Airport leaders unite in China to reimagine customer experience

The premier global event dedicated to airport experience begins; ASQ Awards Ceremony to spotlight best airports

Guangzhou, China, 10 September 2025 – Global airport and aviation leaders convene in Guangzhou, China, for the opening of the ACI World Airport Experience Summit 2025, the premier global event dedicated to airport experience.

Held from 8–11 September and hosted by Guangzhou Baiyun International Airport, this year’s Summit is themed “Reimagining a People Experience.” The event highlights how airports are embracing AI, biometrics, immersive technologies, and human-centered design to deliver seamless, inclusive, and memorable journeys, while fostering engaging workplaces for employees.

As the world’s fastest-growing aviation market, China provides a powerful setting. The total number of passengers at Chinese airports is projected to exceed 3 billion by 2042—more than double the 2024 figure—and to nearly reach 3.9 billion by 2053.

Program highlights

Opening plenary

• Welcome addresses by:
  • Guangzhou Baiyun International Airport Chairman and CEO Wang Xiaoyong
  • ACI World Governing Board Chair Candace McGraw
  • ACI World Director General Justin Erbacci
  • China Civil Airports Association (CCAA) Chairwoman Wang Ruiping
  • Guangzhou City Mayor Sun Zhiyang
  • Civil Aviation Administration of China (CAAC) Deputy Administrator Liang Nan

Keynote – Welcoming the world: The future of hospitality in the airport universe

• Plaza Premium Group Founder & CEO Song Hoi See
• A forward-looking perspective on how airports are evolving into destinations blending retail, entertainment, and personalized service

Airport CEO panel – The power of people

• Leaders from Aeroporti di Roma, Korn Ferry, and Krakow Airport
• Discussion on how reimagining the passenger and employee experience can drive performance and culture

Cross-industry innovation

• Perspectives from retail, healthcare, technology, and event production
• Lessons on redefining customer experience and actionable insights for the airport environment

Celebrating the world’s best airports for customer experience

A key highlight of the Summit is the ASQ Awards Ceremony on 10 September 2025. Held by ACI World and Amadeus, the event will spotlight the world’s top airports for customer experience—based on nearly 700,000 real passenger surveys collected through the Airport Service Quality (ASQ) program.

The ASQ Awards are based on the aviation industry’s most comprehensive and trusted global measurement program for airport experience. This unique program gathers real-time feedback from travellers through live surveys at airports worldwide. Its rigorous methodology ensures accurate representation of a diverse range of passenger experiences, making it the only survey that enables fair airport comparisons.

This year, 95 airports across 181 awards were given, with ten inducted into the prestigious Director General’s Roll of Excellence for a decade of outstanding service.

View the full list of
2024 ASQ Award winners and ACI World Director General’s Roll of Excellence inductees

Industry leaders speak

ACI World Director General Justin Erbacci said: “The ACI World Airport Experience Summit is where bold ideas begin to move the world. This is where we turn terminals into stories, technology into meaningful connections, and sustainability into everyday action. The future of the airport experience starts here, with imagination and intent. We are deeply grateful to Guangzhou Baiyun International Airport for so generously hosting this year’s Summit. And to our ASQ Award winners—they set the standard, showing the world what it means to put people at the heart of every airport journey.”

Guangzhou Baiyun International Airport Co., Ltd. Chairman Wang Xiaoyong said: “Guangzhou has long been at the forefront of Chinese aviation. As a hub of reform and openness, Guangzhou’s role as an aviation gateway has continued to grow. Supported by robust economic growth, passenger traffic at Baiyun Airport has risen rapidly. Our airport not only reflects China’s civil aviation but also actively participates in and witnesses the transformation of the global aviation industry.”

“In recent years, Baiyun has been a pioneer in applying AI, putting into practice ‘Embracing AI, Creating New Experiences’ through end-to-end optimization from check-in to boarding. We believe that by combining technological innovation with human-centered care, and by deepening regional coordination and global cooperation, our industry can indeed shape a brighter future. We extend a warm invitation to global partners to join us in charting a new chapter of high-quality aviation development.”

About ACI 

Airports Council International (ACI), the trade association of the world’s airports, is a federated organization comprising ACI World, ACI Africa, ACI Asia-Pacific and Middle East, ACI EUROPE, ACI Latin America and the Caribbean and ACI North America. 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 2025, ACI serves 830 members, operating 2,181 airports in 170 countries.

About Guangzhou Baiyun International Airport

Guangzhou Baiyun International Airport is a major international aviation hub under China’s Belt and Road Initiative and Air Silk Road, and a core gateway of the Guangdong–Hong Kong–Macao Greater Bay Area.

Currently, it operates two terminals and four runways, with 271 aircraft stands. With the upcoming opening of Terminal 3, Baiyun will expand into a mega-hub with three terminals and five runways.

• As of August 2025, more than 80 airlines operate scheduled services, connecting nearly 100 international and regional destinations.
• The network provides a 4-hour flight circle covering China and Southeast Asia, and a 12-hour flight circle reaching major global cities.
• According to ACI data, in 2024 Baiyun ranked 10th in the world for aircraft movements (512,004, up 12.3% year-on-year) and 9th globally for cargo throughput (2.3737 million tonnes, up 16.9%).

As a comprehensive international gateway hub, Baiyun Airport powers the rapid flow of passengers, cargo, capital, technology, information, commerce, and talent. The combined effect of city and airport amplifies Guangzhou’s role as an open global metropolis. Baiyun Airport has become both a convergence point for high-value resources and a launchpad for innovative industries worldwide.

Editor notes

1. Learn more about ACI World Airport Experience Summit.
2. Learn more about ACI’s ASQ Award and recognitions.