Inverness Airport, which last year achieved Hospitality Assured accreditation, has successfully upgraded its level of award and remains the only airport in Britain with the benchmark recognition.

This year Inverness Airport was also voted best Scottish airport by readers of travel journal Wanderlust. Inverness was placed third in the UK Airport category of the Wanderlust Travel Awards 2003 after first placed Southampton Airport and second placed London City Airport.

The airport, operated by HIAL, originally worked in partnership with Inverness and Nairn Enterprise (INE) to gain Hospitality Assured status in 2002. The airport has now renewed and upgraded the accreditation, which is an international quality benchmark that recognises high standards of customer service in the hospitality industry.

Hospitality Assured was developed by the Hotel and Catering International Management Association (HCIMA) and is promoted in the UK in partnership with the British Hospitality Association.

To ensure airport users enjoy the best possible service all businesses involved in the terminal operation including management, airlines, security, catering, cleaning, taxis and car hire joined forces under the Inverness Air Terminal umbrella.

Sheena Mitchell, HIAL’s Terminal Manager at Inverness, said: "It was a great honour to be accredited last year and our upgrade is evidence of all the hard work put in by all involved in Inverness air terminal. The group continues to liaise closely to maintain the high standards at Inverness Airport."

Ryan Manson, Terminal Facilities Manager at Inverness Airport said: "Hospitality Assured started two years ago as a pilot supported by INE and I am delighted to say that all parties involved in the airport have carried this forward. It has genuinely brought about a significant cultural change in the airport in terms of how we monitor and evaluate customer feedback and focus on service delivery. We are committed to ensuring all terminal users enjoy a safe and pleasant visit during their time in the airport."

Bob Macleod, Managing Director of HIAL, said: "For many travellers arriving in the region Inverness Airport is their first taste of the Highlands. All parties involved in the Inverness air terminal group realise the importance of working together to ensure that visitors get off to the best possible start when holidaying in the Highlands. Inverness Airport continues to lead the way across the UK as the only airport to date which has achieved Hospitality Assured accreditation."

Direct benefits to passengers as a result of the Hospitality Assured project at Inverness Airport Terminal include:

• The introduction of quarterly and visitor surveys. This method of collecting and analysing data has enabled the project members to focus on those services which are of most concern to their collective customers.
• The recognition by and integration of the terminal operators as a one stop service provider under the umbrella heading of Inverness air terminal.
• Improved smoke extraction in smoking areas in the terminal.
• Introduction of name badges for staff.
• Additional and improved terminal information signage.
• Improved airport approach road signage.
• Improved switchboard services with the addition of an auto attendant system.
• The provision of disabled toilet and baby changing facilities in the Departure Lounge.
• Introduction of disabled blue badge system to car parks.
• Provision of TV and Internet services.
• Introduction of a taxi sharing system to counter the inadequacies of the current bus links to the airport.
• Introduction of a catering customer satisfaction system in both café areas.
• Availability of newspapers, magazines, drinks and confectionery in departures café outlet.

ENDS