Richard Pace, General Manger of Norwich International Airport responds to 2015 annual survey results
The feedback provided from NAPAG via their annual passenger survey is invaluable. It enables the management team at Norwich International Airport to have an independent and transparent view of the services and facilities we offer our customers and allows us to monitor and review our ongoing performance, address any key areas of concern and implement changes when required.
I am delighted to see that for the fourth year running the overall satisfaction rating of our airport has continued to rise with a steady upward trend from 90% of customers rating their airport experience as excellent, good or satisfactory in 2012 to achieving a 95% satisfaction rate overall in 2015. These results are testament to the dedication of NAPAG and our airport team and highlights the advantage of working together to create and provide a friendly and efficient experience for our customers. Of course there will always be areas where improvements can be made and we hope that by continuing to work closely with NAPAG we can address any concerns noted by our customers and continue to deliver improvements.
In terms of destination news, we are all thrilled that flights to Alicante, Malaga and Exeter will commence on 24th March 2016. The return of Spanish mainland sunshine flights after almost a decade is testament to the benefit of being part of the Regional & City Airport Group having been secured as part of a group partnership deal with Flybe. Alicante and Malaga have been at the forefront of our route development planning for a number of years and their return is especially rewarding as the wish for flights to mainland Spain has been a consistent key NAPAG survey finding. We are also pleased to see Cyprus once again being served from Norwich for summer 2016 with a weekly service into Paphos commencing 4th May. Route development is a major item on our agenda and we will continue to work hard to build on and enhance the flight offerings available to our customers.
In other news, I am excited to learn that NAPAG will be introducing new ways to complete their survey this year with electronic submission soon to be available in both the airport check-in concourse and departure lounge as well as online access via their freshly launched website www.napag.co.uk. These enhancements will allow NAPAG to review customer comments at more regular intervals throughout the year and feedback to us at the airport accordingly which will enable us to respond in a more timely fashion too.
I would like to take this opportunity to thank you for your continued loyal support of Norwich International Airport. Should you have any questions or queries regarding your journey through our airport please do not hesitate to speak with a member of our team who will endeavour to assist.