Frankfurt Airport rated Germany’s best airport for customer satisfaction

Posted: 24 October 2013 | Fraport AG | No comments yet

“Service Champion” Gold ranking underscores success of Fraport’s Great to Have You Here! quality service program…

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Fraport AG continues to build customer satisfaction for passengers using its Frankfurt Airport (FRA) hub. The latest results of Germany’s Service Champions survey give FRA the highest rating among the nation’s major airports. Furthermore, the “Service Champion Gold” honor has been achieved because of Fraport’s ranking among the Top 150 service companies in Germany. Based on more than one million customer ratings for 1,500 companies that represent 180 industries, the Service Champions is Germany’s largest customer-satisfaction survey. This survey is conducted by ServiceValue, a market-research company, in cooperation with Goethe University of Frankfurt am Main and the Die Welt newspaper.

“The leap into the Top 150 and the number one ranking in our industry category is the result of Fraport’s ongoing investment in service offerings at Frankfurt Airport,” said Thomas Kirner, Fraport AG’s head of service quality. “Fraport’s commitment includes the Great to Have You Here quality service program, which we launched several years ago to make departing and transferring at Frankfurt Airport faster and more comfortable. This has been positively received by our passengers,” added Kirner.

Some of the most important new service offerings introduced in FRA’s passenger terminals in the past few years include the new relaxation zones for adults and spacious playgrounds for children to help make the time spent at the airport more comfortable and enjoyable. New smoking lounges benefit all passengers, by creating a relaxing enclosed area for travelers to enjoy a cigarette without disturbing smokers.

Various online services are particularly important for FRA’s international passengers. They can access via the airport’s Web site services ( such as the Airport Guide and Transfer Guide in eleven languages. The FRA Airport App for smart phones is now available for downloading in in English, German as well as Chinese. This handy electronic guide helps passengers to navigate the airport and to take advantage of the wide range of facilities at the Frankfurt global aviation hub. Another Fraport innovation is the so-called “Personal Shoppers” service. These specially-trained Personal Shoppers help passengers from China and Russia in their own language with useful shopping tips and airport information. They even escort travelers through the security channels to the flight departure gates.

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