ACI reveals world’s best airports for customer experience
Awards recognize the largest number of winning airports ever this year
Results based on ACI World’s industry-leading Airport Service Quality programme
Montreal, 9 March 2020 – Airports Council International (ACI) World has today revealed the winners of its world-renowned Airport Service Quality (ASQ) Awards.
The awards recognize those airports around the world that deliver the best customer experience in the opinion of their own passengers. This year, 140 awards have been won by 84 individual airports which is the largest ever number of recipients.
Consistent winners 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 have this year been joined by first time recipients from all regions.
First time recipients include Kotoka International Airport (Accra, Ghana), Mangalore Airport (Mangalore, India), Supadio Airport (Pontianak, Indonesia), Aalesund Airport (Alesund, Norway), Aeropuerto de El Hierro (Valverde, Spain), Aeropuerto de Melilla (Melilla, Spain), Aeropuerto de San Sebastián (San Sebastián, Spain), Bodo Airport (Bodo, Norway), Izmir Adnan Menderes International Airport (İzmir, Turkey), Copenhagen Airport (Copenhagen, Denmark), Aeropuertos Ecologicos de Galapagos S.A. Ecogal (Galapagos, Ecuador), Capital Region International Airport (Lansing, United States), Stockholm-Bromma Airport (Stockholm, Sweden), and St. John’s International Airport (St. John’s, Canada).
“The Airport Service Quality Awards represent the highest possible recognition for airport operators around the world and recognize excellence in customer experience,” ACI World Director General Angela Gittens said. “The awards this year have been won by a diverse group of winning airports from around the world which illustrates the industry-wide commitment to delivering exceptional customer experience.
“Delivering a better customer experience is an important business strategy in an increasingly competitive airport industry. ACI’s global ASQ programme is the only one that not only recognises excellence but also provides airports with objective measurement and benchmarking to help drive their performance.
“We are pleased to note that the five winning airports in the category of ‘Best airport by size and region (under two million passenger per year in Europe)’, are all first-time winners of an ASQ award.”
The winning airports will come together at the ASQ Awards Ceremony to be held during the third ACI Customer Experience Global Summit, taking place in Krakow, Poland in September.
The Airport Service Quality programme is the world’s leading airport customer experience measurement and benchmarking programme. The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. In 2019, more than half of the world’s 8.8 billion travellers passed through an ASQ airport.
ASQ DEPARTURES AWARDS
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ASQ ARRIVALS AWARD
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The ASQ programme applies a three-level quality funnel process combining remote and on-site auditing to review more than 150 unique check points to ensure ASQ data collection requirements are achieved by all participating airports. The quality check points ensure the benchmarking and findings from the ASQ departure survey remain of the highest quality.
To be eligible for an ASQ Award, an airport must be compliant across all quality checks throughout the year. Any breach of the data collection requirements results in the exclusion from ASQ Awards. Through ACI’s stringent approach to quality, airports can be assured of the validity of the data.
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 2020, ACI serves 668 members, operating 1979 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.
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