Press Releases

ACI reveals full year global barometer results of airport passenger satisfaction

Montreal, 14 February 2019 – Overall global passenger satisfaction with airport service quality increased during 2018, according to the latest findings of the Airports Council International (ACI) World Airport Service Quality (ASQ) barometer .

Airline check-in and passport/ID control processes generated the highest levels of satisfaction in 2018, while airport facilities are the points of contact that have improved the most. Value for money of restaurants and shopping facilities is the main challenge for airports.

In 2018, overall passenger satisfaction on a global level, increased to 4.21 from 4.19 year on year. This reflects the importance placed on customer experience and satisfaction by airports around the world.

“Airports are placing ever-increasing importance on improving the passenger experience as passengers are demanding higher levels of service and regulators pay close attention to airport service delivery,” said Angela Gittens, Director General, ACI World.

“The ACI ASQ programme is the world’s leading airport passenger service and benchmarking programme measuring passengers’ satisfaction while they are travelling through an airport. Through the ASQ barometer, we have seen continuous improvement in all categories related to the departure experience, demonstrating that airports are committed to delivering a high-quality passenger experience.

“Over 380 airports across 91 countries participate in the ASQ Departures survey which provides the research tools and management information to help airports better understand passengers’ views and what they value in an airport’s products and services. At our second ACI Customer Experience Global Summit 2019, which will take place in Bali, Indonesia, we will explore and celebrate best practice by leading airports in all of these categories.”

The quarterly barometer reports, based on objective measurements derived from the ASQ Departures survey, enable airports around the world to gain valuable insights to excel in the crucial arena of customer experience, increasingly a competitive driver.

All category scores, such as access, check-in, wayfinding, security, passport/ID control, airport facilities and airport environment have shown improvement, with the greatest improvement in satisfaction belonging to the “airports facilities” category, climbing from 3.90 in 2017 to 3.94 in 2018. This category refers to the availability and quality of services, including washrooms, internet access,  food and beverage outlets and retail options.

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 2019, ACI serves 646 members, operating 1,960 airports in 176 countries.
  2. 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.
  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, 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 2019, ACI World will announce the 2018 ASQ Award winners, showcasing the best airports in the world for customer experience. Read about the latest changes to the awards.

Media contacts

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

Sabrina Guerrieri
Manager, Communications
ACI World
Telephone: +1 514 373 1200