World’s top performing airports celebrated at ACI Airport Service Quality Awards ceremony

Halifax, 12 September 2018 – The airport industry’s commitment to the customer experience was celebrated today as Airports Council International (ACI) held its annual Airport Service Quality Awards ceremony.

The awards ceremony was held during the inaugural ACI Customer Excellence Global Summit, in Halifax, Canada, an appropriate setting for recognising the top performers in customer service according to the passengers themselves. The ASQ programme is the world-renowned and only globally-established benchmarking programme measuring passengers’ satisfaction while they are travelling through an airport.

“The ASQ Awards ceremony celebrates our industry’s commitment to delivering exceptional customer service to passenger service”, said Angela Gittens, Director General of ACI World. “The awards ceremony and the Global Summit are special opportunities for the airport community to network, exchange best practices and celebrate the devotion to our customers. I congratulate all the winners for their accomplishment and for serving as role models in pursuing customer service excellence.”

The awards honour the achievements of airports in 2017 and include 15 first-time winner airports. These results confirm that competition is now a fixed feature of the industry, and that airports, regardless of their size, operate in an increasingly commercial and competitive business environment encouraging them to make the passenger experience a top priority.

Best Airport by Region (over 2 million passengers per year)

Africa

First place: Casablanca (CMN)

Second place: Mauritius (MRU)

Third place: Durban (DUR)

Asia-Pacific

First place (tie): Delhi (DEL); Mumbai (BOM)

Second place (tie): Beijing (PEK); Denpasar (DPS); Haikou (HAK); Shanghai Pudong (PVG)

Third place: Sanya (SYX)

Europe

First place: Sochi (AER)

Second place (tie): Malta (MLA); Moscow Sheremetyevo (SVO); Porto (OPO)

Third place (tie): Rome Fiumicino (FCO); Zurich (ZRH)

Middle East

First place: Abu Dhabi (AUH)

Second place (tie): Amman (AMM); Medina (MED)

Third place: Dubai (DXB)

North America

First place (tie): Indianapolis (IND); Jacksonville (JAX)

Second place (tie): El Paso (ELP); Ottawa (YOW); Toronto Billy Bishop (YTZ)

Third place (tie): Austin (AUS); Columbus (CMH); Dallas Love Field (DAL); Halifax (YHZ); Pittsburgh (PIT); San Antonio (SAT); San Jose (SJC); Tampa (TPA); Edmonton (YEG)

Latin America-Caribbean

First place: Guayaquil (GYE)

Second place: Los Cabos (SJD)

Third place (tie): Nassau (NAS); Punta Cana (PUJ)

 

Best Airport by Size

2–5 million passengers per year

First place: Lucknow (LKO)

Second place: Guayaquil (GYE)

Third place: Bandung (BDO)

5–15 million passengers per year

First place: Hyderabad (HYD)

Second place (tie): Balikpapan (BPN); Hohhot (HET)

Third place: Cochin (COK); Kolkata (CCU); Pune (PNQ)

15–25 million passengers per year

First place (tie): Denpasar (DPS); Haikou (HAK); Sanya (SYX)

Second place: Bangalore (BLR)

Third place (tie): Chennai (MAA); Surabaya (SUB)

25–40 million passengers per year

First place: Chongqing (CKG)

Second place: Seoul Gimpo (GMP)

Third place: Tokyo Narita (NRT)

Over 40 million passengers per year

First place (tie): Delhi (DEL); Mumbai (BOM)

Second place (tie): Beijing (PEK); Shanghai Pudong (PVG)

Third place: Taipei Taoyuan (TPE)

 

Best Airport by Region (under 2 million passengers per year)

Africa: George (GRJ)

Europe: Murcia (MJV)

North America: Portland Maine (PWM)

Latin America-Caribbean: Mazatlan (MZT)

Asia-Pacific: Indore (IDR)

 

Best Airport by Size and Region

Asia-Pacific

2–5 million passengers per year: Lucknow (LKO)

5–15 million passengers per year: Hyderabad (HYD)

15–25 million passengers per year: Denpasar (DPS)

25–40 million passengers per year: Chongqing (CKG)

Over 40 million passengers per year: Mumbai (BOM)

Europe

2–5 million passengers per year: Newcastle (NCL)

5–15 million passengers per year: Sochi (AER)

15–25 million passengers per year: Athens (ATH)

25–40 million passengers per year: Moscow Sheremetyevo (SVO)

Over 40 million passengers per year: Rome Fiumicino (FCO)

Latin America-Caribbean

2–5 million passengers per year: Guayaquil (GYE)

5–15 million passengers per year: Punta Cana (PUJ)

Middle East

5–15 million passengers per year: Medina (MED)

North America

2–5 million passengers per year: Ottawa (YOW)

5–15 million passengers per year: Indianapolis (IND)

15–25 million passengers per year: Tampa (TPA)

25–40 million passengers per year: Minneapolis (MSP)

Over 40 million passengers per year: Toronto Pearson (YYZ)

 

Most Improved Airport by Region

Africa: Nairobi (NBO)

Asia-Pacific: Ahmedabad (AMD)

Europe: Zagreb (ZAG)

Latin America-Caribbean: Belo Horizonte (CNF)

Middle East: Dubai (DXB)

North America: Cleveland (CLE)

 

Notes for editors

Learn more about the ASQ programme.

Credibility and integrity of the data collected are a top priority for the ASQ programme. As part of the ASQ Departures survey and all other ASQ programmes, an integrated quality control process is in place to constantly monitor compliance with the rules  during the data collection process and validate the reliability of the ASQ scores.

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 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 2018, ACI serves 641 members operating 1953 airports in 176 countries.

Media contacts:

Hicham Ayoun
Manager, Communications
ACI World
Telephone: +1 514 373 1223
Email:   mediarelations@aci.aero

Anita Berthier
Manager, External Relations and Special Events
ACI World
Telephone: +1 514 373 1254
Email:    mediarelations@aci.aero