Skytrax is a leading, British based company that carries out regular surveys of airports, airlines, lounges and other components of the aviation infrastructure.

“Unclassified” means the airport has still not achieved a star ranking, or has been dropped from the star ranking programme. It doesn’t mean the airport is unsafe. Often the rating merely reflects the size of the operation.

On the surface this doesn’t look good for Phuket Airport. One traveler recently declared that, “architecturally and decoratively the airport is in a time warp.” However, such rankings can be deceiving.

For example, an Airports Council International (ACI) survey of the 25 fastest growing airports in 2007 put Phuket Airport at number 23, with a growth rate of 21.1 per cent. The survey looks at airports with an annual turnover of five million passengers plus – a throughput which in itself underlines the importance of the airport, and its contribution to Phuket tourism. Hanoi and Ho Chi Minh City in Vietnam were the only other Asian airports on the list.

So how do these ranking organizations come up with their ratings of facilities such as PIA? They ask many questions in a 4 to 5 minute customer questionnaire that covers areas such as: standards of check-in, baggage screening, queue time for security and immigration, security screening efficiency, immigration staff attitude, fast track facilities and baggage delivery times. In the transit and departure areas they ask questions about walking distances connecting between flights, seating areas, toilet facilities, terminal cleanliness, directions and signage, shower facilities, transit hotel/day rooms, flight information screens, airport PA announcements and baggage trolley availability.

Looking at ‘airside’ facilities they ask about choice of restaurants, bars and cafes, food and drink prices, tax-free shopping, prices in tax-free shops, the availability of internet/WIFI, entertainment options, telephone/fax services, ATM cash machines, smoking areas and airport information counters.

The most common complaints levelled against the Airport were congestion in the terminal, lack of good toilet facilities, poor general cleanliness, slow immigration queues and overcrowding. Others were fulsome in their praises – clean and well-equipped, friendly people, food and drinks at very reasonable prices, customs officers very efficient and a short walk from the check-in to the gate. It just proves that no matter how much the authorities try to improve services and facilities, passengers will form their own opinions based on their personal experience.

To their credit the Airports Authority of Thailand has taken many of the criticisms on board. It has earmarked five billion baht for reconstruction, which is due for completion in 2010. Meanwhile, in recognition of the need to deliver customer satisfaction, an additional 50 million baht will be spent immediately to upgrade existing facilities.

This upgrade will include two million baht to refurbish toilets, something that passengers say is desperately needed, 40 million baht for new immigration counters and seven million baht for a temporary parking lot. All of this is in response to passenger feedback. In addition, new security measures will be introduced.

The more substantial reconstruction will include a new international passenger terminal, upgrade of the domestic terminal, construction of additional taxiways and parking space for 11 more aircraft. The 3,000 metre runway will not be extended. The upgrade will boost capacity to 11.5 million passengers a year from the present 6.5 million.

The former general manager of PIA, told Shop WINDOW on Lifestyle that immigration booths for arrivals and departures will both be increased by six. No new toilets will be built because of space limitations but existing toilets will be upgraded and refurbished.

He added that budget provision is being made to move a number of buildings, to make way for the new terminal. This will take up to four years to complete.

By Alastair Carthew, a Phuket based writer and communications advisor.
Email: alastaircarthew@gmail.com