Phoenix Mesa Gateway Airport customer satisfaction survey shows improvement in every category


Phoenix-Mesa Gateway Airport recently released its annual customer satisfaction survey results, revealing that the airport --- along with its airline partners, concessionaires and the TSA --- showed marked improvement for 2019 in every category when compared to the prior year.

Gateway Airport regularly surveys customers to solicit their opinions and personal travel experiences, according to a release.

In 2019, more than 1.7 million passengers passed through Gateway Airport (a 9% increase over 2018) in addition to the thousands of family members and friends who drop them off or welcome them to Arizona.

During the past year, Gateway Airport has made improving the overall customer experience a top priority. The airport and its partners have made enhancements that improve the security screening process, increase concession offerings, and expedite checked baggage delivery, the release states.

“Traveling through Gateway Airport is known for being a ‘Just Plane Easy’ experience,” Gila River Indian Community Lt. Gov. Robert Stone, chairman of the Phoenix-Mesa Gateway Airport Authority, said in the releaze. “Our goal is continuous improvement by identifying opportunities to make air travel even easier for our customers.”

Phoenix-Mesa Gateway Airport is owned and operated by the Phoenix-Mesa Gateway Airport Authority. PMGAA consists of representation from Mesa, Gilbert, Queen Creek, Gila River Indian Community, Phoenix, and Apache Junction. Gateway Airport welcomes almost two million passengers each year and offers nonstop service to approximately 50 domestic and international destinations on Allegiant, Swoop, and WestJet.

Customer satisfaction is rated from 1.0 (poor) – 5.0 (exceptional) for directions to and around the airport, vehicle parking, check-in, security screening, terminal seating and cleanliness, baggage handling, and overall customer service. Surveys include both travelers and people arriving at the airport for pick-ups and drop offs. Overall, TSA security screening saw the greatest improvement during the last 12 months (32.4%), likely aided by the addition of a fifth screening lane and TSA Pre-Check. Other areas showing significant improvement include terminal seating, baggage handling, parking, and airline check-in, the release states.

 “We are pleased to see improvement in all areas of our Customer Satisfaction Survey. We are moving in the right direction. Gateway Airport staff, along with our airlines, concessionaires, and the TSA are committed to improving the travel experience for all our customers," J. Brian O’Neill, A.A.E. executive director/CEO of Phoenix-Mesa Gateway Airport Authority said in the release.

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