Press Releases

ACI World announces the programme of the inaugural ASQ Customer Excellence Global Summit Summit including the annual ASQ Awards ceremony

Montreal, 30 May 2018– Airports Council International (ACI) World has today announced the first ever ACI Customer Excellence Global Summit in partnership with Halifax Stanfield International Airport, which will be held between 10-13 September 2018 in Halifax, Nova Scotia, Canada.

The Summit will follow the theme “delivering the best experience”, comprised of three main elements, an international Airport Service Quality (ASQ) forum, a Customer Excellence Global Summit, and the annual prestigious ASQ Awards ceremony.

The international ASQ forum taking place on 11 September will be predominantly dedicated to current ASQ participants, while the ACI Customer Excellence Global Summit taking place on 12-13 September will be open to the wider ACI airport membership.

The ASQ Awards ceremony – to be held in the evening of 12 September – recognizes and rewards the best airports in customer experience across the world based on the ACI ASQ Departures Programme survey. This represents the highest possible accolade for airport operators because it comes from the passengers that experience the airport.

Airports are complex businesses which offer a wide range of products and services to the billions of passengers that travel through the airport every year. In this fast-changing industry landscape, ACI provides research tools and management information to better understand passengers’ views and what they want.

“Airports recognize the importance of improving customer experience as passengers demand higher levels of service and regulators pay closer attention to airport service delivery,” said Angela Gittens, Director General of ACI World. “Our inaugural global Summit will explore best practice and celebrate the top airport performers which serve as role models for the whole industry. I am delighted that ACI is partnering with Halifax Stanfield International Airport for this event, a consistent ASQ Award winner over the years, for the first conference of its kind.”

“Halifax Stanfield is truly honoured to serve as the host for this significant industry event, particularly given our past and continued success in ASQ on the international stage,” said Joyce Carter, President and CEO of Halifax International Airport Authority (HIAA). “It presents the opportunity to showcase our province, city, airport and new convention centre to officials from the top airports around the globe. Work is well underway by both ACI and HIAA to make the inaugural Summit a truly unique and memorable experience.”

The complete agenda includes two full days of interactive expert panel discussions on the latest industry trends, relevant practices and educational sessions, sponsor exhibits, and networking opportunities. It will feature over a dozen sessions that will explore ways to deliver the best experience to customers. The speaker programme will focus on how collaboration, technology and creativity can be used to improve the customer experience of tomorrow, with talks on subjects including return on experience, human to human relationship, passenger experience technology, smart investment and more.

There will also be a full day of ASQ programme training available for members on 10 September.

Notes for editors

1. Registration is only available to a maximum of two employees of airport operators only. Those interested in attending can register to secure their place. 

2. 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 2018, ACI serves 641 members operating 1953 airports in 176 countries. 

3. Download the PDF version of this media release.

Media contacts:

Hicham Ayoun
Manager, Communications
ACI World
Telephone: +1 514 373 1223

Anita Berthier
Manager, External Relations and Special Events
ACI World
Telephone: +1 514 373 1254