Press Releases

Second Airport Service Quality Forum of 2017 dedicated to “Cultivating a customer experience airport community


ACI ASQ Forum participants in Prague, Czech Republic, on 14 September 2017

Montréal, 15 September 2017 – Over 110 delegates from 58 airports and civil aviation authorities, stemming from 35 countries have gathered in Prague, Czech Republic, for the second Airport Service Quality (ASQ) Forum of 2017. The event, generously hosted by Vaclav Havel Airport Prague (PRG) and sponsored by Lagardere Travel Retail, is taking place from 13­–15 September 2017.

Under the umbrella of “Cultivating a customer experience airport community,” the 2017 ASQ Forum 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.

“Airports have learned that to gain this continuous service improvement,” said Angela Gittens, Director General, ACI World, “the entire airport community must be engaged. Customer service excellence is generated by all staff, from every company and agency in contact with the passenger customer, and from those behind the scenes setting the policies, procedures and the physical and digital environment for the interactions to occur. The 2017 ASQ Forum content helps airports ensure that staff have the tools required to offer the best possible service to their customers.”  

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 the ASQ 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.

Key session topics of the ASQ Forum Prague include: developing the ultimate customer experience by connecting with airport employees and the community; understanding arriving passengers and their expectations through the new ASQ Arrivals Survey; optimizing customer service through ASQ products and services; and, introducing the new ASQ Employee Survey for Customer Experience and ASQ Arrivals Survey  . Delegates also had the opportunity to hear from Keynote Rohit Talwar, Chief Executive Office of Fast Future, who spoke on the topic of “service in the age of continuous disruption.”

To top this off, the ASQ team offered a complimentary full-day training session before the start of the Forum, and presentations during the Forum covered the ASQ Sample Plan Management Tool; ASQ Reporting Portal; fieldwork dos and don’ts; practical guidance on data collection; audits and held an interactive team exercise workshop.

“ACI would like to thank PRG for hosting the event,” Gittens concluded. “I would also like to congratulate them on their 80th Anniversary and their recently released long-term strategy to accelerate their infrastructure development to accommodate future passenger traffic growth and to meet and exceed customer service excellence through the ASQ programme.”

The third ASQ Forum of 2017 is set to take place in Detroit, Michigan, from 2–4 October.

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 passengers at the airport on their day of travel. Every year, the Programme 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 and restaurants.

3. 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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