5-star quality: top position despite challenges
At the annual «World Airport Awards» presented by the London-based aviation research institute Skytrax, Munich Airport was once again awarded the title of «Best Airport in Central Europe» based on a global passenger survey from spring of 2023. In addition, the Munich airport staff won the «Best Airport Staff in Europe» award. Skytrax also named Munich Airport a five-star airport again in 2023. With that, we continue to belong to the exclusive circle of only twelve hub airports worldwide that bear this premium seal. In particular, it was the use of new technologies in the security checks and the friendliness and expertise of the staff that contributed to the award once again. In addition to hospitality, the assessment criteria included ambience and comfort, service offerings, processes, and orientation along the entire passenger travel chain.
In the 2023 fiscal year, the key figure for passenger satisfaction (PEI) showed a slight decline compared to 2022. The causes for this are irregularities in flight operations due to strikes or bad weather, as well as the ongoing tense personnel situation together with a simultaneous increase in traffic figures. These challenges sometimes led to non-compliance with the standards we set ourselves for services. To meet the high quality standards of a 5-star airport, in 2023 we also developed and implemented additional measures to improve the passenger experience, such as new information systems for travelers and state-of-the-art technologies at security checkpoints.