This fall, Antwerp Airport and Ostend-Bruges Airport conducted a passenger satisfaction survey. The results clearly show that travelers consciously choose our regional airports for their proximity, short walking distances, and personal, customer-focused service. Both airports score highly on overall satisfaction and receive particularly positive ratings for their staff.
The survey shows that both airports are strongly embedded in their immediate regions. At Antwerp Airport, 93% of respondents live in the province of Antwerp, while at Ostend-Bruges Airport, 87% are from West Flanders and 9.5% from East Flanders.
The main reason passengers choose their regional airport is proximity: 89% of travelers at both airports cite this as the decisive factor. In addition, a smooth check-in (78% in Antwerp, 79% in Ostend) and short walking distances (62% in Antwerp, 54% in Ostend) are highly valued.
“We deliberately focus on the comfort and convenience of our passengers,” says CEO Nathan De Valck. “This approach is clearly appreciated. Travelers depart here stress-free. Arriving more than two hours before departure? Not necessary with us.”
Overall satisfaction is particularly high: 87% of passengers at Antwerp Airport and 84% at Ostend-Bruges Airport rate their experience as good to very good. A crucial factor is the quality of service: no less than 95% of respondents give airport staff a score of at least 8 out of 10.
“A personal and customer-focused approach plays a major role in the positive experience of our travelers,” says De Valck. “This is a real advantage for regional airports. At the same time, we remain critical of ourselves in how we can further improve satisfaction. Every suggestion helps us make the travel experience even more enjoyable.”
High passenger satisfaction translates into loyal travelers who return regularly. A large portion of passengers travel multiple times a year from their regional airport: 65% at Antwerp Airport and 64.6% at Ostend-Bruges Airport. “Passengers like to come back because they know their journey here will be smooth, pleasant, and worry-free,” De Valck explains.
