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News Article - May 20, 2008

PHILADELPHIA INTERNATIONAL GETS HIGHEST CUSTOMER SATISFACTION RANKING  
  PHILADELPHIA--(BUSINESS WIRE)--Philadelphia International Airport (PHL) ranks highest among large airports in North America in overall customer satisfaction in J.D. Power and Associates’ 2008 North America Airport Satisfaction Study released on May 20th. PHL had an overall score of 690, which was 16 points above the segment average score for airports with at least 30 million passengers per year. “Customer service is one of the key areas that this Administration is focusing on,” said Mayor Michael A. Nutter. ”This achievement at our Airport is an example of what we hope to accomplish throughout the City.”

   “The Airport plays a major role in the region’s transportation network,” noted Rina Cutler, Deputy Mayor for Transportation and Utilities. “When the Airport exceeds customer expectations, it makes a positive impression on millions of visitors to our community each year.” Philadelphia International scored higher than 18 airports in the large airport segment. The study is based on responses from individuals who traveled by air during a period of several months. The respondents rated airports by answering nearly 30 questions in six factors: Airport accessibility, check-in/baggage check, security check, terminal facilities, food and retail services, and baggage claim. PHL achieved the highest index scores in terminal facilities and baggage claim. “This recognition by J.D. Power and Associates is a credit to thousands of airport workers in a variety of jobs,” said Charles Isdell, Acting Director of Aviation. “The passengers themselves have acknowledged that we are a customer-focused work force.”

Source - Buisness Wire



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