World’s top airports for Customer Experience revealed
Time-tested and first-time winners recognized from every region across the globe
Results based on ACI World’s globally-established Airport Service Quality programme
Montreal, 6 March 2019 – Airports Council International (ACI) World has today revealed the winners of its world-renowned Airport Service Quality Awards which recognize those airports around the world that deliver the best customer experience in the opinion of their own passengers.
Kempegowda International Airport, Bangalore, India, has won the first ever ASQ Arrivals Award, based on the new Arrivals Survey – it is the first airport in the world to win both a Departures and an Arrivals award.
Perennial winners from around the world include Indianapolis International Airport, Beijing Capital International Airport, Singapore Changi Airport, and Toronto Pearson, Aeroporto di Roma-Fiumicino, Mumbai’s Chhatrapati Shivaji International Airport, Delhi’s, Indira Gandhi International Airport, Shanghai Pudong International Airport, and Sheremetyevo International Airport.
This year, a number of airports have won their first ASQ Award, including Aeropuerto Internacional Ramón Villeda Morales in Honduras, as well as Dublin, Oslo, Helsinki, Southampton, Bristol, and London City airports. Spain’s Aeropuerto de Almería, Aeropuerto de Girona, Aeropuerto de Melilla, Aeropuerto de Zaragoza, and Aeropuerto de Alicante-Elche are also first time winners. Fort McMurray Airport in Canada and Muscat Airport in Oman are also newcomers to the ASQ Awards fraternity, while several top-performing previous winners have again featured prominently.
In the new “Best Infrastructure and Facilitation” category, no fewer than seven Indonesian and eight Chinese airports are recognized in their size category.
“The Airport Service Quality Awards celebrate the achievements of airports in delivering the best customer experience and they represent the highest possible accolade for airport operators around the world,” said ACI World Director General Angela Gittens.
“In both the traditional and new categories, these airports have responded to the evolving needs of passengers to deliver higher levels of service and an award-winning performance.
“Airports have recognized that delivering a better customer experience is an important business tool in an increasingly competitive industry. ACI’s ASQ is the only globally-established programme that provides objective measurement and benchmarking for airports to help drive their performance.”
The winning airports will come together at the ASQ Awards Ceremony which will be held during the second ACI Customer Experience Global Summit, taking place in Bali, Indonesia in September.
The Airport Service Quality (ASQ) programme is the world’s leading airport passenger service and benchmarking programme. The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. Three quarters of the world’s 100 busiest airports are part of the ASQ programme which means that, in 2018, more than half of the world’s 8.3 billion travellers passed through an ASQ airport.
A range of new award categories, recognizing excellence in segments of the customer experience announced earlier this year, have produced a diverse group of winners, illustrating the commitment to the customer experience of airports around the world.
ASQ DEPARTURES AWARDS
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NEW AWARD CATEGORIES
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ASQ ARRIVALS AWARD
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Notes for editors
- 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.
- 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. ASQ delivers 640,000 individual surveys per year in 47 languages across 91 countries.
- Read more about the latest changes to the award categories.
- See photos from last year’s prestigious ASQ Awards ceremony held in Halifax, Nova Scotia, Canada.
- Download a French version of this release.
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