Client Testimonials ASQ Award winners 2017

Africa

Mohammed V International Airport

CMN
Airport Code:
CMN
Region:
Africa
Country:
Morocco
Size:
5 - 15 Mpax

« C'est avec beaucoup de plaisir et de fierté que nous accueillons cette bonne nouvelle. Cette distinction est le fruit de l'importance que nous accordons à la satisfaction de nos passagers. Les voyageurs qui choisissent Casablanca comme point de départ ou d'arrivée souhaitent vivre une expérience plaisante et mémorable et c'est ce que nous nous efforçons, chaque jour davantage, de leur offrir. Nous veillons également à rendre l’aéroport un véritable lieu de vie et d’envies, dont les passagers sont la raison d’être. Cet état d’esprit « centré client » imprègne toutes nos actions au quotidien : de la rénovation des infrastructures pour fluidifier le parcours des passagers, à la modernisation des équipements et mobiliers pour améliorer le confort et faciliter l’orientation, en passant par le réaménagement d’espaces conviviaux de shopping et de divertissements pour grands et petits. Nous souhaitons rester dans ce peloton régional non seulement pour l’aéroport de Casablanca mais également y intégrer d’autres aéroports marocains inscrits dans le programme ASQS ».

M. Zouhair Mohammed El Aoufir, Directeur Général de L’Office National Des Aéroports.

Asia - Pacific

Mumbai Chatrapati Shivaji Intl Airport

BOM
Airport Code:
BOM
Region:
Asia - Pacific
Country:
India
Size:
25 - 40 Mpax

“We are delighted to be conferred with ACI ASQ Awards 2017.It is a testimony to the quality service provided during 2017 to over forty six million travellers by the thirty thousand odd airport community members comprising the CISF, Customs, Immigration teams, airline staff, F&B and retail teams, the housekeeping and maintenance units, and our employees who work at the airport with a mission to constantly raise the bar and create new benchmarks day after day.

Going forward, we will continue to strive harder and innovate through technology enabled services to delight our travellers”

Chairman Dr. GVK Reddy


Denpasar Bali Airport

DPS
Airport Code:
DPS
Region:
Asia - Pacific
Country:
Indonesia
Size:
15 - 25 Mpax

First of all, we are feeling grateful and very proud of this achievement.

This results demonstrate of all our hard work for supporting all stakeholder at the airports.

We never stop to innovate and continue to improve for airport service and development.

The improvement that we have done following the passenger profile and understanding.

One of our motto is “complaints are free consultant”. We do analyzing ourselves the ASQ result coming from ACI for preparation and future program development.

We do strongly believe to continue achieving airport service quality through Bali Airport – I Gusti Ngurah Rai International (DPS), Surabaya Airport – Juanda International (SUB), and Balikpapan Airport – SAMS Sepinggan International (BPN) and to make all PT Angkasa Pura I’s airports become one of the best world class.


Shanghai Pu Dong Airport

PVG
Airport Code:
PVG
Region:
Asia - Pacific
Country:
China
Size:
> 40 Mpax

In 2017, committed to meeting customer needs, driven by the idea of safe, convenient, and people-oriented service, determined to provide sincere services, Shanghai Pudong International Airport (PVG) improves its system of service management, enhances the quality of service, and strives to deliver extraordinary experience of airport service to its passengers via lean management methods and continuous improvement.

By initiating 10 major service moves and providing people-oriented care with innovative technology and enhanced service quality, PVG aims to build itself into A Warm Airport. For example, PVG builds a Green Passage for Life by integrating resources from airlines, hospitals, and joint inspections; PVG delivers one-stop advisory services by concentrating tourist service centers in its Arrival Area; PVG makes process more efficient and convenient by launching system for customs and taxation, automatic infrared temperature detection for inspection and quarantine and smart gate for border check; PVG cuts taxi waiting time by enabling self-management of taxi stands and utilizing technology. All the above have received wide recognition from the public.

According to Airport Service Quality (ASQ) Survey in 2017, PVG has been awarded the below ASQ Awards: 2nd place tie Best Airport in Asia-Pacific (over 2 million passengers per year) and 2nd place tie Best Airport by Size (over 40 million passengers per year). This honor is a recognition of our work by a vast number of passengers and also an incentive call for us to sail again. We appreciate the excellent performance of airport staff, suppliers and cooperative partners.

Looking forward, China’s aviation industry has evolved from big in size to strong in performance while its service level is marching from excellent at home to top in the world. While PVG grows from good to extraordinary examples in the industry, the journey ahead remains long with important responsibilities. We will firmly seize development opportunities, take ownership, keep innovative, inspire passion and dedication, deliver top-level services, thus building Shanghai Pudong International Airport (PVG) into a leading-quality word-class aviation hub, an excellent example in operation for super-large airports, as well as an airport company with strongest value-creating capability. In a broader sense, PVG strives to reach world-class in more areas, making contribution to the economic development in Shanghai and facilitating China to become a stronghold in aviation industry.

Europe

Sochi International Airport

Airport Code:
AER
Region:
Europe
Country:
Russian Federation
Size:
2 - 5 Mpax

Sochi International Airport is one of the largest Russian air hubs. Moreover, it is ranked among the county’s five leading airports by the number of passengers served. Based on the past experience in 2017, Sochi International Airport achieved successful results. Thus, for the first time in history, about 5.7 million passengers have been served since the beginning of the year, which is 8% more comparing to 2016. The airport has also become the “air gates” of the major global events, such as the Russian Grand Prix, the World Festival of Youth and Students, the Military World Games, the World Investment Forum, the 2017 FIFA Confederations Cup and many others.

Leonid Sergeev, CEO Basel Aero:

In 2017, we made it our mission to develop the innovative technologies along with improvement of the service quality. Some projects such as self-service check-in, self-boarding gate, efficient scanning of boarding passes are already implemented. In addition, Service Blue Printing and the “PS partner” are some of the large-scale projects in improving the service quality. These initiatives involve the development of behavior and communication standards for employees when interfacing with passengers as well as training sessions on skills development, designed in terms of client expectations and the desired level of service. This year the airport will continue to work on improving the professional skills, applying the best international practices. Such practices combine security, growth in passenger traffic with a welcoming atmosphere.


Athens Eleftherios Venizelos Intl. Airport

ATH
Airport Code:
ATH
Region:
Europe
Country:
Greece
Size:
5 - 15 Mpax

On behalf of the Athens International Airport, Ioanna Papadopoulou, Director, Communications & Marketing stressed: “In the rapidly evolving environment of aviation, receiving the ACI-ASQ Award is a great honour for our airport. This remarkable distinction acknowledges our firm commitment to constantly improve the travelling process and the airport experience. Athens International Airport pledges to continue sensing the trends and responding to our passengers’ requirements and expectations”


Malta International Airport

MLA
Airport Code:
MLA
Region:
Europe
Country:
Malta
Size:
2 - 5 Mpax

“This is a most fitting reward for a team that puts a lot of effort into delivering an excellent service and finding new ways to enhance the passenger experience. Whilst we certainly worked hard for this accolade, the excellent result obtained exceeded our expectations, especially considering the added challenges construction works falling under our Terminal Reconfiguration Project presented throughout 2017. I would like to thank the MIA team and our stakeholders for overcoming these challenges through teamwork and a lot of dedication,” said Malta International Airport CEO Alan Borg.

Latin America & Caribbean

Los Cabos International Airport

SJD
Airport Code:
SJD
Region:
Latin America & Caribbean
Country:
Mexico
Size:
2 - 5 Mpax

Los Cabos International Airport as part of Grupo Aeroportuario Del Pacífico, is committed to care about our customers more than ever. Step by step SJD team follows strategies to improve passenger’s experiences.

Participating in ASQ is one of our best challenges at this moment. This is one more way to listen to our customers, know what they think about our service, the quality of what we offer, how they feel about being in the airport; and what they consider we need to change or improve.

ASQ feedback has helped us identify some of the main issues we have as an airport, there were some details not being consider before but truly mean something for our customers.

SJD team is focused now on giving a delightful experience to passengers inside and outside the building. This year we introduce music to our immigration area, sounds of water, waves, whales, the ocean, sounds connected to Los Cabos destination, we are giving customer service training to all collaborates in SJD. Also changing the atmosphere introducing artistic attractions as a surprise.

Thank you ASQ for helping us satisfy our customers, they are the reason to provide great service, they are the chance of being unforgettable.

Middle East

Prince Mohammad bin Abdulaziz Intl Airport

MED
Airport Code:
MED
Region:
Middle East
Country:
Saudi Arabia
Size:
5 - 15 Mpax

We are delighted to have been named as the Best Airport by Size and Region: Middle East (5–15 mppa.) and 2nd place tie for Best Airport in Middle East (over 2 mppa.) by Airport Council International (ACI).

This award is one among many that strengthens Madinah Airport’s global standing as a world-class and top ranking airport. This accomplishment would not have been possible without the support, dedication and hard-work of our employees, along with all our strategic partners, who contribute to making Madinah Airport the success that it is. We are dedicated to providing a safe, swift and comfortable travel experience to all our passengers and make them feel welcome.

Eng. Sofiene Abdessalem, Managing Director - Tibah Airports Operation Co. said;

"We are proud to receive the ASQ award that ranks Madinah Airport's customer experience among some of the best airports in the world. It's an important acknowledgement of the commitment of all our employees and strategic partners, and it is one that we should be proud of and must continue to live up to. We are pleased with this recognition."

The ASQ program by ACI World has always been a fundamental tool in providing us with crucial feedback on how to improve our services. We are proud and pleased to receive this award given solely upon passengers' feedback.

North America

Cleveland Hopkins International Airport

CLE
Airport Code:
CLE
Region:
North America
Country:
United States of America
Size:
5 - 15 Mpax

The 2017 ACI-ASQ results are a reflection of the great team approach at Cleveland Hopkins International Airport (CLE) to surprise and delight our guests during their travels through the airport. The team has taken a strategic focus on enhancing the passenger experience with key enhancements, including: starting a Landside Operations team with specific attention to minimizing guest anxiety by assisting them with the logistics of travel; adding a Mother’s Room; displaying Checkpoint wait times on airport monitors and online; parking availability updates online; bottle filling stations; a Ground Transportation Center which includes complimentary wheelchair service for impaired guests to the Ticketing level; and new and improved food and beverage options.


Dallas Love Field Airport

DAL
Airport Code:
DAL
Region:
North America
Country:
United States of America
Size:
15 - 25 Mpax

Dallas Love Field is committed to providing our travelers with the best experience. It is our mission to provide a safe, efficient and user-friendly airport system by being responsive to customer and community concerns while continuously improving services to both commercial and general aviation operators. We are honored to be named ACI’s 2017 ASQ 3rd Best Airport in North America.


Halifax Stanfield International Airport

YHZ
Airport Code:
YHZ
Region:
North America
Country:
Canada
Size:
2 - 5 Mpax

“Everyone across the airport community at Halifax Stanfield should be very proud of this achievement,” says Joyce Carter, Halifax International Airport Authority (HIAA) President & CEO. “This is a true testament of our commitment to our unique approach to the customer experience – The Stanfield Way. Recognition of this kind is the best, as it’s from our passengers.”

What makes this award so special for Halifax Stanfield is that it will be presented at the Gala Dinner & ASQ Awards Ceremony during the ACI Customer Excellence Global Summit in Halifax this September. ACI World selected HIAA to host this inaugural event and Halifax Stanfield views it as a perfect fit given its past and continued success in ASQ on the international stage.

“It will be such an honour to accept our award in Halifax, while hosting the Global Summit at our new Halifax Convention Centre and showcasing our airport, city and province to airport officials from the best airports around the globe,” says Carter.


Indianapolis Airport

IND
Airport Code:
IND
Region:
North America
Country:
United States of America
Size:
5 - 15 Mpax

“This is more than another award; it’s a demonstration of relentless year-over-year dedication to customer satisfaction,” said Indianapolis Airport Authority Executive Director Mario Rodriguez today upon learning the Indianapolis International Airport (IND) has been named Best Airport in North America – again.


Columbus Intl Airport

CMH
Airport Code:
CMH
Region:
North America
Country:
United States of America
Size:
5 - 15 Mpax

We’re thrilled to receive another ASQ Award for John Glenn Columbus International Airport. In 2017, we remained committed to the customer experience and continued our focus of offering amenities for airport guests and travelers. Some of our most popular amenities include:

  • Private nursing rooms for mothers and their babies throughout the airport, which opened in April 2017
  • Complimentary, high-speed Wi-Fi
  • More than 2,000 charging outlets
  • Rotating art exhibits throughout the airport
  • Melodies in Motion performances featuring Columbus-based musicians
  • Special assistance tours and workshops for individuals with autism and flight anxiety
  • Post-security pet relief areas for service animals

We look forward to implementing additional customer-focused amenities in the future and thank all of our passengers and Airports Council International for making this award possible!


Minneapolis International Airport

MSP
Airport Code:
MSP
Region:
North America
Country:
United States of America
Size:
25 - 40 Mpax

“This is the second consecutive year Minneapolis-St. Paul International has been named Best Airport in North America in its size category based on traveler feedback, and we couldn’t be more thrilled. Our vision is ‘providing your best airport experience,’ and receipt of this coveted award validates our efforts and those of our partners in the MSP Airport community. Employees from a wide swath of the MSP Airport community – the Metropolitan Airports Commission, airlines, airline contractors, concessionaires, TSA, FAA, CBP, the Airport Foundation MSP and dozens of other organizations – made this top ranking possible, and I want to thank them for their continued commitment to service excellence.”

Brian Ryks, Executive Director and CEO, Metropolitan Airports Commission