Inverness was the first air terminal in the UK to achieve Hospitality Assured accreditation in 2002 after 18 months of preparatory work. The international benchmark 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. The airport was among the first group of businesses in the Highlands and Islands to achieve accreditation as part of a local enterprise company pilot scheme.

The airport terminal was reaccredited in 2003 and 2004 and has just been awarded Hospitality Assured status for the fourth time with a higher rating than ever before.

Achieving Hospitality Assured accreditation involves all the businesses operating in the airport terminal including HIAL, the airlines, franchise operators and partners, all of whom commit to ensuring terminal users and passengers enjoy a welcoming environment and positive experience while using the facility.

Inverness Airport’s commitment to customer care and service delivery is ongoing and over the past 12 months has involved a wide range of activity ranging from route development and joint marketing initiatives to improving surface access, showcasing arts and culture and making the terminal a smoke free environment.

The Hospitality Assured accreditation is particularly significant as the airport has handled higher numbers of passengers than ever before in the past 12 months.

Inverness Airport manager James Walton said: “Gaining Hospitality Assured status for the fourth year running and with a higher score than ever before is a real credit to everyone involved with the operation at Inverness. The past 12 months have been the busiest ever at the airport and it is encouraging to see that customer service standards have not slipped at all.

“With the terminal now fully under HIAL’s control we remain committed to ensuring it continues to develop and provide a high level of service to local users and inbound visitors alike.”

Inglis Lyon, HIAL’s managing director added: “For many people coming into the region the airport at Inverness is their first point of call and we are very keen to build upon this gateway aspect to ensure their first impressions are good ones. The airport’s reputation in the industry for good customer care is something we will ensure is retained as passenger numbers increase and the airport develops in the years ahead.”

Inverness is the largest of 10 airports in the region operated by HIAL and handles more than 330 scheduled flights each week. It is the fastest growing airport in the region and has seen passenger growth of 63% since 1999 as a result of route development and air service enhancements. The airport is on target to handle circa 650,000 passengers in the year ending 31 March 2006.

Research published last year showed that the airport, an important gateway for business and leisure travel, currently provides an annual economic output of £120 million and supports 2,300 full time equivalent jobs in the Highlands.