Malindi Airport was named the Overall Winner at the Kenya Airports Authority (KAA) Airport Service Quality (ASQ) Awards during a prestigious ceremony at the Ocean Beach Resort and Spa in Malindi. The award highlights the airport’s dedication to exceptional customer service and operational excellence, solidifying its place as a leader in Kenya’s aviation sector.
The KAA ASQ Awards, launched last year, are designed to recognize the best-performing airports managed by KAA. The accolades are based on a comprehensive Service Quality survey conducted across nine airports, measuring passenger satisfaction across various parameters, including facilities, staff performance, and overall ambiance.
Malindi Airport’s win comes after it scored an impressive overall satisfaction score of 3.86 out of 5.0. This score reflects the airport’s commitment to creating a positive passenger experience in key areas such as facility quality, cleanliness, passenger processing, and retail offerings.
“This award is a testament to the hard work and dedication of our staff,” said Malindi Airport Manager, who accepted the award on behalf of the team. “We are committed to continually improving the services we offer to our passengers and ensuring that every experience at Malindi Airport is a pleasant one.”
The ASQ Awards program emphasizes the importance of passenger feedback in shaping airport services. Feedback is collected through the Airport Service Quality Surveys, which are conducted quarterly at major airports like Jomo Kenyatta International Airport (JKIA) and Moi International Airport (MIA). Additionally, internal surveys are conducted bi-annually across all KAA-managed airports, including Malindi.
This feedback allows airports like Malindi to identify areas of improvement and implement strategic changes. For Malindi Airport, key enhancements have included investments in staff training, facility upgrades, and improved passenger processing times, all aimed at delivering a world-class experience.
Henry Ogoye, KAA’s Acting Managing Director, lauded Malindi Airport’s achievement, noting that the ASQ Awards align with the organization’s broader goals of elevating service standards across all its facilities. “Our strategic objectives aim to elevate customer experience to an average index of 4.3 out of 5.0, a target we are determined to achieve through innovation and excellence in service delivery,” Ogoye stated during the event.
This year’s ASQ Awards also introduced a new category: the Environmental Sustainability Award, aimed at encouraging airports to adopt eco-friendly practices. The award focuses on efficient resource use, noise and air pollution control, and promoting biodiversity through afforestation efforts and effective waste management. Manda Airport won the Environmental Sustainability Award, underscoring its efforts in reducing environmental impact while maintaining high operational standards.
Ogoye emphasized the importance of sustainability in KAA’s operations, stating, “As we look forward, let us challenge ourselves to exceed expectations and set new benchmarks for the global aviation industry. Together, with unity of purpose and clarity of vision, we will not only achieve our Corporate Customer Satisfaction Index target but also inspire others within the aviation sector.”
Beyond Malindi Airport’s overall win, the ASQ Awards also celebrated other airports for their unique contributions to the aviation sector. Kisumu International Airport was named the Most Enjoyable Airport, while Eldoret International Airport earned the Cleanest Airport award. Lamu-Manda Airport received the award for Most Dedicated Staff, and Moi International Airport was recognized as the Most Improved Airport for its efforts in infrastructure upgrades.
The awards ceremony highlighted KAA’s broader commitment to enhancing the passenger experience across all of its airports. Programs like the ASQ Awards, the KAA Mystery Shopping Awards, and the Aviation Business Excellence Awards (ABEA) are part of KAA’s strategic initiatives to reward high-performing staff and improve overall service quality.
Malindi Airport’s win at the ASQ Awards reflects KAA’s focus on fostering a competitive spirit among its airports, encouraging them to strive for service excellence. The recognition serves as a benchmark for the aviation sector in Kenya, demonstrating the importance of customer satisfaction and operational efficiency in driving growth and success.
As KAA continues to prioritize customer feedback and innovation, Malindi Airport’s achievement is expected to inspire other facilities to reach new heights in service delivery, ultimately enhancing Kenya’s reputation as a hub for aviation excellence.
“This award is not just about celebrating the achievements of one airport, but about setting a standard for all of us,” Ogoye concluded. “With a focus on customer satisfaction, sustainability, and innovation, we can make Kenya’s aviation industry a global leader.”
