Press Releases

Airports Council International launched the ASQ Arrivals Survey

Montréal, 17 July 2017– Airports Council International (ACI) has launched the Airport Service Quality (ASQ) Arrivals Survey to help airports measure, benchmark and promote customer service excellence.  

The ASQ programme has been designed for airports that seek to measure their own passenger service performance, monitor it over time and in conjunction with facility and service changes and to benchmark it against other comparable airports. As an add-on to the existing ASQ programme that focuses on the experience of departing passengers, the ASQ Arrivals Survey provides participating airports with the full picture needed to enhance service levels everywhere in the airport.

The ASQ Arrivals Survey delivers valuable insights on:

  • disembarkation;
  • immigration;
  • baggage reclaim;
  • customs;
  • infrastructure and services; and,
  • passenger profiles.

Like the ASQ Departures Survey, the ASQ Arrivals Survey gives airports the tools they need to improve their passenger service initiatives and the flexibility to adapt the programme through optional services like additional sample plans, increased sample sizes, benchmark and to add extra questions.

“The ASQ Arrivals Survey is for any airport—current ASQ Members or those just beginning their journey toward customer service excellence—that wishes to learn how to improve its passengers’ arrivals experience from the only source that really matters: the passengers themselves,” said Angela Gittens, Director General, ACI World. “The ASQ Arrivals Survey is collected on tablet devices on the day of travel, capturing the traveler’s perspective quickly and conveniently while the experience is fresh in their minds.”

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 Organization. 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 ASQ programme   is the only worldwide programme to survey departing and arriving passengers at the airport on their day of travel. Every year, ASQ delivers some 600,000 individual surveys in 42 languages in 85 countries. It measures passengers’ views of 34 key performance indicators, including airport access, check-in, security screening, cleanliness of restrooms, stores, restaurants and wayfinding. 

3.  Learn more about the ASQ Arrivals Survey.

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   
– ENDS –