Press Releases

ACI and Amadeus celebrate the world’s best airports as recovery continues

Airport Service Quality awards recognize airports that put customers first

Meeting changing customer need and expectation is more important than ever

Montreal, 28 October 2020 – Airports Council International (ACI) World and strategic partner Amadeus have today celebrated this year’s Airports Service Quality award winners which represent the world’s best airports for customer experience.

ACI’s ASQ awards recognize and reward the best airports in the world – in the opinion of their customers – and provide an opportunity to celebrate the commitment of airports worldwide to continuously improving the passenger experience at a time when this has never been more important.

As airports around the world continue to navigate the COVID-19 pandemic and plan for a sustained recovery, meeting the changing needs of customers and reassuring them that the customer experience has been tailored to their expectations will be crucial. The ASQ suite of solutions provides a trusted method of responding to passengers’ changing needs through a 360-degree view of customer experience management.

“As the aviation industry continues its recovery from the COVID-19 pandemic, it is important that we celebrate those airports that best listen to passengers and tailor customer experience to meet their needs,” ACI World Director General Luis Felipe de Oliveira said. “The ASQ awards reflect the commitment of airports to improve the passenger experience and represent the highest possible customer experience accolade for airport operators around the world. In delivering this year’s awards, we are grateful to our partner Amadeus for their support in helping to celebrate airports that are prioritizing the travel experience for passengers at a time when the voice of the passenger has never been more important. We also continue the evolution of the ASQ awards themselves with health and hygiene questions added added to the next round of awards to be announced next year.”

Bruno Spada, Executive Vice President Airport IT at Amadeus, commented: “The drive by airports to increasingly put the passenger at the center of everything they do is timely and fitting. At Amadeus, passengers are at the center of our business too, they inspire us to create solutions that enable airports to be more flexible, agile and adaptable. Thus, we’re extremely proud to join ACI in recognizing airports’ work and efforts in setting new standards in passenger experience. We are fully committed to support airports to adapt quickly and dynamically to market changes and to deliver the best possible services for passengers. Delivering safe, stress-free and contactless airport processes is vital to getting the world traveling again, and these awards will help to showcase some of the best examples in the industry. We’re part of the industry’s collective effort to rebuild itself, stronger and more resilient than ever.”

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.


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As a result of the pandemic, passengers are demanding new experiences, services and processes that emphasize health and hygiene and airports are adapting their infrastructure, adopting new technology, and streamlining their processes to best match these needs. ASQ is the only globally established programme that provides objective measurement and benchmarking for airports to help drive their performance.

Notes for editors

1. 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.

2. More information about the 2020 ASQ Awards.

3. 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, customer-centric and environmentally sustainable. As of January 2020, ACI serves 668 members, operating 1979 airports in 176 countries.

4. Travel powers progress. Amadeus powers travel. Amadeus’ solutions connect travellers to the journeys they want through travel agents, search engines, tour operators, airlines, airports, hotels, cars and railways.

We have developed our technology in partnership with the travel industry for over 30 years. We combine a deep understanding of how people travel with the ability to design and deliver the most complex, trusted, critical systems our customers need. We help connect over 1.6 billion people a year to local travel providers in over 190 countries.

We are one company, with a global mindset and a local presence wherever our customers need us.

Our purpose is to shape the future of travel. We are passionate in our pursuit of better technology that makes better journeys.

Amadeus is an IBEX 35 company, listed on the Spanish Stock Exchange under AMS.MC. The company is also part of the EuroStoxx50 and has been recognized by the Dow Jones Sustainability Index for the last eight years.

To find out more about Amadeus, visit

Media contacts

Anita Berthier
Director, Communications
ACI World
Telephone: +1 514 373 1254

Jennifer Fernandez
Corporate Communications
Telephone: +34 699 854 493