Five-Star Rating Confirms the Development’s Industry-Leading Position
PITTSBURGH, February 22, 2010 – The AIRMALL® at Pittsburgh International Airport (PIT) has earned a perfect score in the J.D. Power and Associates 2010 North America Airport Satisfaction StudySM. Published this month, the study measured overall customer satisfaction related to airport accessibility, baggage claim, check-in/baggage check process, terminal facilities, security check, and food and retail services. Out of a possible five stars, passengers rated the AIRMALL® at PIT as a five-star concessions development.
“There are few benchmarks that can surpass the authority and credibility of J.D. Power and Associates when it comes to passenger satisfaction. Given this, we are incredibly proud of this latest achievement,” said Jay Kruisselbrink, vice president of BAA Pittsburgh, the developers of the AIRMALL®. “When we launched the AIRMALL®, it was a ground-breaking concept that sparked a change in our industry. Nearly two decades later, the AIRMALL® remains the gold standard for airport concessions. It shows that when you put the passenger first, the passenger will respond positively.”
Founded in 1992, the AIRMALL® at PIT pioneered the developer model for airport concessions across the United States by introducing “Regular Mall Prices…Guaranteed.” Passengers pay no more for goods and services at the AIRMALL® at PIT than they would pay at a comparable nearby store or restaurant. The AIRMALL® at PIT continues to boast the highest per-passenger spend of any airport in the nation.
At 80,000 square feet, the AIRMALL® at PIT includes a strategic mix of international, national and regional brands. Passengers have access to nearly 25 restaurants and bars, more than 35 specialty retail shops, nearly 10 news and gift stores and a host of additional services.
The 2010 North America Airport Satisfaction Study was based on responses from more than 12,100 passengers who took a round-trip flight between January and December 2009. Passengers evaluated their departing and arriving airports, and the study included a total of more than 24,200 evaluations.