Media

30 January 2014: The Irish Aviation Authority’s (IAA) customer satisfaction rating has hit an all-time high and achieved a customer satisfaction score of 90.94%, according to figures published today in the Customer Care Report 2013. The score for 2013 is up from 90.80% in 2012.

Tony Merrigan, Head of Customer Relations said ‘The IAA prides itself on being a safe, innovative, and highly cost-efficient provider of air navigation services. We are committed to the development and maintenance of strong, value-driven relationships with our airline customers. Core to this ethos is the aim to meet customers’ needs and future expectations. The Customer Care Report enables us to do this and steers the development and enhancement of our services. We are very grateful for the support and assistance of all our airline customers ’.

The annual Customer Care Report serves as an invaluable consultation tool for the IAA with its customers. The survey process is designed to capture the concerns and satisfaction levels of participating airlines. The findings are then used by the IAA to inform the development of specific services with a view to meeting or exceeding the customers’ demands.

The IAA has conducted customer surveys annually since 2007 and covers such categories as Safety; service delivery and operational efficiency; financial cost effectiveness; customer communications and relations; and innovation and continuous improvement. 25 airlines took part in this year’s survey, more than any previous year, including United Airlines, American Airlines, US Airways, British Airways, Air France, Ryanair, Aer Lingus, Virgin and Lufthansa.

Click here to view the IAA Customer Care Report 2013

*Please note that some pages containing confidential feedback have been removed.

For media enquiries, contact:
Tony Lane,
Communications Executive
Irish Aviation Authority
Tel: +353 1 603 1199
Mob: +353 86 7911864