Recent customer satisfaction surveys conducted by the Israel Airports Authority at the Dov Hoz and Jordan River facilities reveal a high level of satisfaction amongst travelers and users; On a scale of 1-10, the domestic airport Dov Hoz received an overall score of 8.5 for departing passengers, and 8.3 for arriving passengers; The Jordan River Terminal received an average score of 8.25

The surveys were conducted over the weeklong Passover holiday, April 2006, peak season for the airport and the terminal, and encompassed 1,000 respondents (500 at each facility). The surveys were conducted in person and in real time for maximum validity, and included questions relating to the core processes that passengers undergo at the airport and terminal, as well as questions about auxiliary services in the airport and terminal. It is worth noting that at the Jordan River Terminal, the surveys were also conducted in Arabic, the mother tongue of the vast majority of the terminal’s users.

Main data from the results of the survey at Dov Hoz Airport:

Departing Passengers

The core process stations, namely the airport’s entry gate, security check on entering the terminal, security counter and check-in procedure, received scores between 8.6 and 8.8.

The auxiliary services received an average score of 8.3, according to the following breakdown: parking (7.65), public restrooms (8.46), cafeteria - variety of products (8.42), cafeteria - prices (6.3), number of seats available for waiting in passenger hall (7.55), comfort of waiting seats (8.12), cleanliness (8.95) and clarity of signs (8.45).

Arriving Passengers

The core process, including waiting for bus from plane to terminal (8.57), comfort while waiting for suitcases (7.2), duration of wait for suitcases (7.47).

Auxiliary services: taxi availability (7.92), clarity of signs (8.2), cleanliness (8.42).

In addition to customer satisfaction, the survey provided findings for continued improvement of services provided at the airport.

In recent years the Authority invested considerable resources in improving the service at the airport. Among other improvements, new conveyor belts for passengers’ luggage were installed, an electronic air traffic display was set up, the air conditioning system was upgraded, and a modern announcement system was introduced. During 2005 approximately 660,000 people passed through the airport, on 33,400 flights.

Main data from the results of the survey at the Jordan River Terminal:

Departing Passengers

The core process stations, namely the entry gate, border control, bank, shuttle service – received scores between 8 and 8.5.

Auxiliary services: Duty-free (8.9), M.M.S.I (7.85).

Arriving Passengers

The core process stations, namely the entry gate, security check, border control and customs received scores between 6.9 and 8.2.

Cleanliness for the entire terminal received a score of 8.8.

Dov Hoz Airport, located on the coastline of Tel Aviv, is the busiest domestic airport after Eilat. It bustles with activity every day of the year, and serves residents of the country’s central region and Eilat, on their way to and from the southern city. The airport is also used for flights to the North. In mid 1997 the airport officially became an international airport for private flights to nearby destinations.