Member Survey

Many thanks to all those members who completed our online survey during September and October 2008.

Given some of the problems facing travelers these days, and the well-publicized problems with security matters and at high-profile airports such as the launch of London Heathrow Terminal 5, it was a relief to find that Priority Pass members aren't doing too badly at the airport!

It seems that 55% of you are satisfied in general with your airport experience, while only 18% are generally dissatisfied (the rest are "neutral").

And if things aren't improving, at least they are not getting any worse.  Approximately the same number of you (28%) say that things have improved over the last year as say that they have got worse (27%), with the rest saying that the situation is unchanged,

Here are some of the other results of your input:

Your favourite airports

Of course there was a long list of votes for your favourite airport, but the most votes, 13% of the total, went to Hong Kong. Here are the Top 5:

• Hong Kong
• Singapore
• Amsterdam
• Dubai
• London Heathrow

Your least favourite airports

And the 5 airports you least look forward to using are below. It's interesting that London Heathrow appears on both lists!

• London Heathrow
• Paris CDG
• Los Angeles LAX
• Chicago O'Hare
• Frankfurt

What's important at the airport?

As we suspected, you had very clear views on what makes for a good airport experience and what is less important.

The most important things are all based around minimising the time you spend at the airport - namely the punctuality of the flight departure (the most important thing of all), the speed of check-in, and the speed of getting through security checks.

We are pleased to say that having access to a peaceful lounge was also rated very highly by you - although we did rather think that would be the case from such a discerning group of people as Priority Pass members!

Rated as very unimportant was having shopping facilities at the airport, and having eating and drinking facilities was also much, much less important than simply having an efficient passage through the airport.

The message from Priority Pass members is loud and clear. Don't build more and more shops and restaurants; simply provide comfortable lounges and get us through the whole airport process as quickly and smoothly as possible!

A couple of positive signs came when we asked you whether you thought there had been an improvement in some of these factors.

You told us that speed of check-in had improved over the last year - probably because it is now so much easier to check-in online and at automated machines at the airport.

You also said that access to lounges has improved - something we were very pleased to hear, as we put a lot of effort into expanding our program to try to offer you a lounge in as many airports and terminals as we possibly can.

On the other hand, you reported ever-longer queues at security checks.

Thank you

Thank you for taking the time to complete our survey. We will continue to analyse the results and in particular all the individual tips and comments that you gave us. We really appreciate your time and effort to give us your thoughts.