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WINDSOR LOCKS, Conn. (March 16, 2009) – In a continuing effort to enhance the customer experience at Bradley International Airport, state officials asked visitors traveling through New England’s second-largest airport, “How are we doing?” The airport’s Office of Marketing & Route Development utilized three student interceptors or surveyors from Quinnipiac University and Central Connecticut State University to interview over 900 travelers – approximately half male and female – as they were both arriving and departing. The interviews were conducted during the week of January 12-16, 2009. This survey was part of Bradley’s Board of Directors’ mandate to implement a Customer Service Enhancement Program.
Approximately half or more of those interviewed believe check-in, security, friendliness and overall cleanliness of the airport is excellent. The highest ratings are given to check-in by 63 percent of the respondents; 56 percent rank security excellent; 54 percent consider the friendliness of airport employees also excellent; and 48 percent rated the airport the same highest score in overall cleanliness.
As for bathrooms, another important factor in a traveler’s airport experience, 76 percent rated restrooms from good to excellent, while 91 percent of survey participants also believe access to information ranges from good to excellent.
“The State of Connecticut has devoted countless hours and millions of dollars to enhancing the overall Bradley experience to make air travel as enjoyable as possible. This survey indicates that we’re on the right track and is a testament to the dedication of every airport employee including our public and private sector partners such as the TSA, Connecticut State Police and the airlines,” said DOT Commissioner Joseph F. Marie.
When Bradley visitors traveling on either business or pleasure were asked to describe the airport, they most frequently used words such as “convenient,” “easy” and “efficient.” Specific comments included:
v “We are very spoiled having such an easy-to-use airport right in our own backyard.”
v “During the security clearing line, TSA personnel were very friendly, helpful, and focused on the task and service excellence. A pleasure.”
v “Everything was very simple to locate. My first time flying without a parent actually was rather simple.”
v “I like flying out of Bradley because it’s easy and convenient compared to flying out of New York airports; skip the traffic.”
v “Thank goodness small airports still exist.”
Overall, those participating in the survey appreciated the free Wi-Fi, rocking chairs, leather lounge area, classical music, and occasional live entertainment.
Adds Kiran Jain, director of marketing and route development, “We’re always striving to take the airport experience up a notch or two. These surveys – a first using outside interceptors – provide us with a valuable report card that points to areas of improvement for the future. In economically challenging times, the last thing we want travelers to worry about is getting in and out of their airport in a timely and positive fashion.”
About Bradley International Airport
Bradley International Airport is the second largest in New England and serves an extensive geographic area – its customer base covers the entire Northeast including Western Massachusetts, New York and New Jersey. Nonstop flights will resume between Bradley and Amsterdam, via Northwest Airlines, effective June 3, 2009. The service will operate five times weekly.
According to the most recent economic impact analysis, Bradley contributes $4 billion in economic activity to the state of Connecticut and the surrounding region, representing $1.2 billion in wages and 18,000 full-time jobs. (www.bradleyairport.com).
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