Press Releases

Airports gather in Tianjin, China for 2015 Airport Service Quality (ASQ) Forum

Montreal, 21 September 2015 – Organized by ACI World and hosted by Tianjin Binhai International Airport, the 2015 Airport Service Quality (ASQ) Forum Tianjin kicks off tomorrow morning with training sessions that will explain the ASQ programme: from a general overview to recent enhancements and new tools designed to allow participants to get the most from this unique customer service benchmarking programme.

From 22–24 September, over 180 attendees will share best practices in customer service and hear key findings from the ASQ Survey. They will also explore how airport cleanliness is important to the passenger experience; enhancing the journey for low-cost and charter passengers; the link between service quality and airports’ economic performance; and much more.

“This marks our second ASQ Forum of 2015 and we’re pleased to be organizing it in Tianjin, China under the kind patronage of Tianjin Binhai International Airport,” noted Antoine Rostworowski, Director, IT & Facilitation at ACI World. “Airports have evolved from being places that largely deal with airline and aircraft-related activities to complex businesses in their own right. Each day in airports around the world, innumerable service providers and government agencies—some customer-facing and some behind the scenes—have an indelible effect on the passenger experience. More than ever, airports require in-depth, actionable intelligence on satisfaction levels across the multiple touchpoints of a traveler’s journey.”

ACI’s ASQ Survey measures passengers’ appraisal of 34 key performance indicators on the day they travel, allowing airports to get an accurate and timely picture of traveler sentiment. Indeed, ASQ has been designed for airports seeking to measure their passenger service performance and to benchmark it against other airports with the overarching objective of offering more effective, efficient and profitable ways to serve the flying public, while providing a systematic approach to continuously improving customer service.

ASQ is the leading customer satisfaction benchmarking programme in the airport industry today, and ASQ research takes place in airports that serve more than half the world’s 6.7 billion passengers. From benchmarking and the sharing of best practices to marketing tools that help airports communicate their achievements and services that are customizable to each airport’s unique needs, ASQ is the key to understanding how to increase passenger satisfaction and improve business performance in the fast-changing landscape of worldwide aviation.

“ACI’s commitment to representing our members’ best interests underscores everything we do, and the ASQ programme is an excellent example,” says Angela Gittens, Director General, ACI World. “More than ever, this is a programme designed with the passenger in mind, and ACI is delighted to share its latest customer service insights with ASQ Forum Tianjin attendees. In keeping with the ASQ programme, these are learnings that they can take back to their home airports to make a real and immediate improvement in the quality of their passengers’ journeys.”

The ASQ Forum Tianjin is the second of three ASQ Forum events scheduled for 2015, with the first held in Montreal from 9–11 September and the next to take place in Madrid, Spain on 21–23 October. To learn more about ASQ, click here, and be sure to visit the Madrid ASQ Forum page to discover how you can participate in the next event.

Notes for editors

1. Airports Council International (ACI), the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organisation. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient and environmentally sustainable.

2. To download a pdf version of this media release, please click here.

Media contact

Ryan White
Manager, Communications
ACI World
Telephone: +1 514 373 1226