Press Releases

Airport Service Quality Award Winners and Director General’s Roll of Excellence Inductees Honoured at Gala Dinner

Istanbul, Turkey, 11 June 2013 – Today, Airports Council International (ACI) honoured recipients of its annual 2012 Airport Service Quality (ASQ) Awards and inductees to ACI’s Director General’s Roll of Excellence during the ACI Europe and World Annual Congress & Exhibition 2013 Gala Dinner and ASQ Awards Ceremony at Ciragan Palace Kempinski.

Director General’s Roll of Excellence

Four new airports were inducted into the Director General’s Roll of Excellence which recognizes airports that have ranked among the top five in Airport Service Quality (ASQ) for five years.

Inductees Include:

  • Cancún International Airport
  • Juan Santamaria International Airport
  • Malta International Airport
  • Shanghai Pudong International Airport

ASQ Awards

ASQ Awards were presented in four categories that included: Best Airport by Region, Best Airport by Region (Fewer than 2 million Passengers per Year), Best Airport by Size, and Best Improvement. At its 2012 World Annual General Assembly in Calgary, Alberta, Canada, ACI announced that it would discontinue the Best Airport Worldwide award category to focus more attention on categories that facilitate comparison, particularly airport size and region.

ASQ Award Recipients

Best Airport by Size: Millions of Passengers Per year(first place)
Hohhot (2-5m), Nagoya (5-15m), Seoul Gimpo (15-25m), Seoul Incheon (25-40m),
Singapore (over 40m).

Best Airport by Region
(first place)
Cape Town (Africa), Seoul Incheon (Asia-Pacific), Moscow Sheremetyevo (Europe), Cancun (Latin-America-Caribbean), Abu Dhabi (Middle East), Indianapolis (North America).

Best Airport by Region: airports with fewer than 2 million passengers per year
Upington (Africa), Skopje (Europe), Victoria (North America).

Best Improvement
Mombasa (Africa), Sanya (Asia-Pacific), Faro (Europe), Santo Domingo (Latin-America-Caribbean), Abu Dhabi (Middle East), Winnipeg (North America).




1. Cape Town

2. Durban

3. Cairo

4. Mauritius

5. Johannesburg


1. Seoul Incheon

2. Singapore

3. Beijing

4. New Delhi

5. Hong Kong


1. Moscow Sheremetyevo

2. Malta

3. Edinburgh

4. Keflavik

5. Zurich

Latin America-Caribbean

1. Cancun

2. Guayaquil

3. Montego Bay

4. San José

5. Barbados

Middle East

1. Abu Dhabi

2. Dubai

3. Doha

4. Tel Aviv

5. Bahrain

North America

1. Indianapolis

2. Ottawa

3. Tampa

4. Sacramento

5. Jacksonville






North America




2 – 5 million passengers

1. Hohhot

2. Guayaquil

3. Ottawa

4. Chiang Mai

5. Winnipeg

5 – 15 million passengers

1. Nagoya

2. Hyderabad

3. Tianjin

4. Wuhan

5. Sanya

15 – 25 million passengers

1. Seoul Gimpo

2. Chongqing

3. Taipei

4. Hangzhou

5. Tampa

25 – 40 million passengers

1. Seoul Incheon

2. New Delhi

3. Mumbai

4. Tokyo Narita

5. Shanghai Hongqiao

Over 40 million passengers

1. Singapore

2. Beijing

3. Hong Kong

4. Shanghai Pudong

5. Guangzhou








Latin America-Caribbean

Santo Domingo

Middle East

Abu Dhabi


North America


About the ASQ Awards

Since its creation in 2006, the ASQ Awards have become the world’s leading airport passenger satisfaction benchmark with over 275 airports participating. The ASQ Awards recognize and reward the best airports in the world based on ACI’s ASQ passenger satisfaction survey and represent an opportunity to celebrate the commitment of airports worldwide to continually improve the passenger experience.

To learn more about the ASQ Awards, please visit:

Press Release PDF

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Notes for editors

(1)          Programme description: ASQ, which has won industry recognition as a world class benchmarking programme, has grown steadily over the past four years. As of February 2012, ASQ counts 275 airports participated in the ASQ programme. Based on the cumulative results of individual ASQ passenger satisfaction surveys, which are completed every month of the year, the programme has been scientifically designed to ensure statistical accuracy. Programme features include regular quarterly performance reports and ASQ forums for data review and best practice sharing. Survey results are treated on a confidential basis. The aim of the programme is to allow airports to plan improvements and benchmark their customer services against other airports. It is fair to say that all airports involved in the programme have placed a high priority on customer service, having voluntarily and independently decided to join the programme.

(2)           Some of the distinguishing features of the programme include:

  • Locally relevant. All airports are able to survey in their own, national language with the choice of over 30 other languages as well.
  • On-site airport surveying. Questionnaires are completed with responses from passengers interviewed on the day and at the gate so that their experience is current and immediate.
  • Consistent. Every airport uses the same questionnaire.
  • Statistically reliable. A minimum of 1,400 passengers per annum are interviewed at each airport.
  • Audited. Every year a number of airports are audited by the programme to ensure the accuracy and consistency of the data captured by survey administrators and the ACI management team.
  • Impartial. ASQ is not carried out via internet or email, nor is it linked to any kind of prize or other incentive for the interviewees. The survey questionnaire is administered on-site at the departure gate when the full airport experience is still fresh in the passenger’s mind.

ACI is the only global trade representative of the world’s airports. Established in 1991, ACI represents airports’ interests with governments and international organizations, develops standards, policies and recommended practices for airports, and provides information and training opportunities to raise standards around the world.

Media Contacts

Cheryl Marcell
Director, Communications and Events
ACI World
Telephone: +1 514 373 1224

James Roach
Manager, Communications
ACI World
Telephone: +1 514 373 1226