Press Releases

Airports gather in Madrid, Spain for 2015 Airport Service Quality (ASQ) Forum

Montreal, 21 October 2015 – Organized by ACI World and hosted by Spanish airport operator, Aeropuertos Españoles y Navegación Aérea (AENA), the 2015 Airport Service Quality (ASQ) Forum Madrid kicks off today 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 21 to 23 October, some 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. The forum will also feature presentations by airports on topics such as enhancing security for an improved passenger experience; ensuring the passenger experience is at the core of an airport’s corporate strategy; and meeting the demands of new markets.

“After two successful and well attended ASQ Forums in Montreal and Tianjin during September, our third and final ASQ Forum of 2015 will take place in beautiful Madrid, Spain,” noted Antoine Rostworowski, Director, IT & Facilitation at ACI World. “I’d like to thank AENA for hosting this event and I look forward not only to sharing the latest enhancements to the ASQ programme with attendees, but also hearing from participants about how ASQ has allowed them to benchmark their passenger service initiatives and improve the traveler’s journey from curb to boarding.

“Airports have evolved from being places that largely deal with airline and aircraft-related activities to complex businesses in their own right,” Rostworowski continued. “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 Madrid 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.”

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. The ASQ Forum Madrid is the last of three ASQ Forum events scheduled for 2015, with the first held in Montreal from 9–11 September and the second in Tianjin, China on 22­–24 September. To learn more about ASQ, click here.

3. To view pictures from the Montreal and Tianjin ASQ Forums, please visit ACI World’s Flickr page here.

4. 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