Rédaction Africa Links 24 with Wolondouka SIDIBE
Published on 2024-03-14 14:20:00
As the African Cup of Nations (CAN2025) and the World Cup (WC) approach, it cannot be denied that this ranking has come at the right time because both events require sustained, dense, and above all quality air shuttle services.
The distinctions received by Casablanca Mohammed V Airport and Marrakech-Menara International Airport are therefore highly valuable. However, this poses another challenge for the National Airports Office (ONDA), tasked with raising the country’s other airports to a higher level. On this front, significant efforts have been made throughout the national territory, as Morocco’s investments in road, rail, and airport infrastructure over the past 20 years amount to nearly USD 40 billion.
The ASQ/ACI survey is a result of these efforts. Casablanca Mohammed V Airport, distinguished for the second consecutive year, reflects Morocco’s ambition to be a leader in international service. For 2023, it was ranked as the “Best airport in Africa in its category”, “Airport with the most dedicated staff in Africa”, and “Airport in Africa with the easiest journey”. For the first time, it also claimed the titles of “Most pleasant airport in Africa” and “Cleanest airport in Africa”.
As for Marrakech-Menara Airport, making its debut in this international ASQ/ACI ranking, it was awarded the title of “Best airport in Africa in its category”, “Airport in Africa with the easiest journey”, and “Cleanest airport in Africa”. Both of these Moroccan airports fall into the category of airports welcoming between 5 and 15 million passengers per year.
**Continuous improvement approach**
For professionals, these awards attest to the ongoing commitment of the National Airports Office (ONDA) teams and their partners to meet the growing needs of passengers. They are part of a continuous improvement approach to service quality, in line with the ONDA’s “Envol 25” transformation plan.
Furthermore, it should be noted that these distinctions are awarded annually by ACI to the best airports based on ASQ (Airport Service Quality) surveys, which assess passenger satisfaction through various indicators. Morocco is thus called upon to face numerous challenges, particularly concerning the organization of the 2030 World Cup.
This requires, as government officials emphasize, consolidating efforts to meet the challenge related to accelerating the pace of major project completion and equipping road, rail, and airport infrastructure. As a result, this growth has been reinforced by strategic choices made in the transport and transport infrastructure sector.
This includes the adoption of a policy to liberalize the air transport sector, making the Kingdom the gateway to several countries worldwide towards global markets, especially in Africa. In addition, the study of developing infrastructure at Mohammed V Airport in Casablanca, launched on March 6, reflects Morocco’s ambition to make this airport one of the world’s airport hubs, connecting the African continent to the rest of the continents.
**Relevant indicators**
This study will lead to presenting the overall development scenario plan, in addition to detailed functional plans, taking into account the use of the latest technologies used in international airports and adopting sustainable development principles.
To understand these ACI surveys, it should be emphasized that they evaluate a wide range of relevant indicators covering the entire passenger experience, including services offered, waiting times, staff courtesy, and facility cleanliness. The main objective is to measure passenger satisfaction, understand their expectations, and compare airport performance with other ASQ program participants internationally.
For the year 2023, the ASQ survey was conducted by surveying around 600,000 passengers across more than 400 airports worldwide. Over the course of 2023, more than 2,900 passengers were surveyed for Casablanca Mohammed V and Marrakech-Menara airports.
Finally, ONDA will receive these awards at the “Customer Experience Global Summit and Exhibition” in Atlanta, USA from September 23-26, 2024.
It is worth mentioning that ACI World’s Customer Experience Summit and Exhibition is a unique opportunity to learn from industry leaders and CEOs about their vision and strategy for airport experience. The event attracts over 500 airport executives, customer experience professionals, and leaders from related businesses.
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Read the original article(French) on L’Opinion
