Press Releases

Third Airport Service Quality (ASQ) Forum of 2016 dedicated to the people behind the numbers

ACI ASQ Forum participant

ACI ASQ Forum participants in Naples, Italy on 30 November 2016

Montreal, 5 December 2016More than 120 delegates from 60 airports and 30 countries gathered in Naples, Italy for the last Airports Council International (ACI) Airports Service Quality (ASQ) Forum of 2016. The event took place from 30 November to 2 December and was generously hosted by Naples International Airport, owned by GESAC s.p.a. Similar Forums took place place in Brisbane, Australia and Guayaquil, Ecuador with all three organized around the theme: “The people behind the numbers.”

“In the fast-changing world of airports, ASQ is the key to understanding the people behind the numbers, thereby delivering better passenger service and improving the travel experience,” said Angela Gittens, Director General, ACI World. “The programme is designed to allow any airport—large or small, anywhere in the world—to measure their customer service performance and benchmark that performance with the community of airports over time.”

The ASQ Forums are a series of annual meetings, organized for airports that participate in the ASQ Survey, and for those that are considering joining theASQ programme. The purpose of each Forum is to help airports get the best from the ASQ survey and results to effectively and efficiently manage passenger satisfaction, improve the quality of their airport services and exchange examples of best practice in airport customer experience.

The ASQ team also offered a complimentary full-day training session before the start of the Forum, and presentations during the Forum covered recent ASQ developments; key drivers of satisfaction; airport passenger generations and how they travel; and, an analysis of Passenger Personas  . These passenger personas are the typical “people behind the numbers” as they describe, in broad terms, the characteristics of travelers that might pass through an airport. By understanding these demographics, airports are better able to meet the needs of their typical customers.

The Forum featured presentations from Milan-Malpensa, Amsterdam Schiphol, Leonardo da Vinci-Fiumicino, Liverpool John Lennon, Gatwick, Inverness, Toronto Pearson International, Cork and Dublin airports. 

“ACI would like to thank Napoli International Airport for hosting the event,” Gittens concluded. “They are active members of ACI Europe and one of the first airports in Italy to participate in the ASQ programme. ACI would also like to thank Software Design and all other sponsors for supporting the largest regional ASQ Forum of the year.”

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 ACI Airport Service Quality (ASQ) Survey covers 34 key service areas and includes 8 major categories such as access, check-in, security, airport facilities, food and beverage, retail and more. All participating airports use the same survey questions, creating an industry standard set of responses that allows participants to track and analyze their performance, as well as benchmark results against airports across the globe. All participating airports can view the ASQ survey results of all other participating airports on a confidential basis.

3. View pictures from the ASQ Forum Napoli here.

4. Download the PDF version of this Media Release.

Media contact
Sabrina Guerrieri
Manager, Communications
ACI World
Telephone: +1 514 373 1223
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