Malindi Airport has been named the Overall Winner of the Kenya Airports Authority (KAA) Airport Service Quality (ASQ) Awards, at a ceremony held at the Ocean Beach Resort and Spa in Malindi on 17th October.
Kenya Airports Authority says this accolade underscores the airport’s commitment to exceptional customer service and operational excellence. The KAA ASQ Awards, launched last year, recognises outstanding performance among KAA-managed airports.
The awards are based on a comprehensive Service Quality survey conducted across nine airports. Malindi Airport achieved 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,” KAA said in a statement. “This feedback allows airports to strategically plan product improvements and promote local service quality.”
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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 recognising 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’s Acting Managing Director, Henry Ogoye said the strategic objective is to elevate customer experience to an average index of 4.3 out of 5.0, 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,” Mr Ogoye says. “As we look forward, let us challenge ourselves to exceed expectations and set new benchmarks for the global aviation industry.”
Other notable winners during the award ceremony:
- 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
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. “This 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,” Mr Ogoye said.
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