Since being rated the ninth worst airport in the world last week in a report by the website airhelp.com, Suvarnabhumi has released a statement calling into question the survey, its data-collection methods, and their low score.
In a Thai statement published on its Facebook page, Suvarnabhumi Airport called the survey unreliable and its methods unscientific.
The airhelp report, released last Monday, said that it took into consideration reviews from passengers regarding customer service, security, comfort, check-in, user experience, and quality of facilities at 76 airports around the world. Suvarnabhumi International Airport was rated 68, scoring just 6.3 points out of a possible 10.
The Bangkok airport said that, while they are open to criticism and suggestions for improvement, they never provided any info to airhelp and have a much higher rating on the better-known site FlightStat, which tracks flight data and airports.
They also accused airhelp of only taking into account reviews written in English while the majority of reviews for the Bangkok airport are written in Thai.
Below is a translation of the statement released by the airport about the recent ranking:
Suvarnabhumi Airport will take comments from the passengers or the organizations who conducted the survey into consideration, as Suvarnabhumi views that this information is greatly beneficial to the management of the airport. We know that this information reflects the thoughts of the passengers.
The ranking on airhelp.com was conducted for the first time this year, claiming that the survey was conducted between Dec. 2016 – March 2017 from sources that have no standards. Regarding the rankings for on-time performance, quality and service, and passenger sentiment categories, the survey does not declare the merits and demerits of the airports ranked in the list.
They address each ratings category individually:
1. On-time Performance
www.airhelp.com does not clearly state their source for the ranking. Suvarnabhumi insists that it has not provided any information regarding its performance to this website.
However, Flight Stats, an organization collecting real-time information on air traffic, ranks Suvarnabhumi at 13th place in the category of Global Hub Performance in May 2017.
2. Quality and Service
Airhelp.com stated that it sourced the information from SKYTRAX star ratings collected between Dec. 22, 2016 – March 20, 2017. There is no evidence that SKYTRAX confirms the correctness of the information for Airhelp.
The Airport Council International ranked Suvarnabhumi as the 10th best airport in the world last year.
3. Passenger Sentiment.
Airhelp.com stated that it sourced from Twitter. We found that Airhelp only conducts their ranking from English-language tweets and its own tools.
Suvarnabhumi Airport welcomes the results of all surveys if these surveys are from reliable or well-known organizations such as the Airport Council International, which ranked Suvarnabhumi 10th best airport in the world.
Probably worth pointing out here that the Airport Council International is a lobbying group for airports.
