Initiatives to Enhance Customer Satisfaction

At Kansai Airports, we aim to create a captivating airport where customers can feel safe and comfortable by focusing on enhancing both comfort and convenience. To achieve this, we are working on improving facilities, enhancing service quality, and strengthening employee training while also engaging in continuous improvement activities by incorporating customer feedback.

Kansai International Airport's Efforts for Customer Satisfaction

Aiming to Improve Customer Satisfaction

Organizational chart with the Kansai International Airport Customer Satisfaction Improvement Council at the center. Seven groups of organizations are connected around the center, which are relevant government agencies, security and cleaning companies, tenants and hotels, the Kansai Airports Group, travel agencies and other services, transportation providers, and airlines.
At Kansai Airports, we are committed to putting customers first, with the goal of creating an airport that is “easy to use and fun to visit” and one that “delights customers.” To achieve this, we are undertaking a variety of initiatives. In December 2003, the “Kansai International Airport Customer Satisfaction Improvement Council” was founded, bringing together approximately 40 organizations, including airlines, tenant operators, government officials, and other relevant stakeholders. The council is focused on increasing airport staff awareness of customer satisfaction and driving further improvements in overall customer satisfaction.
For more details, please visit the Kansai International Airport website.

Improving Accessibility

Regarding the accessibility of Kansai International Airport, we are working together with relevant stakeholders, including partner companies, local governments, and the business community, to improve convenience.

  • Operation of a comprehensive limousine bus network
  • Strengthening collaboration with the local business community
  • Collaborative framework with local governments and transportation operators

For the latest information and timetable regarding the limousine bus network, please visit the following Kansai Airport Transportation Enterprise website (external link).

Kansai Airport Transportation Enterprise website

Initiatives of the Customer Satisfaction Improvement Council

Airport Staff Award System

A commemorative photo taken in front of a banner that reads “Kansai International Airport Customer Satisfaction Improvement Council Annual CS Grand Prix Award Ceremony.”
The “Airport Staff Award System” honors staff, teams, and organizations who provide exceptional services that delight customers and who work daily to improve customer satisfaction at Kansai International Airport. Customer feedback is collected and reviewed by the Kansai International Airport Customer Satisfaction Improvement Council for the selection process.

Lecture on Improving Customer Satisfaction

An external lecturer giving a lecture on improving customer satisfaction in front of many airport staff members.
We invite external speakers to give lectures for airport staff on topics such as “What is Customer Satisfaction (CS)?” “Why is it important?” and “How can it be practiced?” These sessions aim to raise awareness of CS and enhance staff understanding of how to better serve our customers. We also believe that improving Customer Satisfaction (CS) is rooted in enhancing Employee Satisfaction (ES). Based on this principle, we hold seminars on topics such as internal communication.

Service Assistance Seminar

A service assistance seminar being held using wheelchairs.
We organize Service Assistance Seminars where participants learn how to appropriately assist and interact with elderly customers and customers with disabilities. In addition to lectures on how to assist with wheelchair operation and how to communicate with customers who are visually or hearing impaired, participants also engage in elderly simulation experiences—such as walking while wearing cataract-simulation goggles, earplugs, and weights on their limbs—and take part in role-playing exercises based on real-life scenarios.
“Through the experience, I realized how challenging it can be. I will make an effort to proactively offer assistance to customers in need,” said one participant—reflecting on how the seminar contributes to both skill development and heightened awareness among staff.

Osaka Itami Airport's Efforts for Customer Satisfaction

Aiming to Improve Customer Satisfaction

Organizational chart with the Osaka Itami Airport Customer Satisfaction Improvement Council at the center. Five groups of organizations are connected in a circle around the council, which are airline security inspection businesses, tenant and other services, the New Kansai Airport Company Group, relevant government agencies (observers), and transportation.

In March 2014, the Osaka Airport Customer Satisfaction Improvement Council was established as a cross-industry organization uniting various airport-related entities—including corporations and government agencies—under the shared slogan of “Customer First.” The council aims to enhance customer satisfaction through collaboration and coordinated efforts across different sectors within the airport. It serves as the highest-level coordinating body for collaborative efforts to promote customer satisfaction throughout Osaka Itami Airport, with the goal of creating an “airport that brings joy to all customers.”

Main activities:

  • Holds a Committee Meeting (once a year) and an Executive Meeting (twice a year)
    • Shares and analyzes customer feedback
    • Considers measures to improve customer satisfaction
    • Announces best practices from each workplace
  • Implements training sessions, seminars, and tree-planting events

Initiatives of the Customer Satisfaction Improvement Council

Holding Training Sessions and Seminars to Improve Customer Satisfaction

Airport staff attending a lecture on customer service and etiquette, listening intently to a talk by an external lecturer.
To enhance customer satisfaction awareness, lectures on fundamental hospitality and manners—as well as other relevant topics for airport staff—are conducted by inviting external instructors.

Holding Service Assistance Seminars

A service assistance seminar being held using wheelchairs.
We hold “Service Assistance Seminars” to teach staff how to assist and interact with elderly and disabled customers. Staff receives training on how to operate wheelchairs and communicate with customers who are visually or hearing impaired, helping to enhance their skills and raise awareness.

Service Level Benchmarking

Implementation of ASQ Survey

The ASQ (Airport Service Quality) survey, supervised by ACI (Airports Council International), is a customer service survey in which approximately 300 airports around the world participate. We have been conducting customer satisfaction benchmarking and using the results to improve service levels since 2014.

Survey Method

We conduct a survey targeting departing passengers, asking them to rate their satisfaction on a 5-point scale regarding various aspects of our services, such as facilities and customer service. We receive over 1,400 responses annually and use this feedback to continuously improve our services.

Overall Airport Satisfaction Score (out of 5 points)

Kansai International Airport
Survey year Q1 (Jan.-Mar.) Q2 (Apr.-Jun.) Q3 (Jul. -Sep.) Q4 (Oct.-Dec.) Annual Avg.
2025 4.20 4.39 4.29
2024 4.32 4.28 4.36 4.22 4.30
2023 4.06 4.23 4.17 4.12 4.14
2022 - 4.11 3.98 4.00 4.03

*The survey was not conducted in Q1 2022 due to the impact of the COVID-19 pandemic.

Osaka Itami Airport
Survey year Q1 (Jan.-Mar.) Q2 (Apr.-Jun.) Q3 (Jul. -Sep.) Q4 (Oct.-Dec.) Annual Avg.
2025 4.43 4.37 4.40
2024 4.23 4.33 4.23 4.32 4.28
2023 4.13 4.20 4.20 4.17 4.17
2022 4.35 4.21 4.20 4.20 4.24