The global results are a slight slip from last year worldwide, when the airport ranked first of airports of its size (between two million and five million passengers served) anywhere in the world.
But the airport gained a notch in the North American rankings, which cover airports of all sizes; last year, it was second.
The results were determined through a benchmarking program conducted by Airport Service Quality, an organization that did surveys at the gate just prior to surveyed customers' departures.
"The bar is raised each year where customer service and perception are concerned, which means that all of the employees made an even stronger effort to delight our clients in 2011," stated Raymond Brunet, chair of the airport authority's board.
The sample size was not revealed in a press release. The airport stated the questions included "airport ambiance, efficiency of check-in and security screening processes, overall cleanliness, and value for money in retail and food and beverage outlets."
The airport released its 2010 economic impact survey, which was tabulated in December, along with the results.
Key financial metrics included:
- 4,964 people directly employed, earning $271 million;
- Production of $1.1 billion in gross output;
- Overall production of $2.2 billion when "indirect and induced impacts" are included. These were not specified.
- $247 million in taxes paid, with most going to the federal government. Other tax recipients include the City of Ottawa and the province.
The airport also released estimates in employment growth and economic impact, based on traffic forecasts.
- By 2017, there will be between 6,300 and 6,600 full-time equivalent positions at the airport generating $1.4 billion to $1.7 billion in economic output.
- This will rise to 8,400 to 8,800 FTE jobs generating between $1.9 billion and $2.2 billion in direct output by 2030.
The airport posted a record-breaking 4.62 million passenger trips in 2011, a 3.4-per-cent increase from 2010 and more than 17 per cent, or 600,000 trips, more than 2006.