Malindi Airport has been named the Overall Winner at the inaugural Kenya Airports Authority (KAA) Airport Service Quality (ASQ) Awards, a prestigious event held at the Ocean Beach Resort and Spa in Malindi on Thursday. This recognition highlights the airport’s dedication to delivering exceptional customer service and operational excellence.
The KAA ASQ Awards, launched last year, aim to acknowledge 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 underscores the airport’s commitment to enhancing the passenger experience in critical areas such as facility quality, staff motivation, passenger processing efficiency, ambience, cleanliness, and retail offerings.
Consumer feedback plays a pivotal role in the ASQ Awards, with insights gathered through Airport Service Quality Surveys. These surveys not only provide a measure of current performance but also guide airports in planning strategic improvements. KAA conducts quarterly ASQ surveys at major hubs like Jomo Kenyatta International Airport (JKIA) and Moi International Airport (MIA), complemented by bi-annual surveys across all KAA-managed airports.
This year’s awards also saw the introduction of the Environmental Sustainability Award, aimed at promoting efficient resource use and encouraging practices to mitigate noise and air pollution, while supporting biodiversity through afforestation and effective waste management.
Henry Ogoye, KAA’s Acting Managing Director, expressed the organization’s commitment to enhancing customer experience, stating, “Our strategic objectives aim to elevate customer experience to an average index of 4.3 out of 5.0, a target we are determined to achieve through innovation and excellence in service delivery.” He encouraged a competitive spirit among airports to drive service excellence and exceed expectations.
Other notable awards 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
KAA remains focused on fostering an environment that values customer feedback as a tool for continuous improvement. The ASQ Awards are part of a broader initiative that includes the KAA Mystery Shopping Awards and the Aviation Business Excellence Awards (ABEA), all designed to reward high-performing airport staff and businesses.
This recognition not only celebrates the achievements of individual airports but also reinforces KAA’s commitment to enhancing service delivery across its facilities, setting a new benchmark for excellence in Kenya’s aviation sector.