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Service and Cooperation

Anna Björk Bjarnadóttir, Chief Service and Operations Officer and Guðmundur Daði Rúnarsson, Chief Commercial and Airport Development Officer, discuss the company's focus on service.


Communication with users and operators happens first and foremost during regular meetings. Communications with passengers are the direct interactions of the company’s employees at airports and using all main communication formats: telephone, e-mail, websites and social media and regular customer surveys.

Communications with airlines that operate from Isavia airports take place during regular user committee meetings to which all users are invited, as well as during private meetings with each of them as needed. The airport user committees operate in accordance with the provisions of the Aviation Act and regulations. These consist of representatives from all airlines that use the airport regularly and their agents. The meetings are an opportunity for users to discuss their views before making important decisions on operations, quality of service, fee collection, new construction, tower services or other issues that have an impact on their important interests. The Keflavík Airport User Committee meets as often as necessary but never less than once a year. As a rule, the Domestic Airports User Committee meets once a year.

Consultation meetings are held once a year with the users of the flight navigation services as regards operations and investments. Consultation meetings with users of other aspects of flight navigation services also take place under the auspices of the ICAO Planning Group (NAT-SPG) for the North Atlantic. Regular meetings are held with users, and there is communication with individual users or representatives of user groups if considered necessary. Isavia’s partner, the Icelandic Meteorological Office, has a role to play in such user consultation as regards weather information and is the monitoring body as regards volcanic eruptions and other natural disasters.

Standardised service surveys have been carried out at Keflavík Airport for the past 15 years. The survey is an international survey created by the Airports Council International and measures passenger satisfaction at more than 350 airports worldwide.

*Source: ACI ASQ 2019


Communication with operators at Keflavík Airport happens during joint meetings or with each operator. Fixed group meetings are held with retail operators and caterers 4 times a year, performance meetings with each operator are held 3–4 times a year and store manager meetings are held 6 times a year. Isavia annually hands out a services award to the retail and restaurant entities that have achieved the best performance in services and sales to passengers. Larger user meetings for all stakeholders and service providers at and near the airport are, at present, held in public.

Communications with passengers are handled first and foremost with the help of various media where enquiries are received and responded to. Isavia regularly performs marketing and service surveys at its airports. Standardised service surveys have been carried out at Keflavík Airport for the past 15 years. The survey in question is an international survey created by the Airports Council International (ACI) and measures passenger satisfaction at more than 350 airports worldwide and provides a good comparison. Data on 34 service aspects in the airport are collected throughout the year. The results are published on a quarterly basis, which allows for a swift response if anything is found that needs remedial action. Passenger satisfaction is measured on a scale of 0–5. Keflavík Airport has always been high on the European list, which contains over 100 airports throughout the continent. There have been, however, limited periods where the overall satisfaction has fallen, and these can usually be traced to disruptions due to renovations of the terminal.

An award in the ACI services survey is one of the greatest recognitions available to global airport operators and is granted for exceptional services provision and customer experience. Keflavik International Airport received recognition from ACI in 2019 for being among the best airports of its size category (5–15 million passengers annually).