Press Releases

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


ACI ASQ Forum participants in Detroit, MI, USA on 3 October 2017


Montréal, 4 October 2017 – Delegates from over 45 airports and civil aviation authorities stemming from 9 countries have gathered in Detroit, MI, USA, for the final Airport Service Quality (ASQ) Forum of 2017. The event, generously hosted by Wayne County Airport Authority, is taking place from 2–4 October 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.

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 results to effectively and efficiently drive 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 Detroit include: developing the ultimate customer experience by connecting with airport employees and the community; optimizing customer service through ASQ products and services; and, introducing the new ASQ Employee Survey for Customer Experience and ASQ Arrivals Survey  .

The Forum also presents case study presentations from ASQ Members including:

  • Los Angeles World Airport
  • Hartfield–Jackson Atlanta International Airport
  • Dallas/Fort Worth International Airport
  • Toronto Pearson International Airport; 
  • Halifax International Airport Authority; and,
  • Pittsburgh International Airport.

And, on 3 October, delegates had the opportunity to hear from Keynote Brian Shapiro, President of Shapiro Communications, on the topic of “The exceptionally human airport experience.”

“It’s a privilege to host our colleagues—representing four continents—for the ASQ Forum,” said Joseph Nardone, CEO, Wayne County Airport Authority. “This is an opportunity to share our region with airport professionals from as far away as Ethiopia and Japan, while highlighting our commitment to delivering the highest quality service to our customers.”

“ACI is grateful to the Wayne County Airport Authority for hosting the event,” said Angela Gittens, Director General, ACI World. “I would also like to congratulate them on Detroit Metropolitan Airport’s induction into the ACI Director General’s Roll of Excellence this year. The achievement recognizes and celebrates those airports that have been ranked in the top five airports by size or region for five of the last six years in the ASQ Survey. Wayne County Airport Authority’s ability to meet and exceed passenger expectation year after year makes them a fitting host for our last ASQ Forum of the year, dedicated to ‘Cultivating a customer experience airport community.’ And the airport holds a special place in my heart since I went to the University of Michigan so many years ago.”

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. View pictures from the ASQ Forum Detroit.

5. 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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