Press Releases

ACI World announces recipients of The Voice of the Customer initiative

Recognition for airports that prioritized listening to customers during the pandemic

Montreal, 10 February 2022 – Airports Council International (ACI) World has today announced the recipients of The Voice of the Customer, a recognition that celebrates airports that have continued to prioritize listening and adapting to customers during the pandemic.  

This year, over 200 airports have been recognized around the world. For a second year running, the delivery of The Voice of the Customer recognition is sponsored by Amadeus.

To qualify, an airport member must have collected three or more quarters of data through the Airport Service Quality (ASQ) program. The recognition is separate from the world-renowned ASQ Awards, whose winners will be announced in March.

“The pandemic has caused substantial changes in human behaviour and provoked a whole new set of expectations affecting how products and services should be experienced—from a prioritization of health to increased digitalization such as contactless touchpoints,” said ACI World Director General Luis Felipe de Oliveira. “The Voice of the Customer highlights the ongoing commitment of airports to understanding the evolving expectations of the end user, the travelling public, in these challenging times.

“ACI research has revealed that passenger satisfaction directly impacts an airport’s non-aeronautical revenue, an area that will play an increasingly important role in the recovery of the airport business. The ASQ program, the world’s leading airport customer experience measurement and benchmarking program, plays a central role in helping airports maintain and strengthen their competitive advantage and contribute to their sustained long-term recovery.”

Elena Avila, EVP Airport IT & Airline Operations, Amadeus said: “Airports are having to respond to completely new passenger priorities in today’s complex environment such as social distancing, hygiene and health, in addition to the traditional passenger requirements for a smooth travel experience. Amadeus fully supports ACI’s Voice of the Customer initiative, which prioritizes the needs of the most important airport stakeholder: the passenger.

“Likewise, at Amadeus we’re actively listening to our airport customers and helping them address many of their challenges by applying new technologies such as cloud, biometrics and touchless at every step in the passenger’s airport experience, as well as supporting closer airline and airport collaboration at the terminal.”

Last November, ACI release the second edition of the ASQ Global Traveller Survey. The report offers both a global perspective as well as regional insights into the traveller sentiment. The guidance provides regional dashboards highlighting some of the key specificities that should be taken into consideration when designing a customer experience strategic plan for a specific airport. 

In addition, the ACI Airport Health Accreditation program assists airports by assessing how aligned their health measures are with global standards—helping to build and maintain passenger confidence.  

Notes for editors

1. Learn about the ASQ program, the world’s leading airport customer experience measurement and benchmarking program. ASQ delivers 640,000 individual surveys per year in 47 languages across 91 countries.

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 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 2022, ACI serves 717 members, operating 1950 airports in 185 countries.

3. 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 has been recognized by the Dow Jones Sustainability Index for the last eight years.

To find out more about Amadeus, visit

Media contacts

Adam Zampini
Director, Communications and Marketing
ACI World
Telephone: +1 514 373 1254

Jennifer Fernandez
Corporate Communications
Telephone: +34 699 854 493