Budapest Airport Receives Excellent Ratings

The developments implemented at Ferenc Liszt International Airport have resulted in a clearly perceptible increase in service quality – this is the conclusion from the international passenger satisfaction survey (ASQ) carried out during the last quarter of 2020. 

As part of the survey, travelers rated the services used at the airport, based on 37 different criteria, and the scores registered during the last quarter of 2020 confirm the EUR 167 million development package of the past two years.

Every quarter, the ASQ survey is the most important indicator for Budapest Airport, the management company of Ferenc Liszt International Airport of the Hungarian capital, as it reflects the developments implemented by the airport operator and the quality of passenger services directly, based on ratings from travelers. Budapest Airport therefore decided to carry out the satisfaction survey in 2020 as well, affording an opportunity for passengers to provide feedback about their impressions of the airport environment.

Budapest Airport says it spent EUR 74 millionin 2020 alone on airport developments, the vast majority of which affected passenger services, the terminal infrastructure and the airport environment, and the amount spent on developments over the past two years reaches EUR 167 million. These developments are clearly visible on the results of the survey, implemented by an independent service provider; the general satisfaction level of respondents during the last quarter of 2020 reached 4.17 points, which is excellent. The score given for the general ambience of the termi nal was much higher in the fourth quarter of 2020, 4.09, compared to 3.79 in the same period of 2019.

The passenger information system and wayfinding at the terminal were also rated higher than 4 on a scale of one to five, with the wayfinding signs revamped last year and the newly introduced displaying of waiting time and walking distance contributing to this. The highest rated criteria include the thoroughness of security screening, the helpfulness of staff and the feeling of safety and security. The score given for restrooms also improved considerably from 2019. Budapest Airport implemented significant expansions in this respect over the past years, whereby bathroom capacity increased by 75%.