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Passenger Satisfaction Report - Denver International...
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DEN – Group Benchmark Table of Contents
© 2015 ACI Group Benchmark - Q4 2015
Methodology at a Glance p. 5
Objectives and Methodology p. 6
Participating Airports Q4 2015 p. 7
Number of Respondents in DEN p. 9
DEN – Ranking Within the Customized Panel p. 10
DEN – Performance vs. Customized Panel p. 12
DEN – Ranking Within the Customized Panel – Overall Satisfaction p. 13
DEN – Ranking Within the Customized Panel – Access p. 19
DEN – Ranking Within the Customized Panel – Check-in p. 24
DEN – Ranking Within the Customized Panel – Passport / ID Control p. 28
DEN – Ranking Within the Customized Panel – Security p. 31
DEN – Ranking Within the Customized Panel – Finding your Way p. 36
DEN – Ranking Within the Customized Panel – Airport Facilities p. 41
DEN – Ranking Within the Customized Panel – Airport Environment p. 53
DEN – Ranking Within the Customized Panel – Arrivals Services p. 56
2
DEN – Group Benchmark Table of Contents (cont’d)
© 2015 ACI
DEN – Ranking Within North America p. 60
DEN – Performance vs. Airports in North America p. 61
DEN – Ranking Within North America – Overall Satisfaction p. 62
DEN – Ranking Within North America – Access p. 68
DEN – Ranking Within North America – Check-in p. 73
DEN – Ranking Within North America – Passport / ID Control p. 77
DEN – Ranking Within North America – Security p. 80
DEN – Ranking Within North America – Finding your Way p. 85
DEN – Ranking Within North America – Airport Facilities p. 90
DEN – Ranking Within North America – Airport Environment p. 102
DEN – Ranking Within North America – Arrivals Services p. 105
3Group Benchmark - Q4 2015
DEN – Group Benchmark Table of Contents (cont’d)
© 2015 ACI
DEN – Ranking Among Airports of >40M p. 109
DEN Performance vs. Airports of >40M p. 110
DEN – Ranking Among Airports of >40M – Overall Satisfaction p. 111
DEN – Ranking Among Airports of >40M – Access p. 117
DEN – Ranking Among Airports of >40M – Check-in p. 122
DEN – Ranking Among Airports of >40M – Passport / ID Control p. 126
DEN – Ranking Among Airports of >40M – Security p. 129
DEN – Ranking Among Airports of >40M – Finding your Way p. 134
DEN – Ranking Among Airports of >40M – Airport Facilities p. 139
DEN – Ranking Among Airports of >40M – Airport Environment p. 151
DEN – Ranking Among Airports of >40M – Arrivals Services p. 154
4Group Benchmark - Q4 2015
Methodology at a GlanceObjectives and Methodology
6© 2015 ACI
ACI’s Airport Service Quality (ASQ) is a benchmarking programme measuring passengers’ satisfaction while they are at the airport.
The ASQ Survey’s main objective is to provide the participating airports with the research tools and management information to better understand passengers’ views with respect to an airport’s products and services: How passengers rate an airport’s services; How an airport compares to others around the world by traffic type, size, region, etc.; Which aspects are of particular importance for a specific airport, and; How passengers’ perceptions and priorities are evolving over time.
The ASQ Survey Questionnaire is composed of 55 questions including: 34 items where passengers are asked to rate specific service related topics and their overall satisfaction with
the airport on a scale of 1 (poor) to 5 (excellent); Questions related to the passenger profile.
The questionnaire is self-completed by randomly selected passengers at the boarding gates of pre-selected flights. Flights are selected based on destination and carrier in order to obtain a representative sample of all departures from a participating airport. The ASQ Survey is covering all operating hours of the participating airport, and each day of a week evenly distributed between each month of a quarter.
Once completed and verified, paper questionnaires are sent to ACI’s research supplier where they are scanned and where the generated data are cleaned, validated and processed. Data are weighted according to the proportion of actual international traffic and actual domestic traffic, when applicable.
Group Benchmark - Q4 2015
7© 2015 ACI
In Q4 2015, 266 airports have participated in the ACI ASQ Survey. 128117 passengers have completed the ASQ Survey, including 1018 at DEN.
Methodology at a GlanceParticipating Airports Q4 2015 (1/2)
< 2 M 2 - 5 M 5 - 15 M 15 - 25 M 25 - 40 M > 40 M TOTAL
AFRICA
15 3 4 1
23AGA, BFN, BZV, EBB, ELS, FEZ, GRJ, KIM,
MBA, OUD, PLZ, PNR, RBA, TNG, UTN
DUR, MRU, RAK CMN, CPT, NBO, TUN JNB
ASIA PACIFIC
3 19 26 9 12 9
78POM, SXR, TSV
AMD, CCJ, CNS, DRW,GAU, GOI, JAI, LGK, LKO,
LOP, MLE ,PDG, PKU, PLM, PNH,PNQ, REP, RGN, TRV
ADL, BLR, BPN, CCU, CGQ, CHC, CNX, COK, HAK, HET, HRB, HYD, ITM, KHN, KNO, MAA, MFM, NGO,
OOL, PEN, PER, SHE,SYX, TSN, UPG, WLG
AKL, BNE, DPS,GMP, KIX, NKG,SUB, TAO, WUH
BOM, CKG, CTU,DEL, HGH, MEL,NRT, SHA, SYD,SZX, TPE, XIY
BKK, CAN, CGK,HKG, ICN, KUL,PEK, PVG, SIN
EUROPE
19 22 26 15 8 6
96EAS, GRX, LCG, LEI,MJV, MLN, OVD, PDL, PNA, REU, SDR, SKP, SOU, SPC, VDE, VGO,
VLL, XRY, ZAZ
ABZ, AER, BIO, BMA, CIA, EIN, EMA, FNC, FUE,GRO, KEF, KRK, LPL,
MAH, MLA, RIX, SCQ, SVQ,SVX, TFN, VLC, ZAG
ACE, AGP, ALC, BLQ, BRS, BUD, CGN, EDI, FAO, GLA, GOT, HAM,
IBZ, LED, LIN, LPA, LTN, LYS, MRS, NAP, NCE, OPO, OTP,
PRG, SXF, TFS
ARN, ATH, BRU, DUB, DUS, GVA, HEL, LIS, MAN, MXP, OSL, PMI,
STN, TXL, VIE
BCN, CPH, DME, LGW, MUC, ORY, SVO, ZRH
AMS, CDG, FRA,IST, LHR, MAD
LATIN AMERICA / CARIBBEAN
7 7 418
BGI, CUL, CUR, KIN,MZT, POP, SAP
AUA, GYE, MBJ, NAS,POS, SDQ, SJO MTY, PUJ, UIO, VCP
MIDDLE EAST1 5 2 1 1
10SLL AMM, BAH, DMM, MCT, TLV AUH, RUH DOH DXB
NORTHAMERICA
7 6 15 4 5 4
41PWM, YLW, YQB, YQR,
YXE, YYJ, YYTELP, GRR, YHZ, YOW, YTZ, YWG
AUS, BNA, CLE, CMH, CVG,DAL, IND, JAX, PIT, SAT,
SJC, SMF, STL, YEG, YUL
FLL, SAN,SLC, TPA
BOS, DTW, MSP,SEA, YYZ
ATL, DEN,DFW, SFO
TOTAL 52 57 80 31 26 20 266
Group Benchmark - Q4 2015
8© 2015 ACI
Code NameABZ ABERDEEN AIRPORTACE LANZAROTE AIRPORTADL ADELAIDE AIRPORTAER ADLER-SOCHI AIRPORTAGA AGADIR AIRPORTAGP MALAGA AIRPORTAKL AUCKLAND INTL AIRPORTALC ALICANTE AIRPORTAMD AHMEDABAD AIRPORTAMM AMMAM AIRPORTAMS AMSTERDAM SCHIPHOL AIRPORT ARN STOCKHOLM ARLANDA AIRPORTATH ATHENS ELEFTHERIOS INTL AIRPORTATL ATLANTA HARTSFIELD-JACKSON INTL AIRPORTAUA ARUBA AIRPORTAUH ABU DHABI INTL AIRPORTAUS AUSTIN-BERGSTROM INTL AIRPORTBAH BAHRAIN AIRPORTBCN BARCELONA AIRPORTBFN BLOEMFONTEIN AIRPORTBGI BARBADOS BRIDGETOWN AIRPORT BIO BILBAO AIRPORTBKK BANGKOK SUVARNABHUMI AIRPORTBLQ BOLOGNA AIRPORTBLR BANGALORE INTL AIRPORTBMA STOCKHOLM BROMMA AIRPORTBNA NASHVILLE AIRPORTBNE BRISBANE AIRPORTBOM MUMBAI CHATRAPATI SHIVAJI INTL AIRPORTBOS BOSTON LOGAN INTL AIRPORTBPN BALIKPAPAN AIRPORT BRS BRISTOL AIRPORTBRU BRUSSELS NATIONAL AIRPORTBUD BUDAPEST FERENC LISZT INTL AIRPORTBZV BRAZZAVILLE AIRPORTCAN GUANGZHOU BAIYUN INTL AIRPORTCCJ CALCUT AIRPORTCCU KOLKATA NETAJI SUBHASH AIRPORTCDG PARIS CHARLES DE GAULLE AIRPORTCGK JAKARTA SOEKARNO-HATTA AIRPORTCGN COLOGNE BONN AIRPORTCGQ CHANGCHUN AIRPORTCHC CHRISTCHURCH INTL AIRPORTCIA CIAMPINO-G.B. PASTINA INTL AIRPORTCKG CHONGQING JIANGBEI INTL AIRPORTCLE CLEVELAND HOPKINS INTL AIRPORTCMH COLUMBUS INTL AIRPORTCMN CASABLANCA - MOHAMMED V AIRPORTCNS CAIRNS INTL AIRPORTCNX CHIANG MAI AIRPORTCOK COCHIN INTL AIRPORTCPH COPENHAGEN AIRPORTCPT CAPE TOWN INTL AIRPORTCTU CHENGDU AIRPORTCUL CULIACAN AIRPORTCUR CURACAO HATO INTL AIRPORTCVG CINCINNATI NORTHERN KENTUCKY INTL AIRPORTDAL DALLAS LOVE FIELD AIRPORTDEL DELHI INDIRA GANDHI INTL AIRPORTDEN DENVER INTL AIRPORTDFW DALLAS/FORT WORTH INTL AIRPORTDME MOSCOW DOMODEDOVO AIRPORTDMM DAMMAM AIRPORTDOH DOHA INTL AIRPORTDPS DENPASAR BALI AIRPORT DRW DARWIN AIRPORTDTW DETROIT METRO WAYNE COUNTY AIRPORT
Code Name
DUB DUBLIN INTL AIRPORTDUR KING SHAKA INTL AIRPORTDUS DUSSELDORF INTL AIRPORTDXB DUBAI INTL AIRPORTEAS SAN SEBASTIAN AIRPORTEBB ENTEBBE/KAMPALA AIRPORTEDI EDINBURGH AIRPORTEIN EINDHOVEN AIRPORTELP EL PASO AIRPORT ELS EAST LONDON AIRPORTEMA MAG-EAST MIDLANDS AIRPORTFAO FARO AIRPORTFEZ FEZ AIRPORTFLL FORT LAUDERDALE/HOLLYWOOD INTL AIRPORTFNC AEROPORTO DA MADEIRAFRA FRANKFURT INTL AIRPORTFUE FUERTEVENTURA AIRPORTGAU GUWAHATI AIRPORTGLA GLASGOW INTL AIRPORTGMP SEOUL GIMPO INTL AIRPORTGOI GOA AIRPORTGOT GOTHENBURG LANDVETTER AIRPORTGRJ GEORGE AIRPORTGRO GERONA AIRPORTGRR GRAND RAPIDS AIRPORTGRX F.G.L. GRANADA-JAEN AIRPORTGVA GENEVA INTL AIRPORTGYE GUAYAQUIL AIRPORTHAK HAIKOU AIRPORT (HNA Airport Group Company)HAM HAMBURG FUHLSBUETTEL AIRPORTHEL HELSINKI VANTAA AIRPORTHET HOHHOT AIRPORTHGH HANGZHOU AIRPORTHKG HONG KONG INTL AIRPORTHRB HARBIN AIRPORTHYD GMR HYDERABAD RAJIV GANDHI INT AIRPORTIBZ IBIZA AIRPORTICN SEOUL INCHEON INTL AIRPORTIND INDIANAPOLIS AIRPORTIST ISTANBUL ATATURK AIRPORTITM OSAKA ITAMI AIRPORTJAI JAIPUR AIRPORTJAX JACKSONVILLE INTL AIRPORTJNB O R TAMBO INTL AIRPORTKEF REYKJAVIK KEFLAVIK INTL AIRPORTKHN NANCHANG AIRPORTKIM KIMBERLEY AIRPORTKIN KINGSTON NORMAN MANLEY INTL AIRPORTKIX OSAKA KANSAI INTL AIRPORTKNO KUALA NAMU AIRPORTKRK KRAKOW JOHN PAUL II INTL AIRPORTKUL KUALA LUMPUR INTL AIRPORTLCG LA CORUNA AIRPORTLED ST PETERSBURG PULKOVO AIRPORTLEI ALMERIA AIRPORTLGK LANGKAWI AIRPORTLGW LONDON GATWICK AIRPORTLHR LONDON HEATHROW AIRPORTLIN MILAN LINATE AIRPORTLIS LISBON PORTELA AIRPORTLKO LUCKNOW AIRPORTLOP LOMBOK INTL AIRPORTLPA GRAN CANARIA AIRPORTLPL LIVERPOOL JOHN LENNON AIRPORTLTN LONDON LUTON AIRPORTLYS LYON SAINT EXUPERY AIRPORTMAA CHENNAI INTL AIRPORT
Code NameMAD MADRID BARAJAS AIRPORTMAH MENORCA AIRPORTMAN MAG-MANCHESTER INTL AIRPORTMBA MOMBASA MOI INTL AIRPORTMBJ MONTEGO BAY SANGSTER INTL AIRPORTMCT MUSCAT SEEB INTL AIRPORTMEL MELBOURNE AIRPORTMFM MACAU AIRPORTMJV MURCIA AIRPORTMLA MALTA INTL AIRPORTMLE MALE AIRPORTMLN MELILLA AIRPORTMRS MARSEILLE PROVENCE AIRPORTMRU MAURITIUS AIRPORTMSP MINNEAPOLIS INTL AIRPORTMTY MONTERREY MARIANO ESCOBEDO AIRPORTMUC MUNICH INTL AIRPORTMXP MILAN MALPENSA AIRPORTMZT MAZALTAN AIRPORTNAP NAPLES CAPODICHINO AIRPORTNAS NASSAU INTL AIRPORTNBO NAIROBI JOMO KENYATTA INTLAIRPORTNCE NICE AIRPORTNGO NAGOYA CHUBU CENTRAIR INTLAIRPORTNKG NANJING AIRPORTNRT TOKYO NARITA AIRPORTOOL GOLD COAST AIRPORTOPO PORTO FRANCISCO SÁ CARNEIRO AIRPORTORY PARIS ORLY AIRPORTOSL OSLO AIRPORTOTP BUCHAREST OTOPENI AIRPORTOUD OUJDA AIRPORTOVD ASTURIAS AIRPORTPDG MINANGKABAU AIRPORTPDL PONTA DELGADA NORDELA AIRPORTPEK BEIJING CAPITAL INTL AIRPORTPEN PENANG INTL AIRPORTPER PERTH AIRPORTPIT PITTSBURGH INTL AIRPORTPKU PEKANBARU AIRPORT PLM PALEMBANG AIRPORT PLZ PORT ELIZABETH AIRPORTPMI PALMA MALLORCA SON SANT JOAN AIRPORTPNA PAMPLONA AIRPORTPNH PHNOM PENH AIRPORTPNQ PUNE AIRPORTPNR POINTE NOIRE AIRPORTPOM JACKSONS AIRPORTPOP GREGORIO LUPERON INTL AIRPORTPOS PORT OF SPAIN PIARCO INTL AIRPORTPRG PRAGUE AIRPORTPUJ PUNTA CANA AIRPORTPVG SHANGHAI PU DONG AIRPORTPWM PORTLAND INTL JETPORTRAK MARRAKECH AIRPORTRBA RABAT AIRPORTREP SIEM REAP AIRPORTREU REUS AIRPORTRGN YANGON INTL AIRPORTRIX RIGA INTL AIRPORTRUH KING KHALID RIYADH AIRPORTSAN SAN DIEGO INTL AIRPORTSAP SAN PEDRO SULA AIRPORTSAT SAN ANTONIO INTL AIRPORTSCQ SANTIAGO DE COMPOSTELA AIRPORTSDQ SANTO DOMINGO LAS AMERICAS AIRPORTSDR SANTANDER AIRPORT
Code NameSEA SEATTLE/TACOMA INTL AIRPORTSFO SAN FRANCISCO INTL AIRPORTSHA SHANGHAI HONGQIAO AIRPORTSHE SHENYANG TAOXIAN AIRPORTSIN SINGAPORE CHANGI AIRPORTSJC SAN JOSE INT AIRPORTSJO SAN JOSE JUAN SANTAMARIA AIRPORTSKP SKOPJE AIRPORTSLC SALT LAKE CITY INTL AIRPORTSLL SALALAH AIRPORTSMF SACRAMENTO INTL AIRPORTSOU SOUTHAMPTON AIRPORTSPC SANTA CRUZ DE LA PALMA AIRPORTSTL ST LOUIS LAMBERT INTL AIRPORTSTN MAG-LONDON STANSTED AIRPORTSUB SURABAYA AIRPORT - JUANDASVO MOSCOW SHEREMETYEVO AIRPORTSVQ SEVILLE AIRPORTSVX KOLTSOVO AIRPORTSXF BERLIN SCHONEFELD AIRPORTSXR SRINAGAR AIRPORTSYD SYDNEY KINGSFORD SMITH AIRPORTSYX SANYA AIRPORT SZX SHENZHEN AIRPORTTAO QINGDAO INTERNATIONAL AIRPORTTFN TENERIFE NORTE AIRPORTTFS TENERIFE SUR AIRPORTTLV TEL AVIV BEN GURION INTL AIRPORTTNG TANGIER AIRPORTTPA TAMPA INTL AIRPORTTPE TAIWAN TAOYUAN INT AIRPORTTRV THIRUVANANTHAPURAM AIRPORT TSN TIANJIN AIRPORTTSV TOWNSVILLE AIRPORTTUN TUNIS CARTHAGE INTL AIRPORTTXL BERLIN TEGEL AIRPORTUIO QUITO AIRPORTUPG UJUNG PANDANG MAKASAR AIRPORTUTN UPINGTON AIRPORTVCP SAO PAULO VIRACOPOS AIRPORTVDE VALVERDE AIRPORTVGO VIGO AIRPORTVIE VIENNA INTL AIRPORTVLC VALENCIA AIRPORTVLL VALLADOLID AIRPORTWLG WELLINGTON AIRPORTWUH WUHAN AIRPORTXIY XI'AN XIANYANG INTL AIRPORTXRY JEREZ DE LA FRONTERA AIRPORTYEG EDMONTON INTL AIRPORTYHZ HALIFAX INTL AIRPORTYLW KELOWNA AIRPORTYOW OTTAWA MCDONALD CARTIER INTL AIRPORTYQB QUEBEC CITY JEAN LESAGE INTL AIRPORTYQR REGINA AIRPORTYTZ Billy Bishop Toronto Airport YUL MONTREAL P. ELLIOTT TRUDEAU INTL AIRPORTYWG WINNIPEG INTL AIRPORTYXE SASKATOON AIRPORTYYJ VICTORIA INTL AIRPORTYYT ST JOHN'S AIRPORTYYZ TORONTO LESTER B PEARSON INTL AIRPORTZAG ZAGREB AIRPORTZAZ ZARAGOZA AIRPORTZRH ZURICH AIRPORT
Methodology at a GlanceParticipating Airports Q4 2015 (2/2)
Group Benchmark - Q4 2015
DEN – Ranking Within GroupsNumber of Respondents
9© 2015 ACI
In Q4 2015, 1018 questionnaires were collected at DEN
Notes: (1) Q7 “Overall Satisfaction” is crossed with Q4 “Main Reason for this air trip”. Responding to all questions is not mandatory, the number of respondents could be different for each item and it could be lower than the total number of completed questionnaires.Bases with less than 30 respondents are highlighted in light grey. This boundary n<30 is only a rule of thumb frequently used in statistics to delimit “Small Samples”
Group Benchmark - Q4 2015
Base(excl 0’s)
Overall Satisfaction
Total 980
Business (1) 351
Leisure (1) 524
Other (1) 104
Access
Ground transportation to/from airport 365
Parking facilities 160
Value for money of parking facilities 161
Availability of baggage carts/trolleys 219
Check-in
Waiting time in check-in queue/line 594
Efficiency of check-in staff 576
Courtesy and helpfulness of check-in staff 577
PassportWaiting time at passport/personal ID inspection 514
Courtesy and helpfulness of inspection staff 535
Security
Courtesy and helpfulness of security staff 705
Thoroughness of security inspection 711
Waiting time at security inspection 715
Feeling of being safe and secure 774
Finding Your Way
Ease of finding your way through airport 1002
Flight information screens 965
Walking distance inside the terminal 1001
Ease of making connections with other flights 402
Base(excl 0’s)
Airport Facilities
Courtesy and helpfulness of airport staff 814Restaurant/Eating facilities 806Value for money of restaurant/eating facilities 797
Availability of bank/ATM facilities/money changers 210
Shopping facilities 479Value for money of shopping facilities 431Internet access/Wi-Fi 570Business/Executive lounges 138Availability of washrooms/toilets 963Cleanliness of washrooms/toilets 963Comfort of waiting/gate areas 991
Airport Environment
Cleanliness of airport terminal 998Ambience of the airport 997
Airport Arrivals
Passport/ID inspection 390Speed of baggage delivery 426Customs inspection 200
Customized Panel Airports
11© 2015 ACI
The following airports are part of DEN’s Customized Panel.
IATA Code Airport Name
AMS AMSTERDAM SCHIPHOL AIRPORTATL ATLANTA HARTSFIELD-JACKSON INTL AIRPORTCLE CLEVELAND HOPKINS INTL AIRPORTCPH COPENHAGEN AIRPORTCVG CINCINNATI NORTHERN KENTUCKY INTL AIRPORTDEN DENVER INTL AIRPORTDFW DALLAS/FORT WORTH INTL AIRPORTDTW DETROIT METRO WAYNE COUNTY AIRPORTHEL HELSINKI VANTAA AIRPORTICN SEOUL INCHEON INTL AIRPORTLHR LONDON HEATHROW AIRPORTMSP MINNEAPOLIS INTL AIRPORTMUC MUNICH INTL AIRPORTNRT TOKYO NARITA AIRPORTSAN SAN DIEGO INTL AIRPORTSEA SEATTLE/TACOMA INTL AIRPORTSFO SAN FRANCISCO INTL AIRPORTSIN SINGAPORE CHANGI AIRPORTYYZ TORONTO LESTER B PEARSON INTL AIRPORT
Group Benchmark - Q4 2015
DEN – Performance vs. Customized PanelTotal Traffic
Group Benchmark - Q4 2015
1.00
2.00
3.00
4.00
5.00Total
BusinessLeisure
OtherLeisure & Other
Ground transportation
Parking
VFM: parking facilities
Baggage carts/trolleys
Check-in waiting time
Efficiency of staff
Courtesy of check-in staff
Inspection waiting time
Courtesy of inspection staff
Courtesy of security staff
ThoroughnessSecurity waiting time
Safe/secure feelingEase of finding way
Flight info screensWalking distance
Ease of connectionsCourtesy of airport staff
Eating facilities
VFM: Eating facilities
Bank/ATM/exchange
Shopping facilities
VFM: Shopping facilities
Internet
Lounges
Availability of washrooms
Cleanliness of washrooms
Comfort of waiting/gate areas
Terminal cleanliness
AmbiencePassport inspection
Baggage delivery speedCustoms inspection
Best in class (Customized Panel)Average (Customized Panel)DEN
Number of Airports: 19Number of questionnaires
for DEN: n = 1018
12© 2015 ACI
DEN – Ranking Within the Customized Panel
Overall Satisfaction
13Group Benchmark - Q4 2015© 2015 ACI
5.00
4.98
4.54
4.30
4.27
4.25
4.23
4.18
4.14
4.14
4.13
4.13
4.12
4.11
4.06
4.04
4.04
3.95
3.84
1-S
IN
2-IC
N
3-N
RT
4-M
SP
5-D
TW
6-C
VG
7-D
EN
8-S
AN
9-D
FW
10-C
PH
11-A
TL
12-L
HR
13-Y
YZ
14-S
FO
15-M
UC
16-S
EA
17-H
EL
18-A
MS
19-C
LE
Ave
rage
DEN – Ranking Within the Customized PanelOverall Satisfaction – Total
Group Benchmark - Q4 2015 14
Q7. Based on your experience today, please rate this airport on each service item: Overall satisfaction with the airport.
Ave
rage
All
Airp
orts
4.20
© 2015 ACI
DEN – Ranking Within the Customized PanelOverall Satisfaction – Business
Group Benchmark - Q4 2015 15
Q7. Based on your experience today, please rate this airport on each service item: Overall satisfaction with the airport.
5.00
4.98
4.54
4.26
4.22
4.21
4.15
4.09
4.07
4.07
4.05
4.04
4.03
3.99
3.97
3.93
3.92
3.83
3.72
1-S
IN
2-IC
N
3-N
RT
4-D
TW
5-M
SP
6-C
VG
7-D
EN
8-C
PH
9-LH
R
10-A
TL
11-M
UC
12-Y
YZ
13-S
FO
14-D
FW
15-H
EL
16-S
EA
17-S
AN
18-A
MS
19-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.10
© 2015 ACI
DEN – Ranking Within the Customized PanelOverall Satisfaction – Leisure
Group Benchmark - Q4 2015 16
Q7. Based on your experience today, please rate this airport on each service item: Overall satisfaction with the airport.
5.00
4.99
4.51
4.38
4.30
4.29
4.28
4.28
4.21
4.21
4.19
4.16
4.15
4.15
4.09
4.08
4.07
4.01
3.94
1-S
IN
2-IC
N
3-N
RT
4-M
SP
5-S
AN
6-C
VG
7-D
TW
8-D
EN
9-D
FW
10-C
PH
11-A
TL
12-L
HR
13-Y
YZ
14-S
FO
15-S
EA
16-H
EL
17-M
UC
18-A
MS
19-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.25
© 2015 ACI
DEN – Ranking Within the Customized PanelOverall Satisfaction – Other
Group Benchmark - Q4 2015 17
Q7. Based on your experience today, please rate this airport on each service item: Overall satisfaction with the airport.
5.00
4.96
4.63
4.34
4.29
4.26
4.26
4.25
4.20
4.17
4.16
4.15
4.12
4.11
4.10
4.10
4.07
4.01
3.93
1-S
IN
2-IC
N
3-N
RT
4-S
AN
5-D
TW
6-D
EN
7-C
VG
8-D
FW
9-Y
YZ
10-S
FO
11-L
HR
12-M
UC
13-M
SP
14-C
PH
15-A
TL
16-H
EL
17-S
EA
18-A
MS
19-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.30
© 2015 ACI
DEN – Ranking Within the Customized PanelOverall Satisfaction – Leisure & Other
Group Benchmark - Q4 2015 18
Q7. Based on your experience today, please rate this airport on each service item: Overall satisfaction with the airport.
5.00
4.98
4.54
4.36
4.31
4.29
4.28
4.27
4.22
4.19
4.17
4.16
4.16
4.15
4.09
4.08
4.08
4.01
3.94
1-S
IN
2-IC
N
3-N
RT
4-M
SP
5-S
AN
6-C
VG
7-D
TW
8-D
EN
9-D
FW
10-C
PH
11-A
TL
12-L
HR
13-Y
YZ
14-S
FO
15-S
EA
16-H
EL
17-M
UC
18-A
MS
19-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.26
© 2015 ACI
DEN – Ranking Within the Customized PanelAccess – Ground transportation
Group Benchmark - Q4 2015 20
Q7a. Based on your experience today, please rate this airport on each service item: Ground transportation to/from airport.
4.84
4.82
4.40
4.31
4.29
4.28
4.14
4.11
4.09
4.08
4.08
4.06
4.04
3.99
3.94
3.84
3.81
3.79
3.72
1-IC
N
2-S
IN
3-N
RT
4-C
VG
5-M
SP
6-C
PH
7-S
FO
8-S
AN
9-D
EN
10-A
MS
11-S
EA
12-L
HR
13-D
TW
14-A
TL
15-D
FW
16-Y
YZ
17-H
EL
18-C
LE
19-M
UC
Ave
rage
Ave
rage
All
Airp
orts
4.13
© 2015 ACI
DEN – Ranking Within the Customized PanelAccess – Parking
Group Benchmark - Q4 2015 21
Q7b. Based on your experience today, please rate this airport on each service item: Parking facilities.
4.68
4.63
4.42
4.11
3.97
3.91
3.87
3.86
3.79
3.69
3.66
3.62
3.60
3.55
3.55
3.55
3.54
3.53
3.36
1-IC
N
2-S
IN
3-N
RT
4-C
VG
5-M
SP
6-LH
R
7-D
TW
8-S
FO
9-A
TL
10-A
MS
11-D
EN
12-C
PH
13-S
AN
14-M
UC
15-Y
YZ
16-D
FW
17-H
EL
18-S
EA
19-C
LE
Ave
rage
Ave
rage
All
Airp
orts
3.79
© 2015 ACI
DEN – Ranking Within the Customized PanelAccess – VFM: Parking facilities
Group Benchmark - Q4 2015 22
Q7c. Based on your experience today, please rate this airport on each service item: Value for money of parking facilities.
4.48
4.36
4.00
3.61
3.28
3.22
3.21
3.21
3.11
3.05
3.02
3.00
2.99
2.95
2.89
2.83
2.75
2.59
2.31
1-S
IN
2-IC
N
3-N
RT
4-C
VG
5-A
TL
6-S
FO
7-D
TW
8-C
LE
9-M
SP
10-D
EN
11-L
HR
12-S
AN
13-D
FW
14-S
EA
15-A
MS
16-Y
YZ
17-C
PH
18-H
EL
19-M
UC
Ave
rage
Ave
rage
All
Airp
orts
3.11
© 2015 ACI
DEN – Ranking Within the Customized PanelAccess – Availability of baggage carts/trolleys
Group Benchmark - Q4 2015 23
Q7d. Based on your experience today, please rate this airport on each service item: Availability of baggage carts/trolleys.
4.88
4.81
4.61
4.11
4.11
4.10
4.04
4.04
3.96
3.93
3.83
3.82
3.81
3.80
3.74
3.66
3.63
3.61
3.46
1-S
IN
2-IC
N
3-N
RT
4-Y
YZ
5-D
TW
6-M
SP
7-C
PH
8-LH
R
9-A
MS
10-C
VG
11-A
TL
12-S
FO
13-D
FW
14-D
EN
15-S
AN
16-S
EA
17-H
EL
18-M
UC
19-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.03
© 2015 ACI
DEN – Ranking Within the Customized PanelCheck-in – Check-in waiting time
Group Benchmark - Q4 2015 25
Q7e. Based on your experience today, please rate this airport on each service item: Waiting time in check‐in queue/line.
4.84
4.71
4.55
4.41
4.32
4.31
4.26
4.24
4.22
4.19
4.15
4.14
4.12
4.12
4.11
4.06
3.97
3.92
3.84
1-S
IN
2-IC
N
3-N
RT
4-S
AN
5-D
FW
6-M
SP
7-C
VG
8-D
EN
9-C
PH
10-S
FO
11-L
HR
12-H
EL
13-S
EA
14-D
TW
15-A
TL
16-C
LE
17-A
MS
18-Y
YZ
19-M
UC
Ave
rage
Ave
rage
All
Airp
orts
4.23
© 2015 ACI
DEN – Ranking Within the Customized PanelCheck-in – Efficiency of check-in staff
Group Benchmark - Q4 2015 26
Q7f. Based on your experience today, please rate this airport on each service item: Efficiency of check‐in staff.
4.88
4.86
4.72
4.45
4.42
4.38
4.36
4.35
4.32
4.29
4.28
4.28
4.23
4.22
4.20
4.19
4.14
4.11
3.99
1-S
IN
2-IC
N
3-N
RT
4-M
SP
5-S
AN
6-D
EN
7-D
FW
8-C
VG
9-LH
R
10-S
FO
11-S
EA
12-C
PH
13-C
LE
14-D
TW
15-A
TL
16-Y
YZ
17-H
EL
18-A
MS
19-M
UC
Ave
rage
Ave
rage
All
Airp
orts
4.34
© 2015 ACI
DEN – Ranking Within the Customized PanelCheck-in – Courtesy of check-in staff
Group Benchmark - Q4 2015 27
Q7g. Based on your experience today, please rate this airport on each service item: Courtesy and helpfulness of check‐in staff.
4.88
4.87
4.79
4.43
4.41
4.40
4.37
4.34
4.33
4.32
4.31
4.30
4.28
4.25
4.24
4.22
4.21
4.18
4.08
1-S
IN
2-IC
N
3-N
RT
4-S
AN
5-M
SP
6-D
EN
7-C
VG
8-D
FW
9-LH
R
10-S
EA
11-S
FO
12-C
PH
13-C
LE
14-D
TW
15-A
TL
16-Y
YZ
17-H
EL
18-A
MS
19-M
UC
Ave
rage
Ave
rage
All
Airp
orts
4.37
© 2015 ACI
DEN – Ranking Within the Customized PanelPassport Control – Inspection waiting time
Group Benchmark - Q4 2015 29
Q7h. Based on your experience today, please rate this airport on each service item: Waiting time at passport/personal ID inspection.
4.87
4.81
4.70
4.33
4.31
4.25
4.19
4.18
4.13
4.09
4.07
4.02
4.00
3.99
3.98
3.97
3.93
3.83
3.75
1-S
IN
2-IC
N
3-N
RT
4-S
AN
5-D
FW
6-H
EL
7-C
VG
8-LH
R
9-C
PH
10-D
TW
11-S
FO
12-D
EN
13-M
UC
14-A
TL
15-C
LE
16-S
EA
17-A
MS
18-M
SP
19-Y
YZ
Ave
rage
Ave
rage
All
Airp
orts
4.22
© 2015 ACI
DEN – Ranking Within the Customized PanelPassport Control – Courtesy of inspection staff
Group Benchmark - Q4 2015 30
Q7i. Based on your experience today, please rate this airport on each service item: Courtesy and helpfulness of inspection staff.
4.87
4.85
4.56
4.32
4.32
4.26
4.25
4.21
4.17
4.16
4.16
4.12
4.10
4.08
4.07
4.05
4.04
4.01
3.85
1-S
IN
2-IC
N
3-N
RT
4-S
AN
5-D
TW
6-C
VG
7-D
FW
8-C
PH
9-H
EL
10-L
HR
11-D
EN
12-C
LE
13-S
FO
14-M
SP
15-S
EA
16-A
MS
17-M
UC
18-A
TL
19-Y
YZ
Ave
rage
Ave
rage
All
Airp
orts
4.25
© 2015 ACI
DEN – Ranking Within the Customized PanelSecurity – Courtesy of security staff
Group Benchmark - Q4 2015 32© 2015 ACI
Q7j. Based on your experience today, please rate this airport on each service item: Courtesy and helpfulness of security staff.
4.90
4.83
4.59
4.33
4.22
4.21
4.21
4.20
4.20
4.13
4.10
4.06
4.03
4.01
3.99
3.98
3.96
3.96
3.89
1-S
IN
2-IC
N
3-N
RT
4-D
TW
5-D
FW
6-S
AN
7-M
SP
8-C
PH
9-C
VG
10-H
EL
11-D
EN
12-C
LE
13-L
HR
14-S
FO
15-A
MS
16-S
EA
17-A
TL
18-Y
YZ
19-M
UC
Ave
rage
Ave
rage
All
Airp
orts
4.17
DEN – Ranking Within the Customized PanelSecurity – Thoroughness of inspection
Group Benchmark - Q4 2015 33© 2015 ACI
Q7k. Based on your experience today, please rate this airport on each service item: Thoroughness of security inspection.
4.89
4.88
4.59
4.34
4.27
4.26
4.22
4.21
4.18
4.15
4.11
4.11
4.11
4.10
4.09
4.08
4.07
4.03
4.00
1-S
IN
2-IC
N
3-N
RT
4-D
TW
5-M
SP
6-S
AN
7-D
FW
8-C
VG
9-C
PH
10-L
HR
11-D
EN
12-H
EL
13-S
FO
14-C
LE
15-A
MS
16-S
EA
17-M
UC
18-Y
YZ
19-A
TL
Ave
rage
Ave
rage
All
Airp
orts
4.22
DEN – Ranking Within the Customized PanelSecurity – Security waiting time
Group Benchmark - Q4 2015 34© 2015 ACI
Q7l. Based on your experience today, please rate this airport on each service item: Waiting time at security inspection.
4.89
4.81
4.70
4.26
4.18
4.14
4.09
4.09
4.01
3.94
3.93
3.93
3.89
3.84
3.82
3.80
3.77
3.73
3.72
1-S
IN
2-IC
N
3-N
RT
4-S
AN
5-M
SP
6-D
FW
7-D
TW
8-C
VG
9-H
EL
10-S
FO
11-C
PH
12-L
HR
13-C
LE
14-D
EN
15-M
UC
16-A
MS
17-S
EA
18-Y
YZ
19-A
TL
Ave
rage
Ave
rage
All
Airp
orts
4.05
DEN – Ranking Within the Customized PanelSecurity – Safe/secure feeling
Group Benchmark - Q4 2015 35© 2015 ACI
Q7m. Based on your experience today, please rate this airport on each service item: Feeling of being safe and secure.
4.93
4.90
4.70
4.40
4.38
4.33
4.29
4.27
4.27
4.25
4.22
4.20
4.16
4.15
4.14
4.14
4.11
4.10
4.10
1-S
IN
2-IC
N
3-N
RT
4-H
EL
5-D
TW
6-M
SP
7-C
PH
8-S
AN
9-C
VG
10-D
FW
11-L
HR
12-D
EN
13-S
FO
14-Y
YZ
15-A
MS
16-C
LE
17-A
TL
18-S
EA
19-M
UC
Ave
rage
Ave
rage
All
Airp
orts
4.30
DEN – Ranking Within the Customized PanelFinding Way – Ease of finding way through airport
Group Benchmark - Q4 2015 37© 2015 ACI
Q7n. Based on your experience today, please rate this airport on each service item: Ease of finding your way through airport.
4.86
4.81
4.55
4.42
4.40
4.40
4.32
4.30
4.27
4.23
4.21
4.20
4.18
4.16
4.14
4.02
3.94
3.90
3.89
1-S
IN
2-IC
N
3-N
RT
4-D
TW
5-C
VG
6-S
AN
7-D
EN
8-M
SP
9-C
PH
10-D
FW
11-S
FO
12-A
TL
13-S
EA
14-H
EL
15-L
HR
16-M
UC
17-A
MS
18-Y
YZ
19-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.25
DEN – Ranking Within the Customized PanelFinding Way – Flight info screens
Group Benchmark - Q4 2015 38© 2015 ACI
Q7o. Based on your experience today, please rate this airport on each service item: Flight information screens.
4.89
4.86
4.55
4.44
4.43
4.37
4.35
4.28
4.26
4.24
4.24
4.24
4.23
4.21
4.21
4.07
4.06
4.04
4.01
1-IC
N
2-S
IN
3-N
RT
4-M
SP
5-D
EN
6-C
VG
7-D
TW
8-S
AN
9-C
PH
10-A
TL
11-S
EA
12-S
FO
13-L
HR
14-H
EL
15-D
FW
16-A
MS
17-Y
YZ
18-M
UC
19-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.29
DEN – Ranking Within the Customized PanelFinding Way – Walking distance inside terminal
Group Benchmark - Q4 2015 39© 2015 ACI
Q7p. Based on your experience today, please rate this airport on each service item: Walking distance inside the terminal.
4.77
4.73
4.29
4.03
4.01
3.97
3.91
3.89
3.88
3.88
3.86
3.79
3.78
3.76
3.68
3.67
3.55
3.53
3.30
1-IC
N
2-S
IN
3-S
AN
4-C
VG
5-N
RT
6-S
FO
7-D
TW
8-H
EL
9-D
EN
10-D
FW
11-S
EA
12-M
SP
13-C
LE
14-A
TL
15-C
PH
16-L
HR
17-M
UC
18-Y
YZ
19-A
MS
Ave
rage
Ave
rage
All
Airp
orts
3.86
DEN – Ranking Within the Customized PanelFinding Way – Ease of connections
Group Benchmark - Q4 2015 40© 2015 ACI
Q7q. Based on your experience today, please rate this airport on each service item: Ease of making connections with other flights.
4.89
4.82
4.51
4.47
4.27
4.24
4.24
4.19
4.19
4.16
4.15
4.07
4.07
4.05
4.02
3.96
3.72
3.72
3.66
1-IC
N
2-S
IN
3-N
RT
4-C
VG
5-S
AN
6-D
TW
7-C
LE
8-D
EN
9-H
EL
10-C
PH
11-A
TL
12-M
UC
13-S
EA
14-S
FO
15-D
FW
16-M
SP
17-L
HR
18-A
MS
19-Y
YZ
Ave
rage
Ave
rage
All
Airp
orts
4.08
DEN – Ranking Within the Customized PanelAirport Facilities – Courtesy of airport staff
Group Benchmark - Q4 2015 42© 2015 ACI
Q7r. Based on your experience today, please rate this airport on each service item: Courtesy and helpfulness of airport staff (excluding check‐in, passport control and security).
4.91
4.88
4.71
4.38
4.36
4.36
4.33
4.31
4.29
4.25
4.22
4.22
4.20
4.19
4.17
4.16
4.12
4.05
4.04
1-IC
N
2-S
IN
3-N
RT
4-D
TW
5-S
AN
6-M
SP
7-D
EN
8-C
VG
9-D
FW
10-A
TL
11-L
HR
12-S
FO
13-H
EL
14-S
EA
15-C
PH
16-C
LE
17-Y
YZ
18-A
MS
19-M
UC
Ave
rage
Ave
rage
All
Airp
orts
4.30
DEN – Ranking Within the Customized PanelAirport Facilities – Eating facilities
Group Benchmark - Q4 2015 43© 2015 ACI
Q7s. Based on your experience today, please rate this airport on each service item: Restaurant/Eating facilities.
4.72
4.68
4.23
4.15
4.07
4.02
4.02
3.98
3.95
3.90
3.88
3.81
3.80
3.76
3.76
3.75
3.75
3.73
3.66
1-IC
N
2-S
IN
3-N
RT
4-M
SP
5-A
TL
6-D
EN
7-D
FW
8-D
TW
9-C
PH
10-L
HR
11-C
VG
12-S
EA
13-H
EL
14-Y
YZ
15-S
FO
16-M
UC
17-S
AN
18-C
LE
19-A
MS
Ave
rage
Ave
rage
All
Airp
orts
3.96
DEN – Ranking Within the Customized PanelAirport Facilities – VFM: Eating facilities
Group Benchmark - Q4 2015 44© 2015 ACI
Q7t. Based on your experience today, please rate this airport on each service item: Value for money of restaurant/eating facilities.
4.54
4.52
3.94
3.58
3.56
3.47
3.46
3.38
3.37
3.33
3.29
3.28
3.25
3.20
3.02
3.01
2.91
2.91
2.69
1-S
IN
2-IC
N
3-N
RT
4-C
VG
5-D
TW
6-M
SP
7-D
FW
8-A
TL
9-D
EN
10-L
HR
11-C
LE
12-S
AN
13-S
EA
14-Y
YZ
15-C
PH
16-S
FO
17-M
UC
18-A
MS
19-H
EL
Ave
rage
Ave
rage
All
Airp
orts
3.34
DEN – Ranking Within the Customized PanelAirport Facilities – Availability of bank/ATM/exchange
Group Benchmark - Q4 2015 45© 2015 ACI
Q7u. Based on your experience today, please rate this airport on each service item: Availability of bank/ATM facilities/money changers.
4.78
4.77
4.51
3.95
3.95
3.93
3.89
3.81
3.80
3.78
3.77
3.76
3.76
3.73
3.71
3.68
3.63
3.60
3.51
1-IC
N
2-S
IN
3-N
RT
4-D
FW
5-C
VG
6-D
TW
7-LH
R
8-S
FO
9-D
EN
10-A
TL
11-C
PH
12-A
MS
13-Y
YZ
14-M
SP
15-H
EL
16-S
AN
17-S
EA
18-C
LE
19-M
UC
Ave
rage
Ave
rage
All
Airp
orts
3.92
DEN – Ranking Within the Customized PanelAirport Facilities – Shopping facilities
Group Benchmark - Q4 2015 46© 2015 ACI
Q7v. Based on your experience today, please rate this airport on each service item: Shopping facilities.
4.83
4.82
4.39
4.14
4.11
3.96
3.94
3.91
3.89
3.86
3.86
3.83
3.74
3.72
3.69
3.67
3.64
3.55
3.49
1-S
IN
2-IC
N
3-N
RT
4-C
PH
5-M
SP
6-LH
R
7-D
TW
8-A
TL
9-D
FW
10-D
EN
11-S
EA
12-M
UC
13-H
EL
14-A
MS
15-C
VG
16-Y
YZ
17-S
FO
18-C
LE
19-S
AN
Ave
rage
Ave
rage
All
Airp
orts
3.96
DEN – Ranking Within the Customized PanelAirport Facilities – VFM: Shopping facilities
Group Benchmark - Q4 2015 47© 2015 ACI
Q7w. Based on your experience today, please rate this airport on each service item: Value for money of shopping facilities.
4.77
4.52
4.21
3.41
3.39
3.35
3.34
3.33
3.27
3.24
3.24
3.17
3.13
3.08
3.07
3.03
3.00
2.92
2.92
1-IC
N
2-S
IN
3-N
RT
4-C
VG
5-D
TW
6-D
FW
7-A
TL
8-M
SP
9-D
EN
10-L
HR
11-S
EA
12-C
PH
13-S
AN
14-C
LE
15-Y
YZ
16-S
FO
17-M
UC
18-H
EL
19-A
MS
Ave
rage
Ave
rage
All
Airp
orts
3.36
DEN – Ranking Within the Customized PanelAirport Facilities – Internet access/WiFi
Group Benchmark - Q4 2015 48© 2015 ACI
Q7x. Based on your experience today, please rate this airport on each service item: Internet access/Wi‐Fi.
4.82
4.61
4.37
4.15
4.08
4.00
4.00
3.98
3.89
3.87
3.77
3.77
3.73
3.72
3.69
3.53
3.51
3.37
3.15
1-IC
N
2-S
IN
3-N
RT
4-H
EL
5-D
EN
6-S
FO
7-C
VG
8-D
FW
9-C
LE
10-A
TL
11-S
EA
12-D
TW
13-Y
YZ
14-L
HR
15-A
MS
16-C
PH
17-M
SP
18-M
UC
19-S
AN
Ave
rage
Ave
rage
All
Airp
orts
3.90
DEN – Ranking Within the Customized PanelAirport Facilities – Business/Executive lounges
Group Benchmark - Q4 2015 49© 2015 ACI
Q7y. Based on your experience today, please rate this airport on each service item: Business/Executive lounges.
4.90
4.82
4.40
4.33
4.04
4.03
4.00
3.91
3.90
3.85
3.82
3.81
3.80
3.79
3.73
3.66
3.64
3.48
3.34
1-IC
N
2-S
IN
3-N
RT
4-D
TW
5-D
FW
6-LH
R
7-M
SP
8-D
EN
9-A
TL
10-M
UC
11-Y
YZ
12-C
PH
13-H
EL
14-C
VG
15-S
FO
16-S
EA
17-A
MS
18-C
LE
19-S
AN
Ave
rage
Ave
rage
All
Airp
orts
4.02
DEN – Ranking Within the Customized PanelAirport Facilities – Availability of washrooms
Group Benchmark - Q4 2015 50© 2015 ACI
Q7z. Based on your experience today, please rate this airport on each service item: Availability of washrooms/toilets.
4.95
4.87
4.68
4.35
4.33
4.31
4.27
4.22
4.19
4.16
4.15
4.15
4.09
4.09
4.06
3.94
3.93
3.92
3.86
1-IC
N
2-S
IN
3-N
RT
4-D
TW
5-C
VG
6-D
EN
7-M
SP
8-A
TL
9-D
FW
10-S
FO
11-S
AN
12-Y
YZ
13-S
EA
14-L
HR
15-C
LE
16-C
PH
17-M
UC
18-A
MS
19-H
EL
Ave
rage
Ave
rage
All
Airp
orts
4.21
DEN – Ranking Within the Customized PanelAirport Facilities – Cleanliness of washrooms
Group Benchmark - Q4 2015 51© 2015 ACI
Q7aa. Based on your experience today, please rate this airport on each service item: Cleanliness of washrooms/toilets.
4.94
4.86
4.69
4.23
4.15
4.14
4.13
4.07
4.05
4.05
4.02
4.00
3.97
3.89
3.87
3.84
3.81
3.81
3.78
1-IC
N
2-S
IN
3-N
RT
4-C
VG
5-S
AN
6-D
TW
7-M
SP
8-D
EN
9-A
TL
10-L
HR
11-Y
YZ
12-D
FW
13-S
FO
14-M
UC
15-S
EA
16-C
LE
17-C
PH
18-H
EL
19-A
MS
Ave
rage
Ave
rage
All
Airp
orts
4.09
DEN – Ranking Within the Customized PanelAirport Facilities – Comfort of waiting/gate areas
Group Benchmark - Q4 2015 52© 2015 ACI
Q7bb. Based on your experience today, please rate this airport on each service item: Comfort of waiting/gate areas.
4.93
4.84
4.49
4.14
4.11
4.05
4.05
3.99
3.97
3.93
3.92
3.91
3.79
3.75
3.73
3.70
3.60
3.45
3.39
1-IC
N
2-S
IN
3-N
RT
4-M
SP
5-C
VG
6-D
FW
7-D
TW
8-Y
YZ
9-S
FO
10-A
TL
11-D
EN
12-S
AN
13-C
LE
14-L
HR
15-S
EA
16-M
UC
17-C
PH
18-H
EL
19-A
MS
Ave
rage
Ave
rage
All
Airp
orts
3.93
DEN – Ranking Within the Customized PanelAirport Environment – Terminal cleanliness
Group Benchmark - Q4 2015 54© 2015 ACI
Q7cc. Based on your experience today, please rate this airport on each service item: Cleanliness of airport terminal.
4.98
4.95
4.78
4.42
4.40
4.38
4.29
4.28
4.27
4.25
4.23
4.22
4.22
4.19
4.12
4.04
4.04
3.97
3.93
1-IC
N
2-S
IN
3-N
RT
4-C
VG
5-M
SP
6-D
TW
7-D
EN
8-Y
YZ
9-LH
R
10-S
AN
11-S
FO
12-D
FW
13-M
UC
14-A
TL
15-H
EL
16-S
EA
17-C
PH
18-A
MS
19-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.29
DEN – Ranking Within the Customized PanelAirport Environment – Ambience of the airport
Group Benchmark - Q4 2015 55© 2015 ACI
Q7dd. Based on your experience today, please rate this airport on each service item: Ambience of the airport.
4.96
4.91
4.61
4.28
4.24
4.14
4.12
4.07
4.04
4.03
4.02
4.02
4.00
3.99
3.96
3.90
3.89
3.72
3.50
1-IC
N
2-S
IN
3-N
RT
4-D
TW
5-M
SP
6-C
VG
7-D
EN
8-Y
YZ
9-S
FO
10-S
AN
11-C
PH
12-L
HR
13-D
FW
14-A
TL
15-M
UC
16-H
EL
17-S
EA
18-A
MS
19-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.09
DEN – Ranking Within the Customized PanelArrivals Services – Passport inspection
Group Benchmark - Q4 2015 57© 2015 ACI
Q10a. Based on your experience today, please rate this airport on each service item: Passport/Personal ID inspection.
4.85
4.82
4.62
4.21
4.20
4.19
4.17
4.16
4.08
4.03
4.03
4.02
4.01
4.00
3.99
3.97
3.95
3.90
3.88
1-S
IN
2-IC
N
3-N
RT
4-D
FW
5-D
TW
6-C
VG
7-M
SP
8-S
AN
9-H
EL
10-Y
YZ
11-D
EN
12-A
TL
13-S
EA
14-C
LE
15-C
PH
16-M
UC
17-S
FO
18-A
MS
19-L
HR
Ave
rage
Ave
rage
All
Airp
orts
4.10
DEN – Ranking Within the Customized PanelArrivals Services – Baggage delivery speed
Group Benchmark - Q4 2015 58© 2015 ACI
Q10b. Based on your experience today, please rate this airport on each service item: Speed of baggage delivery service.
4.79
4.70
4.35
4.08
3.94
3.90
3.88
3.84
3.82
3.82
3.78
3.73
3.72
3.68
3.65
3.59
3.51
3.44
3.34
1-S
IN
2-IC
N
3-N
RT
4-D
TW
5-M
SP
6-S
AN
7-A
TL
8-S
EA
9-D
FW
10-C
VG
11-C
LE
12-L
HR
13-D
EN
14-S
FO
15-H
EL
16-Y
YZ
17-A
MS
18-M
UC
19-C
PH
Ave
rage
Ave
rage
All
Airp
orts
3.85
DEN – Ranking Within the Customized PanelArrivals Services – Customs inspection
Group Benchmark - Q4 2015 59© 2015 ACI
Q10c. Based on your experience today, please rate this airport on each service item: Customs inspection.
4.87
4.84
4.59
4.34
4.07
4.04
4.04
3.99
3.98
3.98
3.94
3.94
3.92
3.91
3.88
3.85
3.84
3.83
3.72
1-IC
N
2-S
IN
3-N
RT
4-D
TW
5-D
FW
6-C
VG
7-S
AN
8-H
EL
9-D
EN
10-Y
YZ
11-A
TL
12-S
EA
13-C
LE
14-M
SP
15-L
HR
16-M
UC
17-C
PH
18-S
FO
19-A
MS
Ave
rage
Ave
rage
All
Airp
orts
4.07
DEN – Performance vs. Other Airports in North AmericaTotal Traffic
Group Benchmark - Q4 2015
1.00
2.00
3.00
4.00
5.00Total
BusinessLeisure
OtherLeisure & Other
Ground transportation
Parking
VFM: parking facilities
Baggage carts/trolleys
Check-in waiting time
Efficiency of staff
Courtesy of check-in staff
Inspection waiting time
Courtesy of inspection staff
Courtesy of security staff
ThoroughnessSecurity waiting time
Safe/secure feelingEase of finding way
Flight info screensWalking distance
Ease of connectionsCourtesy of airport staff
Eating facilities
VFM: Eating facilities
Bank/ATM/exchange
Shopping facilities
VFM: Shopping facilities
Internet
Lounges
Availability of washrooms
Cleanliness of washrooms
Comfort of waiting/gate areas
Terminal cleanliness
AmbiencePassport inspection
Baggage delivery speedCustoms inspection
Best in class (NorthAmerica)Average (NorthAmerica)DEN
Number of Airports: 41Number of questionnaires
for DEN: n = 1018
61© 2015 ACI
4.62
4.50
4.48
4.47
4.47
4.47
4.45
4.42
4.40
4.40
4.38
4.38
4.37
4.37
4.37
4.36
4.36
4.34
4.30
1-P
WM
2-IN
D
3-Y
OW
4-G
RR
5-TP
A
6-JA
X
7-Y
TZ
8-Y
QB
9-A
US
10-D
AL
11-Y
YJ
12-S
JC
13-Y
XE
14-S
MF
15-S
AT
16-Y
HZ
17-E
LP
18-Y
EG
19-M
SP
Ave
rage
DEN – Ranking Within North AmericaOverall Satisfaction – Total
Group Benchmark - Q4 2015 63
Q7. Based on your experience today, please rate this airport on each service item: Overall satisfaction with the airport.
Ave
rage
All
Airp
orts
4.23
© 2015 ACI
4.29
4.29
4.27
4.27
4.27
4.27
4.25
4.23
4.21
4.18
4.18
4.14
4.13
4.12
4.11
4.11
4.08
4.07
4.04
4.03
3.95
3.84
20-B
NA
21-P
IT
22-S
LC
23-Y
WG
24-Y
LW
25-D
TW
26-C
VG
27-D
EN
28-Y
QR
29-S
AN
30-Y
YT
31-D
FW
32-A
TL
33-Y
YZ
34-C
MH
35-S
FO
36-B
OS
37-S
TL
38-S
EA
39-Y
UL
40-F
LL
41-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.23
4.22
4.21
4.21
4.20
4.19
4.15
4.13
4.08
4.07
4.07
4.05
4.04
4.03
4.00
3.99
3.95
3.94
3.93
3.93
3.92
3.91
3.72
20-M
SP
21-C
VG
22-S
LC
23-Y
WG
24-B
NA
25-D
EN
26-P
IT
27-Y
LW
28-A
TL
29-Y
YT
30-Y
QR
31-Y
YZ
32-S
FO
33-C
MH
34-D
FW
35-B
OS
36-S
TL
37-S
EA
38-F
LL
39-S
AN
40-Y
UL
41-C
LE
Ave
rage
DEN – Ranking Within North AmericaOverall Satisfaction – Business
Group Benchmark - Q4 2015 64
Q7. Based on your experience today, please rate this airport on each service item: Overall satisfaction with the airport.
4.53
4.48
4.48
4.47
4.46
4.43
4.39
4.38
4.38
4.38
4.37
4.37
4.34
4.33
4.33
4.32
4.30
4.27
4.26
1-P
WM
2-Y
OW
3-JA
X
4-G
RR
5-TP
A
6-IN
D
7-Y
QB
8-S
JC
9-Y
TZ
10-E
LP
11-Y
XE
12-Y
YJ
13-D
AL
14-S
AT
15-A
US
16-Y
EG
17-Y
HZ
18-S
MF
19-D
TW
Ave
rage
Ave
rage
All
Airp
orts
4.16
Ave
rage
All
Airp
orts
4.16
© 2015 ACI
DEN – Ranking Within North AmericaOverall Satisfaction – Leisure
Group Benchmark - Q4 2015 65
Q7. Based on your experience today, please rate this airport on each service item: Overall satisfaction with the airport.
4.66
4.58
4.54
4.50
4.48
4.48
4.48
4.47
4.46
4.45
4.44
4.44
4.42
4.41
4.41
4.39
4.38
4.38
4.38
1-P
WM
2-Y
TZ
3-IN
D
4-G
RR
5-TP
A
6-S
MF
7-JA
X
8-A
US
9-Y
OW
10-D
AL
11-S
AT
12-Y
QB
13-Y
HZ
14-Y
YJ
15-B
NA
16-S
JC
17-M
SP
18-Y
XE
19-P
IT
Ave
rage
Ave
rage
All
Airp
orts
4.28
4.38
4.37
4.34
4.34
4.33
4.32
4.30
4.29
4.28
4.28
4.27
4.24
4.22
4.21
4.19
4.18
4.15
4.15
4.13
4.09
3.94
3.94
20-Y
LW
21-Y
EG
22-Y
QR
23-Y
WG
24-E
LP
25-S
LC
26-S
AN
27-C
VG
28-D
TW
29-D
EN
30-Y
YT
31-C
MH
32-S
TL
33-D
FW
34-A
TL
35-B
OS
36-Y
YZ
37-S
FO
38-Y
UL
39-S
EA
40-F
LL
41-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.28
© 2015 ACI
DEN – Ranking Within North AmericaOverall Satisfaction – Other
Group Benchmark - Q4 2015 66
Q7. Based on your experience today, please rate this airport on each service item: Overall satisfaction with the airport.
4.61
4.57
4.57
4.44
4.44
4.43
4.41
4.41
4.39
4.37
4.37
4.35
4.35
4.34
4.34
4.34
4.30
4.30
4.29
1-P
WM
2-IN
D
3-Y
OW
4-Y
QB
5-D
AL
6-P
IT
7-TP
A
8-Y
LW
9-JA
X
10-E
LP
11-G
RR
12-S
JC
13-Y
WG
14-Y
XE
15-S
AN
16-Y
HZ
17-Y
EG
18-S
LC
19-D
TW
Ave
rage
Ave
rage
All
Airp
orts
4.23
4.29
4.28
4.27
4.26
4.26
4.26
4.25
4.20
4.20
4.19
4.18
4.18
4.17
4.12
4.10
4.08
4.08
4.07
4.06
4.00
3.97
3.93
20-S
MF
21-Y
TZ
22-A
US
23-D
EN
24-B
NA
25-C
VG
26-D
FW
27-Y
YZ
28-S
AT
29-Y
YJ
30-B
OS
31-Y
YT
32-S
FO
33-M
SP
34-A
TL
35-S
TL
36-Y
QR
37-S
EA
38-C
MH
39-F
LL
40-Y
UL
41-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.23
© 2015 ACI
DEN – Ranking Within North AmericaOverall Satisfaction – Leisure & Other
Group Benchmark - Q4 2015 67
Q7. Based on your experience today, please rate this airport on each service item: Overall satisfaction with the airport.
4.65
4.55
4.53
4.48
4.47
4.47
4.46
4.45
4.45
4.44
4.44
4.40
4.39
4.39
4.39
4.38
4.38
4.38
4.37
1-P
WM
2-IN
D
3-Y
TZ
4-Y
OW
5-G
RR
6-TP
A
7-JA
X
8-D
AL
9-A
US
10-S
MF
11-Y
QB
12-Y
HZ
13-S
AT
14-Y
YJ
15-P
IT
16-S
JC
17-Y
LW
18-B
NA
19-Y
XE
Ave
rage
Ave
rage
All
Airp
orts
4.28
4.36
4.35
4.34
4.34
4.32
4.31
4.30
4.29
4.28
4.27
4.26
4.22
4.21
4.19
4.18
4.17
4.16
4.15
4.10
4.09
3.95
3.94
20-M
SP
21-Y
EG
22-E
LP
23-Y
WG
24-S
LC
25-S
AN
26-Y
QR
27-C
VG
28-D
TW
29-D
EN
30-Y
YT
31-D
FW
32-C
MH
33-S
TL
34-B
OS
35-A
TL
36-Y
YZ
37-S
FO
38-Y
UL
39-S
EA
40-F
LL
41-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.28
© 2015 ACI
DEN – Ranking Within North AmericaAccess – Ground transportation
Group Benchmark - Q4 2015 69
Q7a. Based on your experience today, please rate this airport on each service item: Ground transportation to/from airport.
4.42
4.32
4.31
4.30
4.29
4.27
4.25
4.24
4.24
4.23
4.22
4.22
4.18
4.18
4.15
4.15
4.15
4.14
4.13
1-S
LC
2-IN
D
3-C
VG
4-P
WM
5-M
SP
6-C
MH
7-JA
X
8-A
US
9-S
JC
10-Y
TZ
11-Y
HZ
12-T
PA
13-E
LP
14-B
NA
15-S
MF
16-D
AL
17-G
RR
18-S
FO
19-Y
OW
Ave
rage
Ave
rage
All
Airp
orts
4.09
4.11
4.10
4.09
4.08
4.07
4.05
4.04
4.04
4.02
4.02
4.02
4.00
3.99
3.98
3.97
3.94
3.94
3.92
3.89
3.86
3.84
3.79
20-S
AN
21-P
IT
22-D
EN
23-S
EA
24-Y
WG
25-Y
EG
26-D
TW
27-F
LL
28-S
TL
29-B
OS
30-Y
YJ
31-S
AT
32-A
TL
33-Y
QB
34-Y
QR
35-D
FW
36-Y
LW
37-Y
XE
38-Y
YT
39-Y
UL
40-Y
YZ
41-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.09
© 2015 ACI
DEN – Ranking Within North AmericaAccess – Parking
Group Benchmark - Q4 2015 70
Q7b. Based on your experience today, please rate this airport on each service item: Parking facilities.
4.43
4.26
4.24
4.18
4.18
4.11
4.10
4.09
4.05
4.04
4.03
3.97
3.95
3.92
3.90
3.89
3.88
3.88
3.87
1-G
RR
2-A
US
3-P
WM
4-IN
D
5-JA
X
6-C
VG
7-S
JC
8-C
MH
9-Y
HZ
10-T
PA
11-B
NA
12-M
SP
13-Y
QB
14-E
LP
15-S
MF
16-Y
QR
17-Y
YJ
18-S
LC
19-D
TW
Ave
rage
Ave
rage
All
Airp
orts
3.82
3.87
3.86
3.84
3.82
3.79
3.78
3.77
3.76
3.75
3.66
3.62
3.60
3.55
3.55
3.55
3.54
3.53
3.47
3.38
3.36
3.32
3.16
20-Y
WG
21-S
FO
22-S
TL
23-P
IT
24-A
TL
25-Y
EG
26-Y
LW
27-D
AL
28-Y
XE
29-D
EN
30-Y
OW
31-S
AN
32-F
LL
33-Y
YZ
34-D
FW
35-Y
YT
36-S
EA
37-Y
TZ
38-Y
UL
39-C
LE
40-S
AT
41-B
OS
Ave
rage
Ave
rage
All
Airp
orts
3.82
© 2015 ACI
DEN – Ranking Within North AmericaAccess – VFM: Parking facilities
Group Benchmark - Q4 2015 71
Q7c. Based on your experience today, please rate this airport on each service item: Value for money of parking facilities.
3.92
3.88
3.84
3.78
3.69
3.68
3.61
3.55
3.52
3.52
3.51
3.48
3.42
3.42
3.41
3.38
3.33
3.32
3.29
1-JA
X
2-E
LP
3-IN
D
4-P
WM
5-C
MH
6-G
RR
7-C
VG
8-A
US
9-TP
A
10-P
IT
11-Y
YJ
12-S
TL
13-B
NA
14-Y
HZ
15-S
MF
16-D
AL
17-S
JC
18-S
LC
19-Y
LW
Ave
rage
Ave
rage
All
Airp
orts
3.32
3.28
3.26
3.24
3.22
3.21
3.21
3.16
3.15
3.13
3.13
3.11
3.11
3.05
3.03
3.01
3.00
2.99
2.95
2.88
2.85
2.83
2.69
20-A
TL
21-Y
QR
22-S
AT
23-S
FO
24-D
TW
25-C
LE
26-F
LL
27-Y
QB
28-Y
WG
29-Y
EG
30-Y
XE
31-M
SP
32-D
EN
33-Y
OW
34-Y
YT
35-S
AN
36-D
FW
37-S
EA
38-Y
UL
39-Y
TZ
40-Y
YZ
41-B
OS
Ave
rage
Ave
rage
All
Airp
orts
3.32
© 2015 ACI
DEN – Ranking Within North AmericaAccess – Availability of baggage carts/trolleys
Group Benchmark - Q4 2015 72
4.26
4.26
4.23
4.21
4.16
4.15
4.13
4.11
4.11
4.10
4.09
4.06
4.04
4.03
4.03
4.02
4.00
3.98
3.96
1-Y
QB
2-Y
HZ
3-S
JC
4-Y
OW
5-Y
YJ
6-Y
WG
7-Y
UL
8-Y
YZ
9-D
TW
10-M
SP
11-Y
EG
12-IN
D
13-Y
LW
14-E
LP
15-J
AX
16-Y
QR
17-S
LC
18-Y
YT
19-T
PA
Ave
rage
Ave
rage
All
Airp
orts
3.94
3.96
3.96
3.95
3.93
3.92
3.88
3.88
3.85
3.83
3.83
3.83
3.83
3.82
3.82
3.81
3.80
3.79
3.76
3.76
3.74
3.66
3.46
20-S
AT
21-G
RR
22-Y
XE
23-C
VG
24-P
WM
25-B
NA
26-S
MF
27-C
MH
28-A
TL
29-S
TL
30-A
US
31-P
IT
32-B
OS
33-S
FO
34-D
FW
35-D
EN
36-D
AL
37-F
LL
38-Y
TZ
39-S
AN
40-S
EA
41-C
LE
Ave
rage
Ave
rage
All
Airp
orts
3.94
© 2015 ACI
DEN – Ranking Within North AmericaCheck-in – Check-in waiting time
Group Benchmark - Q4 2015 74
Q7e. Based on your experience today, please rate this airport on each service item: Waiting time in check‐in queue/line.
4.72
4.60
4.55
4.55
4.55
4.54
4.50
4.48
4.46
4.45
4.44
4.42
4.41
4.41
4.40
4.40
4.40
4.40
4.36
1-P
WM
2-G
RR
3-Y
YJ
4-Y
QR
5-Y
TZ
6-Y
HZ
7-TP
A
8-S
JC
9-IN
D
10-J
AX
11-S
AT
12-Y
OW
13-S
AN
14-Y
EG
15-E
LP
16-Y
LW
17-Y
YT
18-S
MF
19-Y
XE
Ave
rage
Ave
rage
All
Airp
orts
4.31
4.34
4.33
4.33
4.32
4.32
4.31
4.31
4.31
4.31
4.28
4.26
4.25
4.25
4.24
4.23
4.19
4.12
4.12
4.11
4.09
4.06
3.92
20-D
AL
21-C
MH
22-P
IT
23-D
FW
24-S
TL
25-S
LC
26-M
SP
27-Y
QB
28-B
NA
29-B
OS
30-C
VG
31-Y
WG
32-Y
UL
33-D
EN
34-A
US
35-S
FO
36-S
EA
37-D
TW
38-A
TL
39-F
LL
40-C
LE
41-Y
YZ
Ave
rage
Ave
rage
All
Airp
orts
4.31
© 2015 ACI
DEN – Ranking Within North AmericaCheck-in – Efficiency of check-in staff
Group Benchmark - Q4 2015 75
Q7f. Based on your experience today, please rate this airport on each service item: Efficiency of check‐in staff.
4.73
4.63
4.61
4.61
4.57
4.56
4.55
4.55
4.54
4.53
4.53
4.51
4.51
4.51
4.50
4.49
4.49
4.48
4.46
1-P
WM
2-Y
QR
3-Y
TZ
4-Y
HZ
5-Y
YJ
6-S
JC
7-Y
QB
8-TP
A
9-G
RR
10-S
AT
11-Y
YT
12-E
LP
13-Y
XE
14-Y
LW
15-IN
D
16-J
AX
17-P
IT
18-Y
EG
19-D
AL
Ave
rage
Ave
rage
All
Airp
orts
4.41
4.46
4.45
4.43
4.42
4.42
4.41
4.41
4.39
4.38
4.38
4.38
4.36
4.35
4.34
4.34
4.29
4.28
4.26
4.23
4.22
4.20
4.19
20-Y
OW
21-M
SP
22-Y
WG
23-S
AN
24-B
NA
25-S
MF
26-A
US
27-C
MH
28-S
LC
29-D
EN
30-S
TL
31-D
FW
32-C
VG
33-B
OS
34-Y
UL
35-S
FO
36-S
EA
37-F
LL
38-C
LE
39-D
TW
40-A
TL
41-Y
YZ
Ave
rage
Ave
rage
All
Airp
orts
4.41
© 2015 ACI
DEN – Ranking Within North AmericaCheck-in – Courtesy of check-in staff
Group Benchmark - Q4 2015 76
Q7g. Based on your experience today, please rate this airport on each service item: Courtesy and helpfulness of check‐in staff.
4.71
4.64
4.64
4.59
4.59
4.58
4.56
4.55
4.53
4.53
4.53
4.52
4.52
4.52
4.51
4.51
4.50
4.50
4.49
1-P
WM
2-Y
QR
3-Y
HZ
4-Y
QB
5-Y
TZ
6-S
JC
7-TP
A
8-Y
YJ
9-G
RR
10-IN
D
11-Y
LW
12-Y
YT
13-Y
EG
14-S
AT
15-Y
XE
16-J
AX
17-Y
WG
18-E
LP
19-P
IT
Ave
rage
Ave
rage
All
Airp
orts
4.42
Ave
rage
All
Airp
orts
4.42
© 2015 ACI
4.47
4.45
4.45
4.44
4.43
4.43
4.42
4.41
4.40
4.40
4.38
4.37
4.36
4.35
4.34
4.32
4.31
4.28
4.25
4.25
4.24
4.22
20-B
NA
21-C
MH
22-Y
OW
23-D
AL
24-S
AN
25-A
US
26-S
MF
27-M
SP
28-D
EN
29-S
TL
30-Y
UL
31-C
VG
32-S
LC
33-B
OS
34-D
FW
35-S
EA
36-S
FO
37-C
LE
38-D
TW
39-F
LL
40-A
TL
41-Y
YZ
Ave
rage
DEN – Ranking Within North AmericaPassport Control – Inspection waiting time
Group Benchmark - Q4 2015 78
Q7h. Based on your experience today, please rate this airport on each service item: Waiting time at passport/personal ID inspection.
4.69
4.65
4.56
4.54
4.48
4.46
4.44
4.38
4.38
4.36
4.36
4.35
4.33
4.33
4.31
4.31
4.31
4.30
4.29
1-P
WM
2-Y
TZ
3-Y
WG
4-G
RR
5-Y
YJ
6-S
AT
7-Y
YT
8-Y
OW
9-E
LP
10-S
MF
11-B
NA
12-Y
HZ
13-S
TL
14-S
AN
15-T
PA
16-Y
QB
17-D
FW
18-D
AL
19-Y
QR
Ave
rage
Ave
rage
All
Airp
orts
4.21
4.28
4.28
4.23
4.23
4.22
4.20
4.20
4.19
4.17
4.12
4.09
4.08
4.07
4.02
3.99
3.98
3.97
3.83
3.75
3.33
20-A
US
21-Y
EG
22-Y
XE
23-Y
UL
24-B
OS
25-S
LC
26-F
LL
27-C
VG
28-S
JC
29-Y
LW
30-D
TW
31-C
MH
32-S
FO
33-D
EN
34-A
TL
35-C
LE
36-S
EA
37-M
SP
38-Y
YZ
39-P
IT
Ave
rage
Ave
rage
All
Airp
orts
4.21
© 2015 ACI
DEN – Ranking Within North AmericaPassport Control – Courtesy of inspection staff
Group Benchmark - Q4 2015 79
Q7i. Based on your experience today, please rate this airport on each service item: Courtesy and helpfulness of inspection staff.
4.64
4.63
4.58
4.57
4.52
4.47
4.44
4.44
4.41
4.41
4.40
4.40
4.39
4.38
4.38
4.37
4.33
4.32
4.32
1-P
WM
2-Y
HZ
3-Y
TZ
4-Y
YJ
5-G
RR
6-Y
QB
7-Y
YT
8-Y
WG
9-S
AT
10-Y
EG
11-S
MF
12-B
NA
13-Y
QR
14-E
LP
15-T
PA
16-C
MH
17-S
TL
18-S
AN
19-A
US
Ave
rage
Ave
rage
All
Airp
orts
4.26
4.32
4.29
4.29
4.26
4.26
4.25
4.25
4.23
4.22
4.19
4.18
4.16
4.15
4.12
4.10
4.08
4.07
4.01
3.85
3.80
20-D
TW
21-Y
XE
22-D
AL
23-S
JC
24-C
VG
25-D
FW
26-S
LC
27-Y
UL
28-B
OS
29-Y
OW
30-F
LL
31-D
EN
32-Y
LW
33-C
LE
34-S
FO
35-M
SP
36-S
EA
37-A
TL
38-Y
YZ
39-P
IT
Ave
rage
Ave
rage
All
Airp
orts
4.26
© 2015 ACI
DEN – Ranking Within North AmericaSecurity – Courtesy of security staff
Group Benchmark - Q4 2015 81© 2015 ACI
Q7j. Based on your experience today, please rate this airport on each service item: Courtesy and helpfulness of security staff.
4.58
4.50
4.50
4.40
4.37
4.36
4.36
4.36
4.35
4.35
4.35
4.35
4.34
4.34
4.33
4.33
4.33
4.32
4.29
1-P
WM
2-Y
HZ
3-G
RR
4-E
LP
5-IN
D
6-Y
YT
7-Y
OW
8-Y
QB
9-TP
A
10-S
AT
11-J
AX
12-Y
LW
13-P
IT
14-Y
YJ
15-S
MF
16-D
TW
17-B
NA
18-C
MH
19-D
AL
Ave
rage
Ave
rage
All
Airp
orts
4.22
4.29
4.28
4.24
4.24
4.22
4.22
4.21
4.21
4.21
4.20
4.19
4.13
4.11
4.11
4.10
4.10
4.06
4.02
4.01
3.98
3.96
3.96
20-Y
TZ
21-A
US
22-Y
XE
23-S
TL
24-S
JC
25-D
FW
26-S
AN
27-M
SP
28-Y
QR
29-C
VG
30-Y
EG
31-B
OS
32-F
LL
33-S
LC
34-Y
UL
35-D
EN
36-C
LE
37-Y
WG
38-S
FO
39-S
EA
40-A
TL
41-Y
YZ
Ave
rage
Ave
rage
All
Airp
orts
4.22
DEN – Ranking Within North AmericaSecurity – Thoroughness of inspection
Group Benchmark - Q4 2015 82© 2015 ACI
Q7k. Based on your experience today, please rate this airport on each service item: Thoroughness of security inspection.
4.57
4.52
4.46
4.45
4.44
4.42
4.41
4.40
4.40
4.40
4.38
4.38
4.37
4.37
4.35
4.34
4.34
4.34
4.33
1-P
WM
2-Y
HZ
3-G
RR
4-Y
QB
5-S
AT
6-Y
TZ
7-Y
YT
8-IN
D
9-E
LP
10-T
PA
11-Y
OW
12-Y
LW
13-P
IT
14-J
AX
15-Y
QR
16-B
NA
17-Y
YJ
18-D
TW
19-S
MF
Ave
rage
Ave
rage
All
Airp
orts
4.26
4.30
4.29
4.29
4.27
4.27
4.26
4.26
4.23
4.23
4.22
4.21
4.20
4.17
4.17
4.16
4.15
4.11
4.11
4.10
4.08
4.03
4.00
20-A
US
21-Y
XE
22-C
MH
23-M
SP
24-D
AL
25-S
AN
26-Y
EG
27-S
LC
28-S
JC
29-D
FW
30-C
VG
31-S
TL
32-B
OS
33-F
LL
34-Y
UL
35-Y
WG
36-D
EN
37-S
FO
38-C
LE
39-S
EA
40-Y
YZ
41-A
TL
Ave
rage
Ave
rage
All
Airp
orts
4.26
DEN – Ranking Within North AmericaSecurity – Security waiting time
Group Benchmark - Q4 2015 83© 2015 ACI
Q7l. Based on your experience today, please rate this airport on each service item: Waiting time at security inspection.
4.62
4.59
4.41
4.40
4.39
4.37
4.36
4.34
4.31
4.31
4.29
4.27
4.26
4.25
4.25
4.23
4.23
4.18
4.16
1-P
WM
2-G
RR
3-S
AT
4-E
LP
5-Y
YT
6-JA
X
7-TP
A
8-S
MF
9-Y
TZ
10-IN
D
11-Y
HZ
12-B
NA
13-S
AN
14-D
AL
15-Y
OW
16-Y
YJ
17-P
IT
18-M
SP
19-S
TL
Ave
rage
Ave
rage
All
Airp
orts
4.13
4.15
4.14
4.14
4.12
4.12
4.12
4.11
4.10
4.10
4.10
4.09
4.09
4.09
4.08
3.96
3.94
3.89
3.84
3.80
3.77
3.73
3.72
20-A
US
21-D
FW
22-Y
QB
23-Y
XE
24-S
JC
25-Y
LW
26-Y
EG
27-C
MH
28-Y
QR
29-B
OS
30-D
TW
31-C
VG
32-F
LL
33-S
LC
34-Y
UL
35-S
FO
36-C
LE
37-D
EN
38-Y
WG
39-S
EA
40-Y
YZ
41-A
TL
Ave
rage
Ave
rage
All
Airp
orts
4.13
DEN – Ranking Within North AmericaSecurity – Safe/secure feeling
Group Benchmark - Q4 2015 84© 2015 ACI
Q7m. Based on your experience today, please rate this airport on each service item: Feeling of being safe and secure.
4.62
4.51
4.50
4.50
4.50
4.45
4.45
4.45
4.45
4.43
4.43
4.43
4.41
4.41
4.41
4.38
4.37
4.36
4.35
1-P
WM
2-G
RR
3-Y
QB
4-Y
HZ
5-Y
TZ
6-E
LP
7-Y
LW
8-Y
QR
9-Y
OW
10-Y
YJ
11-IN
D
12-Y
YT
13-T
PA
14-J
AX
15-S
AT
16-D
TW
17-Y
XE
18-A
US
19-Y
EG
Ave
rage
Ave
rage
All
Airp
orts
4.30
4.34
4.33
4.33
4.32
4.32
4.32
4.30
4.27
4.27
4.27
4.26
4.25
4.25
4.24
4.20
4.19
4.18
4.16
4.15
4.14
4.11
4.10
20-D
AL
21-B
NA
22-M
SP
23-P
IT
24-S
MF
25-S
JC
26-C
MH
27-S
AN
28-Y
WG
29-C
VG
30-S
TL
31-D
FW
32-Y
UL
33-S
LC
34-D
EN
35-B
OS
36-F
LL
37-S
FO
38-Y
YZ
39-C
LE
40-A
TL
41-S
EA
Ave
rage
Ave
rage
All
Airp
orts
4.30
DEN – Ranking Within North AmericaFinding Way – Ease of finding way through airport
Group Benchmark - Q4 2015 86© 2015 ACI
Q7n. Based on your experience today, please rate this airport on each service item: Ease of finding your way through airport.
4.70
4.66
4.65
4.63
4.60
4.59
4.58
4.58
4.58
4.58
4.54
4.53
4.52
4.52
4.50
4.50
4.50
4.49
4.49
1-G
RR
2-IN
D
3-JA
X
4-P
WM
5-Y
QB
6-Y
YJ
7-Y
YT
8-S
JC
9-Y
QR
10-E
LP
11-S
AT
12-D
AL
13-Y
OW
14-Y
HZ
15-Y
TZ
16-P
IT
17-A
US
18-S
MF
19-Y
LW
Ave
rage
Ave
rage
All
Airp
orts
4.37
4.49
4.48
4.48
4.45
4.44
4.43
4.42
4.40
4.40
4.40
4.32
4.30
4.30
4.24
4.23
4.22
4.21
4.20
4.18
4.04
3.90
3.89
20-T
PA
21-B
NA
22-S
LC
23-Y
EG
24-Y
XE
25-Y
WG
26-D
TW
27-C
VG
28-S
AN
29-S
TL
30-D
EN
31-C
MH
32-M
SP
33-F
LL
34-D
FW
35-B
OS
36-S
FO
37-A
TL
38-S
EA
39-Y
UL
40-Y
YZ
41-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.37
DEN – Ranking Within North AmericaFinding Way – Flight info screens
Group Benchmark - Q4 2015 87© 2015 ACI
Q7o. Based on your experience today, please rate this airport on each service item: Flight information screens.
4.64
4.55
4.55
4.52
4.51
4.49
4.49
4.48
4.48
4.48
4.47
4.46
4.45
4.44
4.44
4.43
4.43
4.43
4.42
1-P
WM
2-IN
D
3-G
RR
4-Y
QR
5-TP
A
6-Y
HZ
7-S
JC
8-S
AT
9-Y
QB
10-J
AX
11-A
US
12-Y
YJ
13-D
AL
14-M
SP
15-Y
OW
16-P
IT
17-Y
YT
18-D
EN
19-Y
TZ
Ave
rage
Ave
rage
All
Airp
orts
4.34
4.42
4.41
4.40
4.40
4.39
4.38
4.38
4.37
4.36
4.35
4.28
4.26
4.24
4.24
4.24
4.23
4.21
4.21
4.20
4.09
4.06
4.01
20-E
LP
21-Y
XE
22-S
TL
23-Y
EG
24-S
MF
25-S
LC
26-B
NA
27-C
VG
28-Y
WG
29-D
TW
30-S
AN
31-Y
LW
32-A
TL
33-S
EA
34-S
FO
35-C
MH
36-B
OS
37-D
FW
38-F
LL
39-Y
UL
40-Y
YZ
41-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.34
DEN – Ranking Within North AmericaFinding Way – Walking distance inside terminal
Group Benchmark - Q4 2015 88© 2015 ACI
Q7p. Based on your experience today, please rate this airport on each service item: Walking distance inside the terminal.
4.63
4.62
4.59
4.59
4.56
4.53
4.48
4.47
4.47
4.45
4.45
4.45
4.44
4.43
4.43
4.41
4.40
4.34
4.34
1-G
RR
2-Y
QR
3-Y
QB
4-Y
YJ
5-Y
YT
6-S
AT
7-P
WM
8-Y
LW
9-TP
A
10-Y
XE
11-J
AX
12-Y
OW
13-Y
TZ
14-S
MF
15-E
LP
16-Y
HZ
17-D
AL
18-C
MH
19-Y
WG
Ave
rage
Ave
rage
All
Airp
orts
4.15
4.33
4.31
4.29
4.28
4.27
4.18
4.14
4.13
4.13
4.10
4.03
4.00
3.97
3.91
3.88
3.88
3.86
3.79
3.78
3.76
3.76
3.53
20-IN
D
21-A
US
22-S
AN
23-S
JC
24-S
TL
25-Y
EG
26-F
LL
27-P
IT
28-B
NA
29-S
LC
30-C
VG
31-B
OS
32-S
FO
33-D
TW
34-D
EN
35-D
FW
36-S
EA
37-M
SP
38-C
LE
39-Y
UL
40-A
TL
41-Y
YZ
Ave
rage
Ave
rage
All
Airp
orts
4.15
DEN – Ranking Within North AmericaFinding Way – Ease of connections
Group Benchmark - Q4 2015 89© 2015 ACI
Q7q. Based on your experience today, please rate this airport on each service item: Ease of making connections with other flights.
4.86
4.78
4.69
4.68
4.66
4.61
4.60
4.50
4.48
4.47
4.47
4.47
4.43
4.41
4.41
4.38
4.35
4.33
4.27
1-S
MF
2-P
WM
3-Y
OW
4-Y
YT
5-B
NA
6-D
AL
7-G
RR
8-S
AT
9-Y
TZ
10-P
IT
11-T
PA
12-C
VG
13-E
LP
14-S
TL
15-Y
HZ
16-C
MH
17-Y
EG
18-Y
QB
19-S
LC
Ave
rage
Ave
rage
All
Airp
orts
4.17
4.27
4.25
4.25
4.24
4.24
4.23
4.20
4.19
4.15
4.07
4.05
4.02
3.96
3.89
3.84
3.80
3.66
20-S
AN
21-IN
D
22-A
US
23-D
TW
24-C
LE
25-Y
LW
26-S
JC
27-D
EN
28-A
TL
29-S
EA
30-S
FO
31-D
FW
32-M
SP
33-F
LL
34-Y
UL
35-B
OS
36-Y
YZ
Ave
rage
Ave
rage
All
Airp
orts
4.17
DEN – Ranking Within North AmericaAirport Facilities – Courtesy of airport staff
Group Benchmark - Q4 2015 91© 2015 ACI
Q7r. Based on your experience today, please rate this airport on each service item: Courtesy and helpfulness of airport staff (excluding check‐in, passport control and security).
4.65
4.59
4.53
4.51
4.51
4.50
4.49
4.48
4.47
4.47
4.47
4.47
4.46
4.45
4.44
4.43
4.42
4.42
4.42
1-P
WM
2-Y
HZ
3-G
RR
4-Y
QB
5-Y
TZ
6-S
JC
7-IN
D
8-S
AT
9-TP
A
10-J
AX
11-Y
QR
12-Y
OW
13-Y
LW
14-S
MF
15-Y
YJ
16-C
MH
17-B
NA
18-D
AL
19-S
LC
Ave
rage
Ave
rage
All
Airp
orts
4.34
4.40
4.38
4.38
4.38
4.36
4.36
4.36
4.35
4.33
4.33
4.32
4.31
4.29
4.26
4.25
4.22
4.22
4.20
4.19
4.16
4.15
4.12
20-E
LP
21-D
TW
22-Y
YT
23-P
IT
24-Y
EG
25-S
AN
26-M
SP
27-Y
XE
28-D
EN
29-A
US
30-S
TL
31-C
VG
32-D
FW
33-Y
WG
34-A
TL
35-B
OS
36-S
FO
37-Y
UL
38-S
EA
39-C
LE
40-F
LL
41-Y
YZ
Ave
rage
Ave
rage
All
Airp
orts
4.34
DEN – Ranking Within North AmericaAirport Facilities – Eating facilities
Group Benchmark - Q4 2015 92© 2015 ACI
Q7s. Based on your experience today, please rate this airport on each service item: Restaurant/Eating facilities.
4.18
4.17
4.15
4.08
4.07
4.06
4.04
4.04
4.03
4.02
4.02
4.02
4.00
3.98
3.97
3.95
3.94
3.94
3.94
1-D
AL
2-IN
D
3-M
SP
4-A
US
5-A
TL
6-S
JC
7-P
WM
8-S
LC
9-P
IT
10-T
PA
11-D
EN
12-D
FW
13-B
NA
14-D
TW
15-S
AT
16-S
MF
17-Y
HZ
18-E
LP
19-Y
EG
Ave
rage
Ave
rage
All
Airp
orts
3.87
3.92
3.92
3.92
3.88
3.87
3.87
3.84
3.82
3.82
3.81
3.80
3.76
3.76
3.76
3.75
3.75
3.73
3.55
3.47
3.47
3.45
3.25
20-Y
QB
21-C
MH
22-J
AX
23-C
VG
24-Y
XE
25-Y
OW
26-Y
LW
27-G
RR
28-Y
YJ
29-S
EA
30-S
TL
31-Y
UL
32-Y
YZ
33-S
FO
34-B
OS
35-S
AN
36-C
LE
37-Y
TZ
38-F
LL
39-Y
WG
40-Y
QR
41-Y
YT
Ave
rage
Ave
rage
All
Airp
orts
3.87
DEN – Ranking Within North AmericaAirport Facilities – VFM: Eating facilities
Group Benchmark - Q4 2015 93© 2015 ACI
Q7t. Based on your experience today, please rate this airport on each service item: Value for money of restaurant/eating facilities.
3.75
3.75
3.73
3.66
3.65
3.64
3.60
3.60
3.59
3.58
3.58
3.56
3.54
3.54
3.53
3.53
3.52
3.51
3.51
1-Y
LW
2-IN
D
3-E
LP
4-P
WM
5-P
IT
6-Y
XE
7-S
LC
8-D
AL
9-Y
YJ
10-C
VG
11-S
AT
12-D
TW
13-C
MH
14-T
PA
15-Y
HZ
16-B
NA
17-J
AX
18-A
US
19-Y
QB
Ave
rage
Ave
rage
All
Airp
orts
3.39
3.47
3.46
3.45
3.44
3.43
3.42
3.42
3.42
3.38
3.37
3.37
3.33
3.32
3.29
3.28
3.25
3.22
3.20
3.07
3.02
3.01
3.01
20-M
SP
21-D
FW
22-Y
OW
23-G
RR
24-Y
TZ
25-Y
EG
26-S
JC
27-S
MF
28-A
TL
29-D
EN
30-B
OS
31-Y
QR
32-S
TL
33-C
LE
34-S
AN
35-S
EA
36-Y
WG
37-Y
YZ
38-F
LL
39-Y
UL
40-Y
YT
41-S
FO
Ave
rage
Ave
rage
All
Airp
orts
3.39
DEN – Ranking Within North AmericaAirport Facilities – Availability of bank/ATM/exchange
Group Benchmark - Q4 2015 94© 2015 ACI
Q7u. Based on your experience today, please rate this airport on each service item: Availability of bank/ATM facilities/money changers.
4.24
4.14
4.10
4.01
4.00
3.95
3.95
3.94
3.94
3.93
3.93
3.91
3.91
3.90
3.89
3.89
3.88
3.88
3.87
1-JA
X
2-G
RR
3-IN
D
4-E
LP
5-S
LC
6-D
FW
7-C
VG
8-Y
EG
9-TP
A
10-D
TW
11-D
AL
12-B
OS
13-Y
QB
14-Y
YJ
15-C
MH
16-S
AT
17-S
JC
18-Y
HZ
19-A
US
Ave
rage
Ave
rage
All
Airp
orts
3.81
3.85
3.84
3.81
3.80
3.80
3.78
3.76
3.76
3.75
3.73
3.68
3.67
3.67
3.65
3.65
3.63
3.60
3.60
3.56
3.54
3.54
3.49
20-S
MF
21-P
IT
22-S
FO
23-Y
OW
24-D
EN
25-A
TL
26-B
NA
27-Y
YZ
28-P
WM
29-M
SP
30-S
AN
31-Y
XE
32-S
TL
33-Y
QR
34-Y
YT
35-S
EA
36-C
LE
37-Y
LW
38-Y
UL
39-Y
WG
40-F
LL
41-Y
TZ
Ave
rage
Ave
rage
All
Airp
orts
3.81
DEN – Ranking Within North AmericaAirport Facilities – Shopping facilities
Group Benchmark - Q4 2015 95© 2015 ACI
Q7v. Based on your experience today, please rate this airport on each service item: Shopping facilities.
4.11
4.06
3.97
3.94
3.91
3.91
3.89
3.87
3.87
3.86
3.86
3.85
3.82
3.80
3.80
3.78
3.76
3.73
3.71
1-M
SP
2-P
IT
3-D
AL
4-D
TW
5-A
TL
6-S
LC
7-D
FW
8-A
US
9-S
AT
10-D
EN
11-S
EA
12-IN
D
13-J
AX
14-B
NA
15-S
JC
16-T
PA
17-E
LP
18-Y
EG
19-S
MF
Ave
rage
Ave
rage
All
Airp
orts
3.67
3.70
3.69
3.67
3.66
3.64
3.63
3.63
3.59
3.57
3.57
3.55
3.55
3.55
3.49
3.42
3.41
3.37
3.35
3.27
3.13
2.72
2.27
20-P
WM
21-C
VG
22-Y
YZ
23-G
RR
24-S
FO
25-Y
QB
26-Y
UL
27-C
MH
28-Y
OW
29-Y
HZ
30-C
LE
31-S
TL
32-B
OS
33-S
AN
34-Y
YJ
35-Y
XE
36-Y
WG
37-F
LL
38-Y
LW
39-Y
QR
40-Y
YT
41-Y
TZ
Ave
rage
Ave
rage
All
Airp
orts
3.67
DEN – Ranking Within North AmericaAirport Facilities – VFM: Shopping facilities
Group Benchmark - Q4 2015 96© 2015 ACI
Q7w. Based on your experience today, please rate this airport on each service item: Value for money of shopping facilities.
3.50
3.46
3.43
3.42
3.41
3.39
3.39
3.39
3.37
3.36
3.36
3.35
3.35
3.35
3.35
3.34
3.33
3.32
3.31
1-D
AL
2-P
IT
3-TP
A
4-S
AT
5-C
VG
6-D
TW
7-A
US
8-S
LC
9-P
WM
10-J
AX
11-E
LP
12-S
JC
13-C
MH
14-D
FW
15-IN
D
16-A
TL
17-M
SP
18-Y
XE
19-Y
QB
Ave
rage
Ave
rage
All
Airp
orts
3.23
3.28
3.27
3.26
3.24
3.24
3.24
3.23
3.18
3.15
3.14
3.13
3.11
3.10
3.10
3.09
3.08
3.07
3.04
3.03
2.99
2.75
2.69
20-Y
EG
21-D
EN
22-B
NA
23-Y
LW
24-S
EA
25-Y
HZ
26-Y
OW
27-S
MF
28-B
OS
29-Y
YJ
30-S
AN
31-Y
WG
32-S
TL
33-Y
UL
34-G
RR
35-C
LE
36-Y
YZ
37-Y
QR
38-S
FO
39-F
LL
40-Y
TZ
41-Y
YT
Ave
rage
Ave
rage
All
Airp
orts
3.23
DEN – Ranking Within North AmericaAirport Facilities – Internet access/WiFi
Group Benchmark - Q4 2015 97© 2015 ACI
Q7x. Based on your experience today, please rate this airport on each service item: Internet access/Wi‐Fi.
4.60
4.47
4.40
4.31
4.27
4.24
4.23
4.21
4.17
4.16
4.15
4.15
4.14
4.10
4.09
4.08
4.00
4.00
3.98
1-Y
TZ
2-Y
QB
3-Y
OW
4-TP
A
5-Y
HZ
6-P
WM
7-Y
XE
8-Y
QR
9-Y
WG
10-S
LC
11-J
AX
12-IN
D
13-G
RR
14-S
JC
15-E
LP
16-D
EN
17-S
FO
18-C
VG
19-D
FW
Ave
rage
Ave
rage
All
Airp
orts
3.89
3.89
3.88
3.87
3.86
3.86
3.82
3.80
3.78
3.77
3.77
3.73
3.73
3.71
3.68
3.51
3.45
3.44
3.35
3.34
3.21
3.15
2.84
20-C
LE
21-S
AT
22-A
TL
23-S
MF
24-F
LL
25-Y
EG
26-C
MH
27-Y
YT
28-S
EA
29-D
TW
30-Y
UL
31-Y
YZ
32-Y
YJ
33-Y
LW
34-M
SP
35-D
AL
36-P
IT
37-A
US
38-B
OS
39-B
NA
40-S
AN
41-S
TL
Ave
rage
Ave
rage
All
Airp
orts
3.89
DEN – Ranking Within North AmericaAirport Facilities – Business/Executive lounges
Group Benchmark - Q4 2015 98© 2015 ACI
Q7y. Based on your experience today, please rate this airport on each service item: Business/Executive lounges.
4.33
4.23
4.09
4.08
4.08
4.04
4.00
4.00
4.00
3.93
3.91
3.90
3.89
3.87
3.83
3.82
3.79
3.79
3.73
1-D
TW
2-Y
QB
3-Y
TZ
4-JA
X
5-Y
OW
6-D
FW
7-S
LC
8-M
SP
9-TP
A
10-Y
EG
11-D
EN
12-A
TL
13-E
LP
14-S
JC
15-IN
D
16-Y
YZ
17-Y
WG
18-C
VG
19-S
FO
Ave
rage
Ave
rage
All
Airp
orts
3.79
3.71
3.71
3.70
3.66
3.63
3.63
3.56
3.53
3.50
3.48
3.47
3.44
3.44
3.42
3.34
3.30
3.21
20-A
US
21-D
AL
22-P
WM
23-S
EA
24-G
RR
25-B
OS
26-Y
HZ
27-B
NA
28-F
LL
29-C
LE
30-Y
UL
31-Y
YT
32-P
IT
33-Y
QR
34-S
AN
35-S
AT
36-S
TL
Ave
rage
Ave
rage
All
Airp
orts
3.79
DEN – Ranking Within North AmericaAirport Facilities – Availability of washrooms
Group Benchmark - Q4 2015 99© 2015 ACI
Q7z. Based on your experience today, please rate this airport on each service item: Availability of washrooms/toilets.
4.54
4.51
4.50
4.49
4.48
4.47
4.45
4.43
4.43
4.39
4.37
4.37
4.35
4.35
4.35
4.34
4.33
4.33
4.31
1-Y
OW
2-P
WM
3-Y
QB
4-IN
D
5-G
RR
6-JA
X
7-TP
A
8-E
LP
9-S
MF
10-Y
XE
11-S
JC
12-Y
EG
13-Y
YJ
14-D
TW
15-P
IT
16-B
NA
17-C
VG
18-Y
QR
19-D
EN
Ave
rage
Ave
rage
All
Airp
orts
4.26
4.29
4.29
4.29
4.28
4.27
4.27
4.26
4.26
4.26
4.24
4.22
4.19
4.16
4.15
4.15
4.15
4.14
4.11
4.09
4.06
4.05
4.00
20-Y
TZ
21-Y
WG
22-Y
HZ
23-D
AL
24-S
LC
25-M
SP
26-A
US
27-Y
LW
28-S
AT
29-C
MH
30-A
TL
31-D
FW
32-S
FO
33-B
OS
34-S
AN
35-Y
YZ
36-S
TL
37-Y
YT
38-S
EA
39-C
LE
40-Y
UL
41-F
LL
Ave
rage
Ave
rage
All
Airp
orts
4.26
DEN – Ranking Within North AmericaAirport Facilities – Cleanliness of washrooms
Group Benchmark - Q4 2015 100© 2015 ACI
Q7aa. Based on your experience today, please rate this airport on each service item: Cleanliness of washrooms/toilets.
4.54
4.52
4.50
4.44
4.43
4.41
4.40
4.35
4.34
4.33
4.33
4.32
4.31
4.31
4.27
4.27
4.26
4.26
4.26
1-P
WM
2-Y
QB
3-Y
OW
4-JA
X
5-IN
D
6-E
LP
7-Y
XE
8-Y
EG
9-G
RR
10-S
MF
11-Y
YJ
12-B
NA
13-S
JC
14-T
PA
15-A
US
16-Y
QR
17-S
AT
18-Y
HZ
19-C
MH
Ave
rage
Ave
rage
All
Airp
orts
4.14
4.24
4.23
4.21
4.21
4.19
4.15
4.15
4.14
4.13
4.09
4.07
4.05
4.05
4.04
4.02
4.00
3.97
3.96
3.87
3.86
3.86
3.84
20-Y
WG
21-C
VG
22-S
LC
23-Y
LW
24-P
IT
25-D
AL
26-S
AN
27-D
TW
28-M
SP
29-Y
TZ
30-D
EN
31-Y
YT
32-A
TL
33-S
TL
34-Y
YZ
35-D
FW
36-S
FO
37-B
OS
38-S
EA
39-F
LL
40-Y
UL
41-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.14
DEN – Ranking Within North AmericaAirport Facilities – Comfort of waiting/gate areas
Group Benchmark - Q4 2015 101© 2015 ACI
Q7bb. Based on your experience today, please rate this airport on each service item: Comfort of waiting/gate areas.
4.37
4.36
4.34
4.33
4.31
4.31
4.27
4.27
4.26
4.25
4.21
4.19
4.18
4.17
4.17
4.15
4.14
4.13
4.12
1-Y
OW
2-Y
XE
3-Y
TZ
4-P
WM
5-Y
QB
6-IN
D
7-JA
X
8-G
RR
9-E
LP
10-S
MF
11-S
JC
12-D
AL
13-T
PA
14-Y
YJ
15-Y
EG
16-Y
QR
17-M
SP
18-S
AT
19-A
US
Ave
rage
Ave
rage
All
Airp
orts
4.04
4.11
4.05
4.05
4.05
4.03
4.03
4.00
4.00
3.99
3.99
3.97
3.95
3.93
3.92
3.91
3.88
3.88
3.85
3.85
3.79
3.78
3.73
20-C
VG
21-D
FW
22-Y
LW
23-D
TW
24-Y
HZ
25-Y
WG
26-C
MH
27-S
LC
28-B
NA
29-Y
YZ
30-S
FO
31-P
IT
32-A
TL
33-D
EN
34-S
AN
35-B
OS
36-Y
UL
37-Y
YT
38-S
TL
39-C
LE
40-F
LL
41-S
EA
Ave
rage
Ave
rage
All
Airp
orts
4.04
DEN – Ranking Within North AmericaAirport Environment – Terminal cleanliness
Group Benchmark - Q4 2015 103© 2015 ACI
Q7cc. Based on your experience today, please rate this airport on each service item: Cleanliness of airport terminal.
4.69
4.65
4.64
4.58
4.54
4.53
4.51
4.50
4.49
4.49
4.48
4.47
4.47
4.45
4.43
4.42
4.41
4.41
4.40
1-P
WM
2-Y
OW
3-Y
QB
4-Y
XE
5-IN
D
6-JA
X
7-Y
EG
8-S
JC
9-S
MF
10-E
LP
11-Y
YJ
12-G
RR
13-T
PA
14-Y
WG
15-A
US
16-C
VG
17-S
AT
18-Y
HZ
19-M
SP
Ave
rage
Ave
rage
All
Airp
orts
4.31
4.40
4.38
4.36
4.34
4.33
4.33
4.29
4.29
4.28
4.28
4.25
4.25
4.23
4.22
4.19
4.19
4.17
4.15
4.11
4.05
4.04
3.93
20-D
AL
21-D
TW
22-B
NA
23-Y
QR
24-S
LC
25-P
IT
26-Y
YT
27-D
EN
28-Y
YZ
29-Y
LW
30-S
AN
31-Y
TZ
32-S
FO
33-D
FW
34-A
TL
35-Y
UL
36-C
MH
37-B
OS
38-S
TL
39-F
LL
40-S
EA
41-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.31
DEN – Ranking Within North AmericaAirport Environment – Ambience of the airport
Group Benchmark - Q4 2015 104© 2015 ACI
Q7dd. Based on your experience today, please rate this airport on each service item: Ambience of the airport.
4.48
4.43
4.41
4.40
4.40
4.34
4.34
4.33
4.32
4.32
4.29
4.28
4.28
4.28
4.28
4.28
4.27
4.24
4.20
1-P
WM
2-Y
OW
3-Y
QB
4-IN
D
5-Y
XE
6-S
JC
7-D
AL
8-JA
X
9-Y
YJ
10-T
PA
11-A
US
12-S
MF
13-E
LP
14-Y
TZ
15-D
TW
16-Y
EG
17-G
RR
18-M
SP
19-Y
WG
Ave
rage
Ave
rage
All
Airp
orts
4.09
4.16
4.14
4.14
4.12
4.12
4.09
4.07
4.04
4.03
4.03
4.03
4.02
4.00
3.99
3.98
3.96
3.90
3.89
3.87
3.78
3.74
3.50
20-S
AT
21-Y
HZ
22-C
VG
23-B
NA
24-D
EN
25-S
LC
26-Y
YZ
27-S
FO
28-P
IT
29-S
AN
30-Y
QR
31-Y
LW
32-D
FW
33-A
TL
34-Y
YT
35-Y
UL
36-B
OS
37-S
EA
38-C
MH
39-S
TL
40-F
LL
41-C
LE
Ave
rage
Ave
rage
All
Airp
orts
4.09
DEN – Ranking Within North AmericaArrivals Services – Passport inspection
Group Benchmark - Q4 2015 106© 2015 ACI
Q10a. Based on your experience today, please rate this airport on each service item: Passport/Personal ID inspection.
4.52
4.50
4.39
4.37
4.36
4.34
4.32
4.29
4.29
4.27
4.27
4.26
4.24
4.22
4.22
4.22
4.21
4.20
4.19
1-P
WM
2-B
NA
3-TP
A
4-Y
TZ
5-P
IT
6-S
JC
7-G
RR
8-S
AT
9-E
LP
10-Y
OW
11-Y
YJ
12-Y
QB
13-Y
HZ
14-Y
LW
15-S
MF
16-A
US
17-D
FW
18-D
TW
19-C
VG
Ave
rage
Ave
rage
All
Airp
orts
4.14
4.19
4.17
4.17
4.16
4.16
4.14
4.13
4.12
4.11
4.09
4.08
4.03
4.03
4.02
4.01
4.00
4.00
3.98
3.98
3.95
20-S
LC
21-D
AL
22-M
SP
23-S
TL
24-S
AN
25-Y
EG
26-C
MH
27-Y
YT
28-F
LL
29-Y
XE
30-Y
QR
31-Y
YZ
32-D
EN
33-A
TL
34-S
EA
35-C
LE
36-Y
WG
37-B
OS
38-Y
UL
39-S
FO
Ave
rage
Ave
rage
All
Airp
orts
4.14
DEN – Ranking Within North AmericaArrivals Services – Baggage delivery speed
Group Benchmark - Q4 2015 107© 2015 ACI
Q10b. Based on your experience today, please rate this airport on each service item: Speed of baggage delivery service.
4.33
4.23
4.14
4.13
4.12
4.11
4.09
4.08
4.06
4.06
4.02
4.02
4.01
4.00
3.99
3.97
3.94
3.92
3.90
1-Y
TZ
2-IN
D
3-TP
A
4-Y
YJ
5-S
JC
6-JA
X
7-S
AT
8-D
TW
9-B
NA
10-Y
QB
11-E
LP
12-Y
QR
13-Y
OW
14-Y
LW
15-S
LC
16-G
RR
17-M
SP
18-Y
HZ
19-S
AN
Ave
rage
Ave
rage
All
Airp
orts
3.85
3.88
3.86
3.84
3.84
3.83
3.82
3.82
3.81
3.80
3.79
3.79
3.78
3.77
3.72
3.72
3.68
3.67
3.65
3.60
3.59
3.58
3.55
20-A
TL
21-S
MF
22-S
EA
23-P
WM
24-Y
XE
25-D
FW
26-C
VG
27-C
MH
28-A
US
29-Y
WG
30-D
AL
31-C
LE
32-F
LL
33-Y
EG
34-D
EN
35-S
FO
36-Y
UL
37-P
IT
38-S
TL
39-Y
YZ
40-Y
YT
41-B
OS
Ave
rage
Ave
rage
All
Airp
orts
3.85
DEN – Ranking Within North AmericaArrivals Services – Customs inspection
Group Benchmark - Q4 2015 108© 2015 ACI
Q10c. Based on your experience today, please rate this airport on each service item: Customs inspection.
5.00
4.34
4.29
4.28
4.27
4.26
4.26
4.25
4.22
4.21
4.16
4.14
4.13
4.10
4.10
4.07
4.07
4.05
4.04
1-B
NA
2-D
TW
3-P
WM
4-G
RR
5-S
AT
6-Y
TZ
7-TP
A
8-P
IT
9-S
JC
10-E
LP
11-S
LC
12-Y
OW
13-Y
YJ
14-Y
QB
15-Y
LW
16-C
MH
17-D
FW
18-Y
HZ
19-S
MF
Ave
rage
Ave
rage
All
Airp
orts
4.01
4.04
4.04
4.04
4.00
3.98
3.98
3.98
3.97
3.97
3.96
3.94
3.94
3.92
3.91
3.88
3.84
3.83
3.81
3.72
3.67
20-C
VG
21-S
AN
22-D
AL
23-S
TL
24-D
EN
25-Y
EG
26-Y
YZ
27-F
LL
28-Y
QR
29-Y
YT
30-A
TL
31-S
EA
32-C
LE
33-M
SP
34-Y
XE
35-Y
UL
36-S
FO
37-Y
WG
38-B
OS
39-A
US
Ave
rage
Ave
rage
All
Airp
orts
4.01
DEN – Performance vs. Other Airports of >40M Total Traffic
Group Benchmark - Q4 2015
1.00
2.00
3.00
4.00
5.00Total
BusinessLeisure
OtherLeisure & Other
Ground transportation
Parking
VFM: parking facilities
Baggage carts/trolleys
Check-in waiting time
Efficiency of staff
Courtesy of check-in staff
Inspection waiting time
Courtesy of inspection staff
Courtesy of security staff
ThoroughnessSecurity waiting time
Safe/secure feelingEase of finding way
Flight info screensWalking distance
Ease of connectionsCourtesy of airport staff
Eating facilities
VFM: Eating facilities
Bank/ATM/exchange
Shopping facilities
VFM: Shopping facilities
Internet
Lounges
Availability of washrooms
Cleanliness of washrooms
Comfort of waiting/gate areas
Terminal cleanliness
AmbiencePassport inspection
Baggage delivery speedCustoms inspection
Best in class (>40M)Average (>40M)DEN
Number of Airports: 20Number of questionnaires
for DEN: n = 1018
110© 2015 ACI
DEN – Ranking Among Airports of >40MOverall Satisfaction – Total
Group Benchmark - Q4 2015 112
Q7. Based on your experience today, please rate this airport on each service item: Overall satisfaction with the airport.
5.00
4.98
4.98
4.98
4.96
4.86
4.63
4.52
4.23
4.23
4.14
4.13
4.13
4.11
3.95
3.93
3.80
3.79
3.61
3.40
1-S
IN
2-P
VG
3-IC
N
4-P
EK
5-C
AN
6-H
KG
7-B
KK
8-K
UL
9-D
XB
10-D
EN
11-D
FW
12-A
TL
13-L
HR
14-S
FO
15-A
MS
16-IS
T
17-M
AD
18-C
DG
19-F
RA
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.23
© 2015 ACI
DEN – Ranking Among Airports of >40MOverall Satisfaction – Business
Group Benchmark - Q4 2015 113
Q7. Based on your experience today, please rate this airport on each service item: Overall satisfaction with the airport.
5.00
4.98
4.98
4.98
4.97
4.84
4.49
4.31
4.23
4.15
4.07
4.07
4.03
3.99
3.83
3.79
3.71
3.68
3.66
3.31
1-S
IN
2-P
VG
3-IC
N
4-P
EK
5-C
AN
6-H
KG
7-B
KK
8-K
UL
9-D
XB
10-D
EN
11-L
HR
12-A
TL
13-S
FO
14-D
FW
15-A
MS
16-IS
T
17-F
RA
18-C
DG
19-M
AD
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.13
© 2015 ACI
DEN – Ranking Among Airports of >40MOverall Satisfaction – Leisure
Group Benchmark - Q4 2015 114
Q7. Based on your experience today, please rate this airport on each service item: Overall satisfaction with the airport.
5.00
4.99
4.99
4.99
4.94
4.86
4.66
4.56
4.28
4.25
4.21
4.19
4.16
4.15
4.01
3.86
3.84
3.83
3.54
3.44
1-S
IN
2-IC
N
3-P
EK
4-P
VG
5-C
AN
6-H
KG
7-B
KK
8-K
UL
9-D
EN
10-D
XB
11-D
FW
12-A
TL
13-L
HR
14-S
FO
15-A
MS
16-IS
T
17-C
DG
18-M
AD
19-F
RA
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.26
© 2015 ACI
DEN – Ranking Among Airports of >40MOverall Satisfaction – Other
Group Benchmark - Q4 2015 115
Q7. Based on your experience today, please rate this airport on each service item: Overall satisfaction with the airport.
5.00
4.98
4.97
4.96
4.96
4.89
4.60
4.57
4.26
4.25
4.21
4.17
4.16
4.10
4.10
4.01
3.93
3.86
3.63
3.45
1-S
IN
2-P
EK
3-P
VG
4-IC
N
5-C
AN
6-H
KG
7-B
KK
8-K
UL
9-D
EN
10-D
FW
11-D
XB
12-S
FO
13-L
HR
14-A
TL
15-IS
T
16-A
MS
17-M
AD
18-C
DG
19-F
RA
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.31
© 2015 ACI
DEN – Ranking Among Airports of >40MOverall Satisfaction – Leisure & Other
Group Benchmark - Q4 2015 116
Q7. Based on your experience today, please rate this airport on each service item: Overall satisfaction with the airport.
5.00
4.99
4.98
4.98
4.95
4.87
4.65
4.56
4.27
4.23
4.22
4.17
4.16
4.15
4.01
3.97
3.85
3.84
3.55
3.45
1-S
IN
2-P
EK
3-P
VG
4-IC
N
5-C
AN
6-H
KG
7-B
KK
8-K
UL
9-D
EN
10-D
XB
11-D
FW
12-A
TL
13-L
HR
14-S
FO
15-A
MS
16-IS
T
17-M
AD
18-C
DG
19-F
RA
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.27
© 2015 ACI
DEN – Ranking Among Airports of >40MAccess – Ground transportation
Group Benchmark - Q4 2015 118
Q7a. Based on your experience today, please rate this airport on each service item: Ground transportation to/from airport.
4.96
4.84
4.82
4.73
4.71
4.62
4.57
4.29
4.17
4.14
4.09
4.08
4.06
3.99
3.94
3.81
3.79
3.74
3.74
2.90
1-P
VG
2-IC
N
3-S
IN
4-P
EK
5-C
AN
6-H
KG
7-B
KK
8-K
UL
9-D
XB
10-S
FO
11-D
EN
12-A
MS
13-L
HR
14-A
TL
15-D
FW
16-IS
T
17-M
AD
18-F
RA
19-C
DG
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.18
© 2015 ACI
DEN – Ranking Among Airports of >40MAccess – Parking
Group Benchmark - Q4 2015 119
Q7b. Based on your experience today, please rate this airport on each service item: Parking facilities.
4.93
4.79
4.68
4.63
4.52
4.48
4.15
4.09
3.95
3.91
3.86
3.86
3.79
3.69
3.66
3.56
3.55
3.38
3.31
2.71
1-P
VG
2-P
EK
3-IC
N
4-S
IN
5-B
KK
6-C
AN
7-H
KG
8-K
UL
9-D
XB
10-L
HR
11-S
FO
12-IS
T
13-A
TL
14-A
MS
15-D
EN
16-C
DG
17-D
FW
18-M
AD
19-F
RA
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
3.88
© 2015 ACI
DEN – Ranking Among Airports of >40MAccess – VFM: Parking facilities
Group Benchmark - Q4 2015 120
Q7c. Based on your experience today, please rate this airport on each service item: Value for money of parking facilities.
4.86
4.70
4.48
4.47
4.36
4.29
3.80
3.73
3.67
3.43
3.28
3.22
3.05
3.02
2.99
2.89
2.79
2.44
2.36
2.33
1-P
VG
2-P
EK
3-S
IN
4-B
KK
5-IC
N
6-C
AN
7-H
KG
8-K
UL
9-IS
T
10-D
XB
11-A
TL
12-S
FO
13-D
EN
14-L
HR
15-D
FW
16-A
MS
17-M
AD
18-F
RA
19-C
DG
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
3.29
© 2015 ACI
DEN – Ranking Among Airports of >40MAccess – Availability of baggage carts/trolleys
Group Benchmark - Q4 2015 121
Q7d. Based on your experience today, please rate this airport on each service item: Availability of baggage carts/trolleys.
4.92
4.92
4.88
4.81
4.77
4.60
4.54
4.28
4.26
4.04
3.96
3.83
3.82
3.81
3.80
3.80
3.77
3.53
3.46
3.11
1-P
EK
2-P
VG
3-S
IN
4-IC
N
5-H
KG
6-C
AN
7-B
KK
8-K
UL
9-D
XB
10-L
HR
11-A
MS
12-A
TL
13-S
FO
14-D
FW
15-D
EN
16-C
DG
17-IS
T
18-F
RA
19-M
AD
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.18
© 2015 ACI
DEN – Ranking Among Airports of >40MCheck-in – Check-in waiting time
Group Benchmark - Q4 2015 123
Q7e. Based on your experience today, please rate this airport on each service item: Waiting time in check‐in queue/line.
4.98
4.89
4.84
4.71
4.66
4.65
4.55
4.32
4.24
4.19
4.15
4.13
4.11
4.11
3.97
3.96
3.94
3.73
3.70
3.05
1-P
VG
2-P
EK
3-S
IN
4-IC
N
5-C
AN
6-H
KG
7-B
KK
8-D
FW
9-D
EN
10-S
FO
11-L
HR
12-K
UL
13-A
TL
14-D
XB
15-A
MS
16-F
RA
17-C
DG
18-M
AD
19-IS
T
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.23
© 2015 ACI
DEN – Ranking Among Airports of >40MCheck-in – Efficiency of check-in staff
Group Benchmark - Q4 2015 124
Q7f. Based on your experience today, please rate this airport on each service item: Efficiency of check‐in staff.
4.92
4.91
4.88
4.86
4.75
4.73
4.55
4.38
4.36
4.32
4.29
4.22
4.20
4.18
4.11
4.11
3.92
3.89
3.84
3.11
1-P
EK
2-P
VG
3-S
IN
4-IC
N
5-C
AN
6-H
KG
7-B
KK
8-D
EN
9-D
FW
10-L
HR
11-S
FO
12-D
XB
13-A
TL
14-K
UL
15-C
DG
16-A
MS
17-F
RA
18-M
AD
19-IS
T
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.32
© 2015 ACI
DEN – Ranking Among Airports of >40MCheck-in – Courtesy of check-in staff
Group Benchmark - Q4 2015 125
Q7g. Based on your experience today, please rate this airport on each service item: Courtesy and helpfulness of check‐in staff.
4.92
4.92
4.88
4.87
4.74
4.69
4.57
4.40
4.34
4.33
4.31
4.24
4.24
4.21
4.18
4.13
3.92
3.89
3.83
3.28
1-P
VG
2-P
EK
3-S
IN
4-IC
N
5-C
AN
6-H
KG
7-B
KK
8-D
EN
9-D
FW
10-L
HR
11-S
FO
12-K
UL
13-A
TL
14-D
XB
15-A
MS
16-C
DG
17-F
RA
18-M
AD
19-IS
T
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.34
© 2015 ACI
DEN – Ranking Among Airports of >40MPassport Control – Inspection waiting time
Group Benchmark - Q4 2015 127
Q7h. Based on your experience today, please rate this airport on each service item: Waiting time at passport/personal ID inspection.
4.95
4.87
4.84
4.81
4.62
4.61
4.36
4.31
4.22
4.18
4.13
4.07
4.02
3.99
3.97
3.97
3.93
3.91
3.68
3.14
1-P
VG
2-S
IN
3-P
EK
4-IC
N
5-C
AN
6-H
KG
7-B
KK
8-D
FW
9-K
UL
10-L
HR
11-D
XB
12-S
FO
13-D
EN
14-A
TL
15-M
AD
16-C
DG
17-A
MS
18-F
RA
19-IS
T
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.18
© 2015 ACI
DEN – Ranking Among Airports of >40MPassport Control – Courtesy of inspection staff
Group Benchmark - Q4 2015 128
Q7i. Based on your experience today, please rate this airport on each service item: Courtesy and helpfulness of inspection staff.
4.91
4.90
4.87
4.85
4.64
4.61
4.42
4.25
4.19
4.16
4.16
4.14
4.10
4.05
4.01
3.93
3.79
3.73
3.73
3.25
1-P
VG
2-P
EK
3-S
IN
4-IC
N
5-H
KG
6-C
AN
7-B
KK
8-D
FW
9-K
UL
10-L
HR
11-D
EN
12-D
XB
13-S
FO
14-A
MS
15-A
TL
16-C
DG
17-F
RA
18-IS
T
19-M
AD
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.18
© 2015 ACI
DEN – Ranking Among Airports of >40MSecurity – Courtesy of security staff
Group Benchmark - Q4 2015 130© 2015 ACI
Q7j. Based on your experience today, please rate this airport on each service item: Courtesy and helpfulness of security staff.
4.95
4.92
4.90
4.83
4.70
4.61
4.52
4.27
4.22
4.22
4.10
4.03
4.01
3.99
3.96
3.89
3.83
3.79
3.66
3.31
1-P
VG
2-P
EK
3-S
IN
4-IC
N
5-C
AN
6-H
KG
7-B
KK
8-K
UL
9-D
XB
10-D
FW
11-D
EN
12-L
HR
13-S
FO
14-A
MS
15-A
TL
16-C
DG
17-IS
T
18-F
RA
19-M
AD
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.19
DEN – Ranking Among Airports of >40MSecurity – Thoroughness of inspection
Group Benchmark - Q4 2015 131© 2015 ACI
Q7k. Based on your experience today, please rate this airport on each service item: Thoroughness of security inspection.
4.95
4.89
4.89
4.88
4.87
4.67
4.54
4.22
4.22
4.17
4.15
4.11
4.11
4.09
4.00
3.89
3.86
3.83
3.81
3.34
1-P
EK
2-P
VG
3-S
IN
4-IC
N
5-C
AN
6-H
KG
7-B
KK
8-D
FW
9-K
UL
10-D
XB
11-L
HR
12-D
EN
13-S
FO
14-A
MS
15-A
TL
16-C
DG
17-IS
T
18-F
RA
19-M
AD
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.22
DEN – Ranking Among Airports of >40MSecurity – Security waiting time
Group Benchmark - Q4 2015 132© 2015 ACI
Q7l. Based on your experience today, please rate this airport on each service item: Waiting time at security inspection.
4.89
4.89
4.87
4.81
4.59
4.55
4.54
4.17
4.14
4.14
3.94
3.93
3.85
3.84
3.80
3.72
3.72
3.70
3.69
3.08
1-P
VG
2-S
IN
3-P
EK
4-IC
N
5-H
KG
6-C
AN
7-B
KK
8-K
UL
9-D
FW
10-D
XB
11-S
FO
12-L
HR
13-C
DG
14-D
EN
15-A
MS
16-A
TL
17-IS
T
18-M
AD
19-F
RA
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.10
DEN – Ranking Among Airports of >40MSecurity – Safe/secure feeling
Group Benchmark - Q4 2015 133© 2015 ACI
Q7m. Based on your experience today, please rate this airport on each service item: Feeling of being safe and secure.
4.94
4.93
4.92
4.90
4.87
4.80
4.57
4.35
4.31
4.25
4.22
4.20
4.16
4.14
4.11
3.93
3.93
3.91
3.84
3.37
1-P
EK
2-S
IN
3-P
VG
4-IC
N
5-C
AN
6-H
KG
7-B
KK
8-D
XB
9-K
UL
10-D
FW
11-L
HR
12-D
EN
13-S
FO
14-A
MS
15-A
TL
16-C
DG
17-IS
T
18-F
RA
19-M
AD
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.28
DEN – Ranking Among Airports of >40MFinding Way – Ease of finding way through airport
Group Benchmark - Q4 2015 135© 2015 ACI
Q7n. Based on your experience today, please rate this airport on each service item: Ease of finding your way through airport.
4.96
4.86
4.85
4.81
4.71
4.68
4.48
4.32
4.31
4.23
4.21
4.20
4.15
4.14
3.94
3.88
3.79
3.77
3.77
3.30
1-P
VG
2-S
IN
3-P
EK
4-IC
N
5-C
AN
6-H
KG
7-B
KK
8-D
EN
9-D
XB
10-D
FW
11-S
FO
12-A
TL
13-K
UL
14-L
HR
15-A
MS
16-IS
T
17-C
DG
18-F
RA
19-M
AD
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.20
DEN – Ranking Among Airports of >40MFinding Way – Flight info screens
Group Benchmark - Q4 2015 136© 2015 ACI
Q7o. Based on your experience today, please rate this airport on each service item: Flight information screens.
4.89
4.89
4.88
4.86
4.73
4.68
4.52
4.43
4.28
4.24
4.24
4.23
4.21
4.20
4.07
3.95
3.88
3.83
3.65
3.19
1-P
VG
2-IC
N
3-P
EK
4-S
IN
5-H
KG
6-C
AN
7-B
KK
8-D
EN
9-D
XB
10-A
TL
11-S
FO
12-L
HR
13-D
FW
14-K
UL
15-A
MS
16-C
DG
17-IS
T
18-M
AD
19-F
RA
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.24
DEN – Ranking Among Airports of >40MFinding Way – Walking distance inside terminal
Group Benchmark - Q4 2015 137© 2015 ACI
Q7p. Based on your experience today, please rate this airport on each service item: Walking distance inside the terminal.
4.87
4.77
4.73
4.66
4.60
4.37
4.29
3.97
3.88
3.88
3.76
3.74
3.67
3.66
3.62
3.36
3.30
3.29
3.13
2.70
1-P
VG
2-IC
N
3-S
IN
4-P
EK
5-C
AN
6-B
KK
7-H
KG
8-S
FO
9-D
EN
10-D
FW
11-A
TL
12-D
XB
13-L
HR
14-IS
T
15-K
UL
16-C
DG
17-A
MS
18-F
RA
19-M
AD
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
3.82
DEN – Ranking Among Airports of >40MFinding Way – Ease of connections
Group Benchmark - Q4 2015 138© 2015 ACI
Q7q. Based on your experience today, please rate this airport on each service item: Ease of making connections with other flights.
5.00
4.89
4.82
4.72
4.72
4.67
4.32
4.19
4.15
4.12
4.07
4.05
4.02
3.72
3.72
3.70
3.61
3.50
3.44
2.98
1-P
VG
2-IC
N
3-S
IN
4-H
KG
5-P
EK
6-C
AN
7-B
KK
8-D
EN
9-A
TL
10-D
XB
11-K
UL
12-S
FO
13-D
FW
14-L
HR
15-A
MS
16-IS
T
17-C
DG
18-M
AD
19-F
RA
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
3.94
DEN – Ranking Among Airports of >40MAirport Facilities – Courtesy of airport staff
Group Benchmark - Q4 2015 140© 2015 ACI
Q7r. Based on your experience today, please rate this airport on each service item: Courtesy and helpfulness of airport staff (excluding check‐in, passport control and security).
4.98
4.95
4.91
4.88
4.80
4.75
4.54
4.34
4.33
4.31
4.29
4.25
4.22
4.22
4.05
3.93
3.86
3.82
3.80
3.33
1-P
VG
2-P
EK
3-IC
N
4-S
IN
5-C
AN
6-H
KG
7-B
KK
8-K
UL
9-D
EN
10-D
XB
11-D
FW
12-A
TL
13-L
HR
14-S
FO
15-A
MS
16-C
DG
17-IS
T
18-M
AD
19-F
RA
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.28
DEN – Ranking Among Airports of >40MAirport Facilities – Eating facilities
Group Benchmark - Q4 2015 141© 2015 ACI
Q7s. Based on your experience today, please rate this airport on each service item: Restaurant/Eating facilities.
4.78
4.74
4.72
4.68
4.53
4.53
4.48
4.07
4.06
4.02
4.02
4.01
3.90
3.76
3.73
3.66
3.55
3.48
3.35
2.85
1-P
VG
2-P
EK
3-IC
N
4-S
IN
5-C
AN
6-H
KG
7-B
KK
8-A
TL
9-K
UL
10-D
EN
11-D
FW
12-D
XB
13-L
HR
14-S
FO
15-IS
T
16-A
MS
17-M
AD
18-F
RA
19-C
DG
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
3.94
DEN – Ranking Among Airports of >40MAirport Facilities – VFM: Eating facilities
Group Benchmark - Q4 2015 142© 2015 ACI
Q7t. Based on your experience today, please rate this airport on each service item: Value for money of restaurant/eating facilities.
4.63
4.55
4.54
4.52
4.43
4.39
4.16
3.72
3.60
3.49
3.46
3.38
3.37
3.33
3.03
3.01
2.91
2.65
2.63
2.26
1-P
VG
2-P
EK
3-S
IN
4-IC
N
5-C
AN
6-B
KK
7-H
KG
8-K
UL
9-D
XB
10-IS
T
11-D
FW
12-A
TL
13-D
EN
14-L
HR
15-F
RA
16-S
FO
17-A
MS
18-C
DG
19-M
AD
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
3.43
DEN – Ranking Among Airports of >40MAirport Facilities – Availability of bank/ATM/exchange
Group Benchmark - Q4 2015 143© 2015 ACI
Q7u. Based on your experience today, please rate this airport on each service item: Availability of bank/ATM facilities/money changers.
4.97
4.81
4.78
4.77
4.62
4.60
4.50
4.16
4.05
3.95
3.90
3.89
3.81
3.80
3.78
3.76
3.61
3.41
3.40
3.14
1-P
VG
2-P
EK
3-IC
N
4-S
IN
5-C
AN
6-H
KG
7-B
KK
8-K
UL
9-D
XB
10-D
FW
11-IS
T
12-L
HR
13-S
FO
14-D
EN
15-A
TL
16-A
MS
17-F
RA
18-C
DG
19-M
AD
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.02
DEN – Ranking Among Airports of >40MAirport Facilities – Shopping facilities
Group Benchmark - Q4 2015 144© 2015 ACI
Q7v. Based on your experience today, please rate this airport on each service item: Shopping facilities.
4.87
4.83
4.83
4.82
4.70
4.49
4.46
4.31
4.14
3.96
3.91
3.89
3.86
3.86
3.72
3.72
3.68
3.64
3.56
2.84
1-P
VG
2-P
EK
3-S
IN
4-IC
N
5-H
KG
6-B
KK
7-C
AN
8-D
XB
9-K
UL
10-L
HR
11-A
TL
12-D
FW
13-D
EN
14-IS
T
15-A
MS
16-F
RA
17-M
AD
18-S
FO
19-C
DG
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.02
DEN – Ranking Among Airports of >40MAirport Facilities – VFM: Shopping facilities
Group Benchmark - Q4 2015 145© 2015 ACI
Q7w. Based on your experience today, please rate this airport on each service item: Value for money of shopping facilities.
4.77
4.70
4.69
4.52
4.38
4.35
4.33
3.80
3.65
3.56
3.35
3.34
3.27
3.24
3.22
3.03
2.92
2.91
2.83
2.29
1-IC
N
2-P
VG
3-P
EK
4-S
IN
5-B
KK
6-H
KG
7-C
AN
8-K
UL
9-D
XB
10-IS
T
11-D
FW
12-A
TL
13-D
EN
14-L
HR
15-F
RA
16-S
FO
17-A
MS
18-C
DG
19-M
AD
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
3.53
DEN – Ranking Among Airports of >40MAirport Facilities – Internet access/WiFi
Group Benchmark - Q4 2015 146© 2015 ACI
Q7x. Based on your experience today, please rate this airport on each service item: Internet access/Wi‐Fi.
4.94
4.82
4.71
4.62
4.61
4.26
4.25
4.08
4.00
4.00
3.98
3.87
3.72
3.69
3.61
3.56
2.81
2.77
2.56
2.49
1-P
VG
2-IC
N
3-H
KG
4-P
EK
5-S
IN
6-B
KK
7-C
AN
8-D
EN
9-K
UL
10-S
FO
11-D
FW
12-A
TL
13-L
HR
14-A
MS
15-F
RA
16-C
DG
17-D
XB
18-IS
T
19-M
AD
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
3.81
DEN – Ranking Among Airports of >40MAirport Facilities – Business/Executive lounges
Group Benchmark - Q4 2015 147© 2015 ACI
Q7y. Based on your experience today, please rate this airport on each service item: Business/Executive lounges.
4.97
4.90
4.87
4.82
4.79
4.73
4.52
4.18
4.04
4.03
3.99
3.91
3.90
3.85
3.78
3.73
3.64
3.60
3.43
3.28
1-P
VG
2-IC
N
3-P
EK
4-S
IN
5-C
AN
6-H
KG
7-B
KK
8-K
UL
9-D
FW
10-L
HR
11-D
XB
12-D
EN
13-A
TL
14-IS
T
15-F
RA
16-S
FO
17-A
MS
18-C
DG
19-M
AD
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.16
DEN – Ranking Among Airports of >40MAirport Facilities – Availability of washrooms
Group Benchmark - Q4 2015 148© 2015 ACI
Q7z. Based on your experience today, please rate this airport on each service item: Availability of washrooms/toilets.
4.96
4.95
4.94
4.87
4.82
4.56
4.48
4.36
4.31
4.22
4.19
4.16
4.09
4.06
3.92
3.85
3.74
3.73
3.70
3.15
1-P
VG
2-IC
N
3-P
EK
4-S
IN
5-H
KG
6-B
KK
7-C
AN
8-K
UL
9-D
EN
10-A
TL
11-D
FW
12-S
FO
13-L
HR
14-D
XB
15-A
MS
16-M
AD
17-C
DG
18-IS
T
19-F
RA
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.19
DEN – Ranking Among Airports of >40MAirport Facilities – Cleanliness of washrooms
Group Benchmark - Q4 2015 149© 2015 ACI
Q7aa. Based on your experience today, please rate this airport on each service item: Cleanliness of washrooms/toilets.
4.94
4.93
4.87
4.86
4.78
4.58
4.57
4.28
4.07
4.05
4.05
4.04
4.00
3.97
3.78
3.75
3.63
3.62
3.38
3.16
1-IC
N
2-P
EK
3-P
VG
4-S
IN
5-H
KG
6-B
KK
7-C
AN
8-K
UL
9-D
EN
10-A
TL
11-L
HR
12-D
XB
13-D
FW
14-S
FO
15-A
MS
16-C
DG
17-M
AD
18-IS
T
19-F
RA
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.11
DEN – Ranking Among Airports of >40MAirport Facilities – Comfort of waiting/gate areas
Group Benchmark - Q4 2015 150© 2015 ACI
Q7bb. Based on your experience today, please rate this airport on each service item: Comfort of waiting/gate areas.
4.93
4.91
4.88
4.84
4.80
4.75
4.57
4.29
4.05
3.97
3.93
3.92
3.83
3.75
3.69
3.67
3.43
3.39
3.35
3.28
1-IC
N
2-P
VG
3-P
EK
4-S
IN
5-C
AN
6-H
KG
7-B
KK
8-K
UL
9-D
FW
10-S
FO
11-A
TL
12-D
EN
13-D
XB
14-L
HR
15-C
DG
16-IS
T
17-F
RA
18-A
MS
19-M
AD
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.02
DEN – Ranking Among Airports of >40MAirport Environment – Terminal cleanliness
Group Benchmark - Q4 2015 152© 2015 ACI
Q7cc. Based on your experience today, please rate this airport on each service item: Cleanliness of airport terminal.
4.98
4.98
4.95
4.95
4.90
4.87
4.69
4.55
4.39
4.29
4.27
4.23
4.22
4.19
4.01
3.98
3.97
3.89
3.80
3.35
1-IC
N
2-P
VG
3-P
EK
4-S
IN
5-C
AN
6-H
KG
7-B
KK
8-K
UL
9-D
XB
10-D
EN
11-L
HR
12-S
FO
13-D
FW
14-A
TL
15-C
DG
16-M
AD
17-A
MS
18-IS
T
19-F
RA
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.32
DEN – Ranking Among Airports of >40MAirport Environment – Ambience of the airport
Group Benchmark - Q4 2015 153© 2015 ACI
Q7dd. Based on your experience today, please rate this airport on each service item: Ambience of the airport.
4.97
4.96
4.94
4.91
4.88
4.84
4.67
4.42
4.24
4.12
4.04
4.02
4.00
3.99
3.82
3.80
3.79
3.72
3.44
3.37
1-P
VG
2-IC
N
3-P
EK
4-S
IN
5-C
AN
6-H
KG
7-B
KK
8-K
UL
9-D
XB
10-D
EN
11-S
FO
12-L
HR
13-D
FW
14-A
TL
15-IS
T
16-M
AD
17-C
DG
18-A
MS
19-F
RA
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.16
DEN – Ranking Among Airports of >40MArrivals Services – Passport inspection
Group Benchmark - Q4 2015 155© 2015 ACI
Q10a. Based on your experience today, please rate this airport on each service item: Passport/Personal ID inspection.
4.92
4.85
4.82
4.81
4.67
4.61
4.42
4.24
4.21
4.12
4.03
4.02
3.99
3.95
3.90
3.88
3.76
3.67
3.67
3.19
1-P
VG
2-S
IN
3-IC
N
4-P
EK
5-H
KG
6-C
AN
7-B
KK
8-K
UL
9-D
FW
10-D
XB
11-D
EN
12-A
TL
13-IS
T
14-S
FO
15-A
MS
16-L
HR
17-C
DG
18-F
RA
19-M
AD
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.08
DEN – Ranking Among Airports of >40MArrivals Services – Baggage delivery speed
Group Benchmark - Q4 2015 156© 2015 ACI
Q10b. Based on your experience today, please rate this airport on each service item: Speed of baggage delivery service.
4.88
4.79
4.70
4.58
4.52
4.44
4.43
4.07
4.03
3.88
3.84
3.82
3.73
3.72
3.68
3.51
3.42
3.35
3.13
2.92
1-P
VG
2-S
IN
3-IC
N
4-P
EK
5-C
AN
6-H
KG
7-B
KK
8-K
UL
9-D
XB
10-A
TL
11-IS
T
12-D
FW
13-L
HR
14-D
EN
15-S
FO
16-A
MS
17-F
RA
18-C
DG
19-M
AD
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
3.90
DEN – Ranking Among Airports of >40MArrivals Services – Customs inspection
Group Benchmark - Q4 2015 157© 2015 ACI
Q10c. Based on your experience today, please rate this airport on each service item: Customs inspection.
4.88
4.87
4.84
4.77
4.69
4.60
4.45
4.12
4.08
4.07
3.98
3.95
3.94
3.88
3.83
3.72
3.67
3.58
3.57
2.98
1-P
VG
2-IC
N
3-S
IN
4-P
EK
5-H
KG
6-C
AN
7-B
KK
8-K
UL
9-D
XB
10-D
FW
11-D
EN
12-IS
T
13-A
TL
14-L
HR
15-S
FO
16-A
MS
17-C
DG
18-M
AD
19-F
RA
20-C
GK
Ave
rage
Ave
rage
All
Airp
orts
4.06