The KAA ASQ Awards, launched last year, seeks to recognize outstanding performance among KAA-managed airports.
Malindi Airport (MYD/HKML) in Kilifi County was named the Overall Winner at the Kenya Airports Authority (KAA) Airport Service Quality (ASQ) Awards, celebrated during a prestigious ceremony at the Ocean Beach Resort and Spa in Malindi on Thursday. This accolade underscores the airport’s steadfast commitment to exceptional customer service and operational excellence.
The KAA ASQ Awards, launched last year, seeks to recognize outstanding performance among KAA-managed airports.
The awards are based on a comprehensive Service Quality survey conducted across nine airports, with Malindi Airport achieving an impressive Overall Satisfaction score of 3.86 out of a possible 5.0. This score reflects the airport’s dedication to enhancing the passenger experience across several key areas, including facility quality, staff motivation, passenger processing efficiency, ambience, cleanliness, and retail offerings.
The program is rooted in consumer feedback gathered through the Airport Service Quality Surveys. This feedback allows airports to strategically plan product improvements and promote local service quality.
KAA Malindi Airport Manager, Ali Godana received the trophy during the prize-giving dinner held on Thursday, October 17, 2024. /KENYA AIRPORTS AUTHORITY
“The benchmarking program is facilitated through quarterly ASQ surveys conducted at Jomo Kenyatta International Airport (JKIA) and Moi International Airport (MIA), alongside internal ASQ surveys performed bi-annually across all KAA-managed airports.
“In addition to recognizing overall excellence, this year marked the introduction of the Environmental Sustainability Award. This new category promotes efficient resource use and encourages practices that mitigate noise and air pollution while supporting biodiversity through afforestation and effective waste management,” KAA revealed in a statement sent to Viral Tea.
While commenting on the initiative, KAA’s Acting Managing Director, Henry Ogoye, noted “Our strategic objectives aim to elevate customer experience to an average index of 4.3 out of 5.0, a target we are determined to achieve through innovation and excellence in service delivery. Our internal KAA-ASQ Program complements this vision by cultivating a competitive spirit among our airports and driving us toward service excellence.”
“As we look forward, let us challenge ourselves to exceed expectations and set new benchmarks for the global aviation industry. Together, with unity of purpose and clarity of vision, we will not only achieve our Corporate Customer Satisfaction Index target but also inspire others within the aviation sector.” Ogoye added.
Other notable winners during the award ceremony were:
- Most Enjoyable Airport: Kisumu International Airport
- Cleanest Airport: Eldoret International Airport
- Most Dedicated Staff: Lamu-Manda Airport
- Most Improved Airport: Moi International Airport
- Environmental Sustainability Award: Manda Airport
“As KAA continues to prioritize customer satisfaction, it remains dedicated to fostering an environment where feedback is valued and used for continuous improvement. The ASQ Awards are part of broader initiatives that include other programs such as the KAA Mystery Shopping Awards and the Aviation Business Excellence Awards (ABEA), all aimed at rewarding high-performing airport staff and businesses,” added KAA.
The airport regulator added that the recognition not only celebrates individual airport achievements but also highlights KAA’s commitment to enhancing service delivery across its facilities, setting a benchmark for excellence in Kenya’s aviation sector.
Malindi Airport is located 2.5 kilometres west of Malindi Town. It is off Mombasa-Malindi road and is a medium-sized airport that serves the town.
The airport has two bitumen runways: runway 17/35 measures 4,600 feet (1,400 m) long and is 98 feet (30 m) wide and runway 8/26 measures 3,549 feet (1,082 m) and is 76 feet (23 m) wide.
The Kenyan government funded the updating and expansion of the Malindi Airport terminal building, the construction of a new control tower and the rehabilitation of the runways. The upgrades were carried out between 2011 and 2012 and cost approximately Ksh200 million.
