Press Releases

ACI World Airport Service Quality barometer provides global snapshot of airport progress in customer satisfaction

Montreal, 29 October 2018 – Overall global passenger satisfaction with airport service quality increased in Q3 of 2018, according to the latest findings of the Airports Council International (ACI) World Airport Service Quality (ASQ) barometer.

The quarterly barometer reports, based on objective measurements derived from the ASQ Departures survey, enable airports around the world to gain invaluable insights to inform their approach to the increasingly competitive and crucial area of customer experience.

In Q3 2018, overall passenger satisfaction on a global level, increased to 4.21 from 4.17 year on year and has remained stable since the beginning of 2018. This reflects the importance placed on customer experience and satisfaction by airports around the world.

All category scores, such as access, check-in, wayfinding, security, passport/ID control, airport facilities and airport environment have showed improvement, with the highest increase in satisfaction belonging to the “airports facilities” category.

This category is devoted to the availability and quality of services, including food and beverage and retail options, including the passenger sentiment of how they rated the value for money of these services, available to passengers travelling through an airport.

“As competition in the airport industry grows, continuous service improvement is key for business performance and airports are clearly making the customer experience a high priority,” said Angela Gittens, Director General, ACI World. “Airports are taking a leading role in improving passenger experience as passengers are demanding higher levels of service and regulators pay closer attention to airport service provision and delivery.

“ACI’s ASQ programme is the globally established benchmarking programme measuring passengers’ satisfaction while they are travelling through an airport. It provides a detailed view of the passenger experience through the complete airport journey showing the top airport performers to serve as role models for the whole industry.”

See the full Q3 2018 ASQ Barometer infographic.

Notes for editors

  1. The barometer provides aggregate current ASQ data – based on objective measurements derived from the ASQ Departures survey, on a five point scale, and the most relevant key performance indicators and categories for customers, including airport access, security, passport control and airport facilities.
  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 Organisation. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring the 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. Learn more about the ACI ASQ Programme which includes a full suite of customer experience solutions, including the ACI employee survey for customer experience and the ASQ arrival surveys, and the new ASQ Commercial Survey
  4. ASQ Departures programme is the only worldwide programme to survey passengers at the airport on their day of travel. It measures passengers’ views of 34 key performance indicators, including airport access, check-in, security screening, restrooms, stores, restaurants, additionally capturing passenger comments of their best and worst experience at the airport. Each airport uses the same methodology, creating an industry database that allows airports to benchmark with other airports around the world.
  5. In March 2018, ACI World announced the 2017 ASQ Award winners, showcasing the best airports in the world for customer experience.

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