"Pittsburgh airport still top gun in customer satisfaction"

Thursday, December 9, 2004

Airport still a top gun
By Mark Belko
The Pittsburgh (PA) Post-Gazette


You can't call Pittsburgh International Airport a hub anymore, but you can
call it the best airport in the United States.

Again.

Despite significant cutbacks by dominant carrier US Airways and the closing
of its commuter terminal, the airport still carried the day in the 2004 J.D.
Power and Associates passenger satisfaction survey.

For the second straight year, Pittsburgh International ranked first in the
United States among airports with 10 million to less than 30 million
passengers a year in the survey.

It also moved up one notch to second in the world behind Singapore's Changi
International.

"It's just another testament to the quality of the facility and the care
that's taken by the people that work here," said Kent George, executive
director of the Allegheny County Airport Authority, which runs Pittsburgh
International.

The recognition is particularly gratifying to airport officials in a year
that has seen US Airways slash more than 100 daily flights and downgrade
Pittsburgh from a hub to what it calls a "focus city." To compensate for the
lost flights, the airport closed its 25-gate commuter terminal and a portion
of one of four main concourses.

"The various airlines operating here or considering operating here don't
have to worry about customer satisfaction, cleanliness and efficiency when
they're coming to Pittsburgh," George said.

The J.D. Power survey was based on responses from more than 9,000 passengers
who flew between October 2003 and November 2004.

They were quizzed on issues like getting to the terminal, leaving the
airport, the check-in process, baggage claim, terminal facilities, security,
gate areas, concessions and immigration/customs control.

Pittsburgh, as in past years, scored very high in concessions because of the
Airmall shops and restaurants which have become extremely popular with
travelers for their variety and competitive pricing.

As for the practical implications of the ranking, George said airlines
ultimately will judge Pittsburgh on the local passenger traffic it produces.

But high scores on customer surveys can't hurt, he added.

"I think it's another reason why airlines would consider coming here," he
said.

As your favorite morning newspaper reported yesterday, Hooters Air announced
it is going to start flying into Pittsburgh International.

Just a coincidence?


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