Haikou Airport is the first 5-Star Regional Airport in China
By Peter Miller, Skytrax
Haikou Meilan International Airport has been announced as a 5-Star Regional Airport by SKYTRAX, the international air transport rating organisation.
Haikou Airport is the first airport in China to receive the 5-Star Regional Airport Rating, which recognises high standards of Product and Staff service across different assessment categories in the Airport environment.
In 2016, Haikou Meilan International Airport handled a total of 18.8 million passengers, representing an increase of 16.3% compared to the previous year.
The airport was opened in 1999, and in recent years, Haikou Airport has constructed a new international terminal, a new west wing terminal, as well as the building of Haikou Airport City connected to the terminal. A new 1,000 bed hotel connected to the airport was completed in 2017. In addition to these new facilities, the old terminal building has been completely reconstructed and the airport access road expanded and improved.
Terminal 1 and the International terminal total 143,100 m2. Terminal 2 is under construction (296,000 m2), as well as a second runway, and the GTC integrated transportation hub. This will expand the passenger handling capacity to 35 million.
The 5-Star Regional Airport Rating was introduced in 2016, to enable proper recognition of airports that predominantly focus on regional route operations, and whilst not global mega hubs, they are airports that deliver the high quality levels to their customers and meet the 5-Star requirements. Haikou Meilan International Airport primarily operates domestic routes to cities across China, as well as regional routes around S E Asia to cities such as Bangkok, Singapore etc.
A primary focus of the 5-Star criteria is that an airport must offer an easy and pleasant travel experience to customers, including items such as wayfinding and signage, seating and comfort, food and beverages to security and immigration processing, and these are all well rated at a very high standard at Haikou Meilan Airport.
“We are immensely honoured to receive the Skytrax 5-Star Regional Airport rating”
At an Award ceremony in Haikou City on 7th April 2017, Edward Plaisted of Skytrax said: “We extend our congratulations to Haikou Meilan International Airport at achieving this 5-Star Regional Airport award. This award does bring an added challenge that 5-Star Airports find their customers become ever more demanding of this 5-Star recognition. We have over several years conducted audits at Haikou Airport and followed its significant and positive transformation. The front-line staff at this airport have continuously been rated among the best of its peers. We are pleased to see that recent renovations of infrastructure and operational standards now enable Haikou Airport to deliver an excellent passenger experience at 5-Star level. We have confidence that Haikou Airport will continue to deliver a customer experience that can meet and exceed ever increasing expectations of its passengers.”
Mr Wang Zhen, Chairman of the Board of Haikou Airport said: “Mapping out the right path to better meet Haikou Airport’s capacity requirements and rising passengers’ expectations, we decided to carry out major expansion projects: a new international terminal, new west wing terminal, and the building of Haikou Airport City. In addition to these new facilities, the old terminal building has been completely reconstructed and the airport access road expanded and improved. All these major projects combined with our well-trained and dedicated service staff have transformed the airport and uplifted the passenger experience. Maintaining and improving customer service excellence at Haikou Airport remains our top priority as we continue to receive more and more passengers and airlines. We are immensely honoured to receive the Skytrax 5-Star Regional Airport rating. We see this prestigious rating as a recognition of the devotion of all airport staff which is a great motivation for us all to continue to ensure the best possible airport experience for all our passengers.”
Skytrax completed the quality audit of Haikou Meilan International Airport in January 2017, examining in detail all product and service delivery areas across the terminal operational features.
World Airport Rating
Skytrax World Airport Star Rating is a leading, professional Quality Benchmarking system evaluating standards of front-line Product and Service quality for airports worldwide. Airports are Rated on the basis of a complex, multi-faceted Product and Service quality assessment system.
Airport Ratings are based on a comprehensive study of front-line airport product and service items. Criteria includes key items of process efficiency, terminal comfort and cleanliness, passenger facilities and staff service. Service ratings covers both official staff (immigration, police, security and customs), as well as more general airport staff (shops, restaurants and cafes, help counters etc.).