Press Releases

Airports to gather in Asia-Pacific, Europe and the Americas in 2017 to discuss “Cultivating a customer experience airport community”

ACI announced 2017 Airport Service Quality Forums theme, locations and dates

Montreal, 25 January 2017 – Airports Council International (ACI) has announced that the theme for the 2017 Airport Service Quality (ASQ) Forums is “Cultivating a customer experience airport community.” This theme recognizes that putting the passenger first is a shared priority among all aviation stakeholders and ACI will give focus to the role of all members of the airport community in cultivating a culture of customer service excellence.

“At ACI’s annual ASQ Awards celebration, there are airports that consistently outperform their counterparts,” noted Angela Gittens, Director General, ACI World. “The common denominator among all of these airports is their focus on cultivating a robust culture of customer service— delivered not only from front-line staff, but from their entire airport community. Aligning all stakeholders in their pursuit of airport customer service excellence can be a powerful tool to improving the passenger experience, employee satisfaction and raising non-aeronautical revenues.”

ACI has also released partial details of the locations and dates of this year’s three ASQ Forums: the first will take place from 26–28 April in Haikou, China; the second will be hosted in an as-yet undetermined city in Europe from 21–23 June; and the third will be organized in Detroit, Michigan from 2–4 October.

“The venues for this year’s ASQ Forums are diverse, and we expect attendees at each event to take away unique, regionally informed insights into how they can develop a culture of customer experience at their airport,” said Antoine Rostworowski, Director, Airport Customer Experience and Technology, ACI World. “In keeping with past ASQ Forums, participants can expect an engaging mix of presentations, discussion sessions, networking opportunities, and new ASQ programme tools and insights to ensure no stone is left unturned as we explore this year’s theme.”

“Whether you are a seasoned airport professional or new to the world of airport customer service, I encourage you to attend one of the 2017 ASQ Forums as a means of learning from others and contributing to the overall success of our industry,” added Rostworowski.

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. As of January 2017, ACI serves 623 members operating 1,940 airports in 176 countries.

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. For information on this year’s ASQ Forums, or to register, visit the ASQ Forum webpage.

4. Download the PDF version of this Media Release.

Media contact
Sabrina Guerrieri
Manager, Communications
ACI World
Telephone: +1 514 373 1223
Anita Berthier
Manager, External Relations and Special Events 
ACI World 
Telephone: +1 514 373 1254 
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