the passenger experience
Our objectives remain unchanged: to work constantly toward emulating the airports with the most efficient commercial operations in the world and to increase commercial revenues per passenger.
Our objectives have not changed: we are still working tirelessly to offer the best possible service to our clients, chief among them the airlines and our passengers, during the time they spend in our airports. Operations efficiency in an airport helps provide people with an enjoyable travel experience, and we are convinced that this makes an important contribution to how our clients perceive their journey when travelling through our facilities.
The ASUR service starts right at the terminal curbside and concludes when the plane takes off, or from the moment the plane is about to land until the time when the passenger leaves the airport along the access road. It is important to note that on most occasions, our staff members do not interact directly with the passenger on this journey; however, this does not diminish our commitment to offering service excellence, and we work closely with all the service providers and authorities that take part directly in the different stages of a passenger’s transit through our airports in order to guarantee the highest possible standards in arriving, departing and everything in between.
At ASUR, we take care to provide an excellent service, and to do this we carefully analyze what goes on in each area of our infrastructure. We hire specialized companies to carry out detailed studies of both overall quality levels as well as individual elements; we focus on the service provided in each of our airports and in each stage of the travel process, and take action accordingly. In 2008, ASUR’s airports were proud to receive excellent scores in the results of the world ASQ (Airport Service Quality) survey, performed by the Airports Council International, where we were ranked against a sample of more than 120 airports worldwide. We have even outranked some of Europe’s privatized airports, which we know to have excellent standards.
Passengers’ demands and needs change continuously, at different times of the year, within a given airport and even for a single individual. Travelers are sometimes businessmen and women and at other times may be part of a couple celebrating an anniversary or a group of people enjoying a family vacation. We know that each of these moments is unique and unrepeatable, and therefore the needs that arise from them are different. We work hard to try to ensure that these needs are covered at all times, from both an operations perspective and from the point of view of our commercial services, with the aim of achieving an excellent travel experience overall.