Every quarter, the international passenger satisfaction survey on airport service quality (ASQ) is the most important indicator for Budapest Airport, as it enables travelers to provide feedback on passenger services. Budapest Airport therefore decided to carry out the satisfaction survey, as the minimum sample size requirement was reached, thus providing an opportunity for travelers to share their impressions of the airport environment in the third quarter of 2020.
The general satisfaction level of respondents reached 4.00 on a scale of 5; the airport last registered such a high satisfaction score in 2017. Some of the developments implemented in the past years affected passenger circulation areas; the score of 4.00 measured in the third quarter of 2020 fully confirms the continuous increase in the quality of passenger services and the airport environment.
Passengers awarded an outstandingly high score of over 4 points for the helpfulness and politeness of staff, the feeling of safety and security at the airport, the thoroughness of security screening and the cleanliness of restrooms. Based on the results of the survey, travelers consider lounges to be convenient and they also awarded an exceptionally high score for the cleanliness of the terminals.
These results echo the public opinion surveys conducted by the airport this year, where respondents characterized Ferenc Liszt International Airport as reliable, modern, well-organized and continuously developing.