 5

(Excellent+

Very Good)

Basen = 2297

Notes:

Top 5: from Q8: “Which of the items listed in Question 7 are the 1st / 2nd / 3rd most important to you at this airport?”

The figures represent the number of respondents who mention the item.

Satisfied Passengers are among the respondents who mention the item as important at Q8.

Satisfied Passengers among the respondents to Q7 items “Based on your experience today, please rate this airport on each service item”.


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4.01 4.04 4.10 4.08 4.14 4.12 4.07 4.074.14

4.03 4.09 4.11 4.05 4.10 4.09

Q1 2014 Q2 2014 Q3 2014 Q4 2014 Q1 2015 Q2 2015 Q3 2015 Q4 2015 Q1 2016 Q2 2016 Q3 2016 Q4 2016 2014 2015 2016

141125 117

131 122 125137 135

119

165150 155

132 136152

Rank

STL – Airport PerformanceTrend Over Time – Overall Satisfaction Mean Score and Rank

14

Overall Satisfaction with the Airport

Notes: The ranking is based on all ASQ participating airports for each quarter

Q7. Overall Satisfaction with the airport


255 246 251 254 258 261 261 256 261 262 266 283 268267 284# of Airports

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141125 117

131 122 125137 135

119

165150 155

132 136152

Rank

28% 30%36% 34% 36% 37% 34% 32% 36% 33% 33% 35% 32% 35% 34%

47% 48%42% 43%

45% 39% 43% 46%45%

42% 46% 44%45% 43% 44%

0.3% 0.4% 0.6% 0.1% 0.4% 0.3% 0.3% 0.4% 0.3% 0.3% 0.4% 0.7% 0.4% 0.3% 0.4%

Q1 2014 Q2 2014 Q3 2014 Q4 2014 Q1 2015 Q2 2015 Q3 2015 Q4 2015 Q1 2016 Q2 2016 Q3 2016 Q4 2016 2014 2015 2016

5 - Excellent 4 - Very good 1 - Poor

STL – Airport PerformanceTrend Over Time – Overall Satisfaction Distribution and Rank

15

Overall Satisfaction with the Airport

Notes: The ranking is based on all ASQ participating airports for each quarter

Q7. Overall Satisfaction with the airport


255 246 251 254 258 261 261 256 261 262 266 283 268267 284# of Airports

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4.05

4.21

4.054.10 4.09 4.104.09

3.81

4.104.14

4.224.14

4.03

3.60

4.044.09

3.75

4.094.11

3.70

4.11

Total International Domestic

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2014 2015 2016 Q1/2016 Q2/2016 Q3/2016 Q4/2016

STL – Airport PerformanceTrend Over Time – Destination

16

2792 2766 2770 692 703 14 50 39 9 10 2832 2788 2809 709 706

Notes:

Historical data for Leisure and Other are not available before 2015: “Other” was systematically coded as “Leisure”.

Responding to all questions is not mandatory, the number of respondents could be different for each item



Base 684 691 10 10 696 698

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3.91

4.17

3.98

4.21

4.094.19

3.90

4.224.18 4.22

3.97

4.334.22

4.30

3.86

4.13 4.12 4.12

3.89

4.174.24

4.18

3.88

4.30

4.15

4.27

Business Leisure Other* Leisure & Other

Me

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2014 2015

94

STL – Airport PerformanceTrend Over Time – Overall Satisfaction – Main Reason for Trip

17

1256 1185 1091 326 251 289 1536 1581 1679 366 452

Notes:

Historical data for Leisure and Other are not available before 2015: “Other” was systematically coded as “Leisure”.

Responding to all questions is not mandatory, the number of respondents could be different for each item



Base 358229 285 387 335 68 71 455 4063101369 771320 261

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STL – Airport PerformanceTrend Over Time – Access

18

4.06

3.83

3.41

3.72

4.11

3.91

3.51

3.82

4.09

3.88

3.48

3.79

4.16

3.95

3.47

3.84

4.12

3.88

3.41

3.75

4.09

3.86

3.54

3.70

3.99

3.84

3.47

3.87

Ground transportation Parking VFM: Parking facilities Availability of baggagecarts/trolleys

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2014 2015 2016 Column1 Q1/2016 Q2/2016 Q3/2016 Q4/2016

1436 362 361 362 351 671 173 166 197 135 644 172 157 185 130 757 170 173 222 192

Notes: Responding to all questions is not mandatory, the number of respondents could be different for each item

Q7: “Based on your experience today, please rate this airport on each service item”


Base 15371324 657841 634815 787711

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4.25

4.38 4.40

4.27

4.38 4.384.31

4.42 4.424.34

4.47 4.44

4.21

4.33 4.364.344.41 4.394.38

4.48 4.49

Check-in waiting time Efficiency of check-in staff Courtesy of check-in staff

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2014 2015 2016 Q1/2016 Q2/2016 Q3/2016 Q4/2016

STL – Airport PerformanceTrend Over Time – Check-in

19

Base 2258 558 577 568 555 2228 548 580 558 542 2208 553 568 552 5352025 2347 22901957 22871942




• • •

(C) 2017 ACI

., , •

• ASD Alrwt Se-vi:c Uu<l>ty

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3.92

4.154.25

4.164.07 4.06

4.22

4.00

3.56

4.134.10 4.10

4.57

4.00

Inspection waiting time Courtesy of inspection staff

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2014 2015 2016 Q1/2016 Q2/2016 Q3/2016 Q4/2016

STL – Airport PerformanceTrend Over Time – Passport / ID Control

20

Base 35 9 9 10 7 34 9 8 10 713 323213





• • • •

(C) 2017 ACI

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4.20 4.244.16

4.294.21 4.23

4.16

4.284.26 4.274.18

4.324.30 4.33

4.20

4.38

4.16 4.17

4.00

4.234.28 4.28 4.26

4.324.30 4.314.25

4.35

Courtesy of security staff Thoroughnessof inspection

Security waiting time Feeling of being safe/secure

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2014 2015

STL – Airport PerformanceTrend Over Time – Security

21

Base 2376 594 608 581 593 2421 602 614 595 610 2461 619 620 605 617 2519 625 640 626 62824752403 25122474 25362508 25642539




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4.37 4.364.30 4.28

4.41 4.424.32

4.414.43 4.414.31

4.444.48 4.474.38

4.52

4.40 4.374.27

4.404.40 4.38

4.26

4.384.43

4.394.34

4.47

Ease of finding waythrough airport

Flight info screens Walking distanceinside terminal

Ease of making connections

Me

an

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2014 2015

STL – Airport PerformanceTrend Over Time – Finding Your Way

22

Base 2791 704 703 685 699 2665 670 671 662 662 2786 703 703 681 699 439 126 99 106 10827712763 26072633 27832753 403505




ar, • ASD Airwt Se-vi:c Uu<l>ty

(C) 2017 ACI

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4.29

3.75

3.28

3.65

4.31

3.80

3.32

3.67

4.34

3.72

3.27

3.70

4.40

3.77

3.35

3.86

4.30

3.68

3.22

3.49

4.28

3.67

3.18

3.73

4.38

3.76

3.33

3.69

Courtesy of airport staff Eatingfacilities

VFM: Eatingfacilities

Availability of bank/ATM/exchange

Me

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2014 2015

STL – Airport PerformanceTrend Over Time – Airport Facilities (1/3)

23

Base 2305 568 582 585 570 2012 510 506 494 502 1986 503 506 482 495 626 160 130 169 16723002310 20001962 19591930 566516




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3.57

3.07

2.85

3.36

3.59

3.13

2.87

3.33

3.53

3.08

2.98

3.37

3.57

3.10

2.94

3.19

3.51

3.08

2.86

3.29

3.51

3.022.93

3.483.54

3.14 3.17

3.47

Shoppingfacilities

VFM: Shopping facilities Internetaccess/WiFi

Business/ExecutiveLounges

Me

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2014 2015


24

Base 1269 317 312 334 306 1177 280 290 318 289 1382 336 333 359 354 385 87 83 102 11312071166 11351082 13321274 372357




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4.12

3.98

3.82

4.16

4.05

3.87

4.12

3.98

3.85

4.154.06

3.89

4.10

3.97

3.77

4.12

3.923.83

4.12

3.973.92

Availability ofwashrooms

Cleanliness of washrooms Comfort of waiting/gate areas

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2014 2015 2016 Q1/2016 Q2/2016 Q3/2016 Q4/2016


25

Base 2575 634 643 652 646 2499 623 614 638 624 2740 688 689 683 68025232503 24592446 27202705




tl~~ • ASD Alrwt Se-vi:c Uu<l>ty

• • • •

(C) 2017 ACI

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4.11

3.82

4.14

3.85

4.13

3.86

4.20

3.90

4.06

3.82

4.11

3.83

4.17

3.88

Terminal Cleanliness Ambience of the airport

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2014 2015 2016 Q1/2016 Q2/2016 Q3/2016 Q4/2016

STL – Airport PerformanceTrend Over Time – Airport Environment

26

Base 2804 703 709 697 695 2739 693 688 676 6822738 275727972777




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4.17

3.78

4.02

4.14

3.68

4.01

4.15

3.65

4.02

4.14

3.61

4.084.16

3.56

3.90

4.10

3.65

4.00

4.20

3.81

4.08

Passport Inspection Speed of baggage delivery Customs inspection

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2014 2015 2016 Q1/2016 Q2/2016 Q3/2016 Q4/2016

STL – Airport PerformanceTrend Over Time – Arrivals Services

27

Base




1336 344 337 327 328 1335 342 344 335 314 618 147 146 171 1541288 1333 13861263 623588


• • • •

(C) 2017 ACI

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28© 2017 ACI

AIRPORTS COUNCIL INTERNATIONAL

ASO Airport Service Quality

• www.act.aero © 2017 ACI

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Passenger Satisfaction Report FRA – Airport Performance · Questions related to the passenger...

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