Shannon Airport Tops National Customer Experience Ranking

CXi Report scores Shannon as highest-ranking airport and 4th overall in its national customer experience league table.

Shannon Airport has claimed the top spot in the travel category and ranked 4th overall in Ireland’s Customer Experience Insights (CXi) Report 2024. The national report, widely regarded as a benchmark for customer satisfaction, evaluated 175 organisations, of which 150 were ranked across 11 categories.

Shannon Airport’s rise in the rankings is a major achievement, as it now leads the travel sector and ranks as the highest-rated airport in the country. The Mid-West airport has been praised for its friendly staff, efficient security, accessible services, and convenient parking.

Michael Killeen, author of the CXi report, commented on the airport’s success:

“Shannon is setting the standard for airports globally by actively listening to its customers. As one of only two airports in the world awarded ‘Age Friendly’ status by the WHO and the first in Europe to provide an autism sensory room, Shannon stands out as Ireland’s aviation star. If it keeps its customers to the fore, the only way for Shannon is up.”

The report highlighted Shannon’s impressive leap in the rankings, noting:

“Shannon Airport delivered one of the most notable performances this year, climbing 16 places from 20th to secure 4th overall in just its second year in the survey.”

Customers highlighted the airport’s seamless security process and relaxed atmosphere, with one noting, “Hassle-free security and a very relaxed experience at Shannon. The best airport to travel through in Ireland.”

Mary Considine, CEO of The Shannon Airport Group, welcomed the results:

“This recognition is a testament to the dedication and teamwork of our staff, and I would like to thank them for the world-class services they provide to our passengers.

“Achieving 4th place overall and securing the top spot in the travel category is an outstanding achievement. Our ‘making it easy’ promise drives every interaction, and it’s rewarding to see more travellers from all over Ireland choosing Shannon for its convenience and exceptional service.”

The airport boasts of many firsts when it comes to making their passenger’s journey as hassle-free as possible. In 2017, the airport installed the first airport sensory room in Europe for passengers with sensory needs, in conjunction with its Autism Awareness Programme. In 2022 the airport was designated an Age Friendly airport by the World Health Organisation (WHO), one of only two airports in the world to earn this status.