Move

Satisfaction surveys outline profile and strengths of Antwerp Airport and Ostend–Bruges Airport

Posted by Timothy on

Passenger satisfaction surveys conducted past autumn at Antwerp International Airport (ANR) in Deurne and Ostend–Bruges Airport (OST) in Ostend confirm both the strong appeal of Belgium’s regional airports and a clear profile of their typical users. Travellers cite proximity, short walking distances and personalised service as the main reasons for choosing regional airports, with older passengers and frequent flyers particularly well represented at Antwerp Airport.

Between mid-September and mid-October 2025, Antwerp Airport surveyed 478 scheduled-flight passengers. Ostend–Bruges Airport carried out a similar survey between early September and late October, questioning 977 passengers. Overall satisfaction levels are high at both airports: 87% of passengers at Antwerp Airport and 84% at Ostend–Bruges Airport rated their experience as good to very good.

Regional anchoring

Both airports show strong regional anchoring. At Antwerp Airport, 93% of respondents live in the province of Antwerp. At Ostend–Bruges Airport, 87% come from West Flanders and a further 9.5% from East Flanders. 

Proximity is the decisive factor for choosing the airport for 89% of passengers at both locations. Smooth check-in procedures are valued by 78% of passengers in Antwerp and 79% in Ostend, while short walking distances are appreciated by 62% and 54% respectively.

Passengers also give particularly high ratings to airport staff. At both airports, 95% of respondents awarded staff a score of at least 8 out of 10, underlining the importance of personal and customer-focused service.

According to CEO Nathan De Valck, the results reflect a deliberate strategy centred on comfort and convenience. Travellers appreciate being able to depart without stress and without the need to arrive at the airport more than two hours before departure. 

The airports say the findings will be used to further improve the passenger experience ahead of the next summer season, while maintaining a sustainable, long-term service model.

The Antwerp Airport user

At Antwerp Airport, the survey also provides a detailed picture of the typical passenger. Travellers are predominantly older Antwerp residents who fly from Deurne several times a year, often to a second home. 

No fewer than 64.9% of passengers are aged over 65, while those under 45 account for just 3%. Most passengers live nearby, with 93.1% residing in the province of Antwerp.

The majority of Antwerp Airport passengers travel for leisure purposes: 68% fly for holidays, while around one in five travel to a second residence. Visiting friends or family accounts for a smaller share. Passengers are also loyal users of the airport, with 65% flying from Antwerp several times a year.

Smooth travel process

Transport economist Wouter Dewulf of the University of Antwerp says the high satisfaction levels are closely linked to how smoothly the travel process runs. He describes Antwerp Airport as close, easy to use and offering such limited traffic that passengers almost experience a private-flight atmosphere. Retail and dining facilities, he notes, play a far smaller role in satisfaction than overall comfort and efficiency.

That comfort comes at a price, however. According to Dewulf, flying from Antwerp is not cheap and can be seen as the opposite of airports such as Charleroi, where fares are lower but comfort levels are also reduced. This helps explain why Antwerp Airport mainly attracts older passengers who value convenience.

TUI Fly

The passenger profile also shapes airline strategy. TUI Fly, the only major airline operating from Antwerp, is increasingly focusing on this market. Destinations such as Ibiza and Antalya in Turkey are being phased out, while routes popular with second-home owners, including Málaga and Alicante in Spain, are being retained and continue to perform well. Dewulf describes this as a smart business model, aimed at loyal customers willing to pay more for comfort.

Public support for the airport remains strong. An earlier exclusive survey by Gazet van Antwerpen found that 61% of residents in the Antwerp district support the continued presence of the airport in Deurne. 

Among people aged between 55 and 70, support rises to 74%, reinforcing the picture of an airport closely aligned with the needs and preferences of its core user base.

Antwerp International Airport

Leave a comment