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.<\/p>\n
Kansai International Airport’s Efforts for Customer Satisfaction
\nAiming to Improve Customer Satisfaction
\nAt Kansai Airports, we are committed to putting customers first, with the goal of creating an airport that is \u201ceasy to use and fun to visit\u201d and one that \u201cdelights customers.\u201d To achieve this, we are undertaking a variety of initiatives. In December 2003, the \u201cKansai International Airport Customer Satisfaction Improvement Council\u201d 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.
\nFor more details, please visit the Kansai International Airport website.
\nAiming to Improve CS at KIX (Japanese)
\nImproving Accessibility
\nRegarding 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.
\nOperation of a comprehensive limousine bus network
\nStrengthening collaboration with the local business community
\nCollaborative framework with local governments and transportation operators
\nFor the latest information and timetable regarding the limousine bus network, please visit the following Kansai Airport Transportation Enterprise website (external link).
\nKansai Airport Transportation Enterprise website
\nInitiatives of the Customer Satisfaction Improvement Council
\nAirport Staff Award System
\nThe \u201cAirport Staff Award System\u201d 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.
\nAirport Staff Award System (Japanese)
\nLecture on Improving Customer Satisfaction
\nWe invite external speakers to give lectures for airport staff on topics such as \u201cWhat is Customer Satisfaction (CS)?\u201d \u201cWhy is it important?\u201d and \u201cHow can it be practiced?\u201d 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.
\nService Assistance Seminar
\nWe 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\u2014such as walking while wearing cataract-simulation goggles, earplugs, and weights on their limbs\u2014and take part in role-playing exercises based on real-life scenarios.
\n\u201cThrough the experience, I realized how challenging it can be. I will make an effort to proactively offer assistance to customers in need,\u201d said one participant\u2014reflecting on how the seminar contributes to both skill development and heightened awareness among staff.<\/p>\n
Osaka Itami Airport’s Efforts for Customer Satisfaction
\nAiming to Improve Customer Satisfaction
\nIn March 2014, the Osaka Airport Customer Satisfaction Improvement Council was established as a cross-industry organization uniting various airport-related entities\u2014including corporations and government agencies\u2014under the shared slogan of \u201cCustomer First.\u201d 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 \u201cairport that brings joy to all customers.\u201d
\nMain activities:
\nHolds a Committee Meeting (once a year) and an Executive Meeting (twice a year)
\nShares and analyzes customer feedback
\nConsiders measures to improve customer satisfaction
\nAnnounces best practices from each workplace
\nImplements training sessions, seminars, and tree-planting events
\nInitiatives of the Customer Satisfaction Improvement Council
\nHolding Training Sessions and Seminars to Improve Customer Satisfaction
\nTo enhance customer satisfaction awareness, lectures on fundamental hospitality and manners\u2014as well as other relevant topics for airport staff\u2014are conducted by inviting external instructors.
\nHolding Service Assistance Seminars
\nWe hold \u201cService Assistance Seminars\u201d 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.<\/p>\n
Service Level Benchmarking
\nImplementation of ASQ Survey
\nThe 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.
\nSurvey Method
\nWe 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.
\nOverall Airport Satisfaction Score (out of 5 points)
\nKansai International Airport
\nSurvey year Q1 (Jan.-Mar.) Q2 (Apr.-Jun.) Q3 (Jul. -Sep.) Q4 (Oct.-Dec.) Annual Avg.
\n2025 4.20 4.39 4.41 4.40 4.35
\n2024 4.32 4.28 4.36 4.22 4.30
\n2023 4.06 4.23 4.17 4.12 4.14
\n2022 – 4.11 3.98 4.00 4.03
\n*The survey was not conducted in Q1 2022 due to the impact of the COVID-19 pandemic.
\nOsaka Itami Airport
\nSurvey year Q1 (Jan.-Mar.) Q2 (Apr.-Jun.) Q3 (Jul. -Sep.) Q4 (Oct.-Dec.) Annual Avg.
\n2025 4.43 4.37 4.35 4.34 4.37
\n2024 4.23 4.33 4.23 4.32 4.28
\n2023 4.13 4.20 4.20 4.17 4.17
\n2022 4.35 4.21 4.20 4.20 4.24<\/p>\n","protected":false},"excerpt":{"rendered":"
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