Oman Airports achieved its ambitious ‘Vision 2020’ with the announcement by Airports Council International (ACI) that Muscat International Airport ranked in 7th place worldwide in the 2019 ACI Best Airport Awards, recognising airports in the ‘15-25 million passengers’ category.
Salalah Airport, meanwhile, continued its progress, ranking 4th in the airport category of ‘under 2 million passengers’.
In 2015, Oman Airports set its sights on being among the top airports in the world as part of its role in the Sultanate’s overall renaissance. Consequently, the organisation devised a strategy defining a clear vision of reaching Top 20 airports by 2020. Within the same year, Oman Airports adopted ACI’s Airport Service Quality (ASQ) programme to be a measure of its services at both Muscat International Airport and Salalah Airport.
ASQ is ACI’s world’s leading and globally-recognised airport passenger service and benchmarking programme. The programme measures passengers’ satisfaction across 34 key performance indicators via surveys. This includes passenger touchpoints such as Access to the terminal, Check-in Experience, Passport Control, Security, Airport Facilities and Environment. Passengers are asked to rate their experience on a variety of features, including ambience, cleanliness and customer experience.
2016 served as a starting point for improvement with Muscat International Airport ranking 71st. The transfer to the new terminal building in 2018 then served as a launchpad for improvement in services. 2019 saw further progress and recognition in 7th place by ACI.
The new Salalah Airport terminal was inaugurated in 2015 with the airport starting in 9th place in the ASQ ranking category for under 2 million passengers per year. The airport has seen substantial improvements each year, and in 2019 it ranked in 4th place in the same category.
Oman Airports stated that this success would not have been achieved without the efforts of all stakeholders involved in improving services, in order to reach the goals set out within its vision and strategic plan.
Despite global challenges in the aviation sector, both Muscat International Airport and Salalah Airport’s rankings are incentives for investing in the future. Oman Airports currently manages 7 airports in the Sultanate, including Muscat International Airport, Salalah Airport, Suhar Airport, Duqm Airport, Qarn Alam Airport, Marmul Airport and Fahud airport.