Montreal, 5 February 2016 – Preparations are in full swing for the 2015 Airport Service Quality (ASQ) Awards Ceremony, to be on 19 April 2016 in Gold Coast, Australia during the 11th Airports Council International (ACI) Asia-Pacific Regional Assembly, Conference and Exhibition. The world’s premier passenger service benchmarking programme for airports, ASQ, delivered over 550,000 in-depth passenger surveys at over 300 airports across more than 80 countries worldwide last year. The 2015 results represent the world’s best in class airports where improving the customer experience is concerned—as appraised by passengers while they are traveling and the experience is fresh in their minds.
Given the growth of the ASQ programme, the 2015 results have been expanded to include a new category (Best Airport by Size and Region) and a more robust winners’ lists (several airports have tied in their respective categories). Furthermore, new Top Airports by Region lists are now available on the ASQ website. These enhancements highlight the high proportion of worldwide airports—both large and small, from developing and developed countries—that are focusing on customer service as a means of fostering traveler loyalty in a highly competitive operating environment.
“Airports’ increasing concentration on ensuring a stellar passenger experience is part of a larger trend,” noted Angela Gittens, Director General, ACI World. “Airports have evolved into complex, customer-focused businesses in their own right that in many cases are in competition for passenger traffic. From duty free and restaurants, to ambience, cleanliness, courtesy of staff, amenities, efficiency and more, air travelers are expecting big things from the airports through which they travel. We are looking forward to welcoming our 2015 winners to Gold Coast as we celebrate the good work they are doing on behalf of the world’s passengers 24 hours a day, 365 days a year.”
The top airports for passenger service in 2015, as chosen by the world’s travelers, are:
Best Airport by Region (over 2 million passengers per year)
First place: Mauritius
Second place (tie): Cape Town; Durban
Third place: Johannesburg
First place (tie): Seoul Incheon; Singapore
Second place (tie): Beijing; Mumbai; New Delhi; Sanya Phoenix; Shanghai Pudong
Third place (tie): Guangzhou Baiyun; Taiwan Taoyuan; Tianjin Binhai
First place (tie): Moscow Sheremetyevo; Pulkovo; Sochi
Second place (tie): Dublin; Malta; Prague; Zurich
Third place (tie): Copenhagen; Keflavik; London Heathrow; Porto; Vienna
First place: Amman
Second place (tie): Abu Dhabi; Doha
Third place (tie): Dammam; Dubai; Tel Aviv
First place: Indianapolis
Second place (tie): Dallas Love Field; Grand Rapids; Jacksonville; Ottawa; Tampa
Third place (tie): Austin; Detroit; Sacramento; San Antonio; Toronto Billy Bishop
First place: Guayaquil
Second place: Quito
Third place (tie): Monterrey; Punta Cana
Best Airport by Size
2–5 million passengers per year
First place: Jaipur
Second place: Lucknow
Third place: Guayaquil
5–15 million passengers per year
First place: Sanya Phoenix
Second place: Tianjin Binhai
Third place: Hyderabad
15–25 million passengers per year
First place: Seoul Gimpo
Second place: Wuhan
Third place: Denpasar
25–40 million passengers per year
First place (tie): Mumbai; New Delhi
Second place: Taiwan Taoyuan
Third place: Shanghai Hongqiao
Over 40 million passengers per year
First place (tie): Seoul Incheon; Singapore
Second place (tie): Beijing; Shanghai Pudong
Third place: Guangzhou Baiyun
Best Airport by Region (under 2 million passengers per year)
North America: Portland
Latin America-Caribbean: Culiacan
Best Airport by Size and Region (new category)
2–5 million passengers per year: Jaipur
5–15 million passengers per year: Sanya Phoenix
15–25 million passengers per year: Seoul Gimpo
25–40 million passengers per year: New Delhi
Over 40 million passengers per year: Seoul Incheon
2–5 million passengers per year: Sochi
5–15 million passengers per year: Pulkovo
15–25 million passengers per year: Dublin
25–40 million passengers per year: Moscow Sheremetyevo
Over 40 million passengers per year: London Heathrow
2–5 million passengers per year: Grand Rapids
5–15 million passengers per year: Indianapolis
Most Improved Airport
Latin America-Caribbean: Kingston
Middle East: Dammam
North America: Saskatoon
Notes for editors
1. 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 Organisation. 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.
2. The ASQ Survey covers 34 key service areas and includes 8 major categories such as access, check-in, security, airport facilities, food and beverage, retail and more. All participating airports use the same survey questions, creating an industry standard set of responses that allows participants to track and analyze their performance, as well as benchmark results against airports across the globe. All participating airports can view the ASQ survey results of all other participating airports on a confidential basis.
Benchmarking allows participants to compare their airport’s performance against industry best practices. Through the use of key performance indicators, participants see where their airport under—and over—performs; where improvements are required; and where investment is most likely to deliver the biggest return.
Benchmarking offers a broad range of benefits, allowing participants to:
- get an independent perspective on performance;
- identify areas of opportunity;
- understand passengers’ needs, priorities and expectations;
- prioritize improvement opportunities;
- set and monitor performance expectations; and
- manage change effectively.
For more information on ASQ, please visit http://www.aci.aero/Airport-Service-Quality/ASQ-Home. To view details of the 2015 ASQ results, please visit http://www.aci.aero/Airport-Service-Quality/ASQ-Awards/Current-Winners.
3. The awards ceremony for the 2015 ASQ top performers will take place at the 2016 ACI Asia-Pacific Regional Assembly in Gold Coast, Australia.
4. The Best Airport by Size and Region category is only applicable to size categories that contain a minimum five qualifying airports. ASQ has statistically validated the winners to ensure accuracy; as such, a tie indicates that no statistical difference has been found between the scores of two or more airports.
5. To download a PDF version of this media release, please click here.
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