World’s top airports for Customer Experience revealed

Time-tested and first-time winners recognized from every region across the globe

Results based on ACI World’s globally-established Airport Service Quality programme

Montreal, 6 March 2019 – Airports Council International (ACI) World has today revealed the winners of its world-renowned Airport Service Quality Awards which recognize those airports around the world that deliver the best customer experience in the opinion of their own passengers.

Kempegowda International Airport, Bangalore, India, has won the first ever ASQ Arrivals Award, based on the new Arrivals Survey – it is the first airport in the world to win both a Departures and an Arrivals award.

Perennial winners from around the world include Indianapolis International Airport, Beijing Capital International Airport, Singapore Changi Airport, and Toronto Pearson,  Aeroporto di Roma-Fiumicino, Mumbai’s Chhatrapati Shivaji International Airport, Delhi’s, Indira Gandhi International Airport, Shanghai Pudong International Airport, and Sheremetyevo International Airport.

This year, a number of airports have won their first ASQ Award, including Aeropuerto Internacional Ramón Villeda Morales in Honduras, as well as Dublin, Oslo, Helsinki, Southampton, Bristol, and London City airports. Spain’s Aeropuerto de Almería, Aeropuerto de Girona, Aeropuerto de Melilla, Aeropuerto de Zaragoza, and Aeropuerto de Alicante-Elche are also first time winners. Fort McMurray Airport in Canada and Muscat Airport in Oman are also newcomers to the ASQ Awards fraternity, while several top-performing previous winners have again featured prominently.

In the new “Best Infrastructure and Facilitation” category, no fewer than seven Indonesian and eight Chinese airports are recognized in their size category.

“The Airport Service Quality Awards celebrate the achievements of airports in delivering the best customer experience and they represent the highest possible accolade for airport operators around the world,” said ACI World Director General Angela Gittens.

“In both the traditional and new categories, these airports have responded to the evolving needs of passengers to deliver higher levels of service and an award-winning performance.

“Airports have recognized that delivering a better customer experience is an important business tool in an increasingly competitive industry. ACI’s ASQ is the only globally-established programme that provides objective measurement and benchmarking for airports to help drive their performance.”

The winning airports will come together at the ASQ Awards Ceremony which will be held during the second ACI Customer Experience Global Summit, taking place in Bali, Indonesia in September.

The Airport Service Quality (ASQ) programme is the world’s leading airport passenger service and benchmarking programme. The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. Three quarters of the world’s 100 busiest airports are part of the ASQ programme which means that, in 2018, more than half of the world’s 8.3 billion travellers passed through an ASQ airport.

A range of new award categories, recognizing excellence in segments of the customer experience announced earlier this year, have produced a diverse group of winners, illustrating the commitment to the customer experience of airports around the world.

ASQ DEPARTURES AWARDS

Award CategoryAirport NameCity and Country
Best Airport by Size and Region
AFRICA
Under 2 million passengersKimberley National AirportKimberley, South Africa
Port Elizabeth National AirportPort Elizabeth, South Africa
Upington International AirportUpington, South Africa
5 – 15 million passengersKing Shaka International AirportDurban, South Africa
Mohammed V International AirportCasablanca, Morocco
ASIA-PACIFIC
Under 2 million passengersDepati Amir AirportPangkal Pinang City, Indonesia
Sultan Thaha AirportJambi, Indonesia
2 – 5 million passengersBiju Patnaik International AirportBhubaneswar, India
Chandigarh AirportChandigarh, India
Devi Ahilyabai Holkar AirportIndore, India
SM Badaruddin II AirportPalembang, Indonesia
SS Kasim II AirportPekanbaru, Indonesia
Yichang Sanxia AirportYichang, China
5 – 15 million passengersChangchun Longjia International AirportChangchun, China
Cochin International AirportCochin, India
Hohhot Baita International AirportHohhot, China
Nanchang Changbei International AirportNanchang, China
Sepinggan International AirportBalikpapan, Indonesia
15 – 25 million passengersHaikou Meilan International AirportHaikou, China
Sanya Fenghua International AirportSanya, China
Tianjin Binhai International AirportTianjin, China
25 – 40 million passengersChongqing Jiangbei International AirportChongqing, China
Kempegowda International AirportBangalore, India
Over 40 million passengersChhatrapati Shivaji International AirportMumbai, India
Indira Gandhi International AirportDelhi, India
Shanghai Pudong International AirportShanghai Pu Dong, China
Singapore Changi AirportSingapore, Singapore
EUROPE
Under 2 million passengersAeropuerto de AlmeriaAlmeria, Spain
Aeropuerto de Girona – Costa BravaGerona, Spain
Aeropuerto de MelillaMelilla, Spain
Aeropuerto de ZaragozaZaragoza, Spain
Skopje International AirportSkopje, Macedonia
2 – 5 million passengersLondon City AirportLondon, UK
Southampton International AirportSouthampton, UK
Tallinn AirportTallinn, Estonia
Zagreb AirportZagreb, Croatia
5 – 15 million passengersAeropuerto de Alicante-ElcheAlicante, Spain
Bergen AirportBergen, Norway
Bristol AirportBristol, UK
JSK International Airport SochiSochi, Russia
Keflavik International AirportKeflavik, Iceland
Malta International AirportLuqa, Malta
Newcastle International Airport LtdNewcastle, UK
Porto Francisco sa Carneiro AirportPorto, Portugal
15 – 25 million passengersAthens International AirportAthens, Greece
Helsinki Vantaa AirportHelsinki, Finland
Prague AirportPrague, Czech Republic
25 – 40 million passengersDublin AirportDublin, Ireland
Flughafen ZurichZurich, Switzerland
Oslo-Gardemoen AirportOslo, Norway
Over 40 million passengersAeroporto di Roma-FiumicinoRome, Italy
Sheremetyevo International AirportMoscow, Russia
LATIN AMERICA-CARIBBEAN
Under 2 million passengersAeropuerto Internacional Ramón Villeda MoralesSan Pedro Sula, Honduras
Airport International Daniel Oduber QuirosLiberia, Costa Rica
2 – 5 million passengersAeropuerto Internacional de los CabosLos Cabos, Mexico
Aeropuerto Internacional Jose Joaquin OlmedoGuayaquil, Ecuador
5 – 15 million passengersAeropuerto Internacional Punta CanaPunta Cana, Dominican Republic
Tancredo Neves-Confins International AirportBelo Horizonte, Brazil
MIDDLE EAST
5 – 15 million passengersQueen Alia International AirportAmman, Jordan
NORTH AMERICA
Under 2 million passengersFort McMurray International AirportFort McMurray, Canada
Portland International JetportPortland, United States
2 – 5 million passengersEl Paso International AirportEl Paso, United States
Ottawa International AirportOttawa, Canada
5 – 15 million passengersIndianapolis International AirportIndianapolis, United States
Jacksonville International AirportJacksonville, United States
San Antonio International AirportSan Antonio, United States
15 – 25 million passengersDallas Love Field AirportDallas, United States
25 – 40 million passengersDetroit Metropolitan Wayne County AirportDetroit, United States
Minneapolis/St Paul International AirportMinneapolis, United States
Over 40 million passengersDallas Fort Worth International AirportDallas, United States
Toronto Pearson International AirportToronto, Canada
Most Improved
AFRICAFélix-Houphouët-Boigny International AirportAbidjan, Côte d’Ivoire
ASIA-PACIFICSilangit International AirportSiborong-Borong, Indonesia
EUROPEBergen AirportBergen, Norway
LATIN AMERICA-CARIBBEANJuan Santamaria International AirportSan Jose, Costa Rica
MIDDLE EASTMuscat International AirportMuscat, Oman
NORTH AMERICAToronto Pearson International AirportToronto, Canada

NEW AWARD CATEGORIES

Award CategoryAirport NameCity and Country
Best Environment and Ambience by Size
Under 2 million passengersDepati Amir AirportPangkal Pinang City, Indonesia
RH Fisabilillah AirportBintan, Indonesia
Silangit AirportTapanuli, Indonesia
Sultan Thaha AirportJambi, Indonesia
2 – 5 million passengersChandigarh AirportChandigarh, India
SM Badaruddin II AirportPalembang, Indonesia
SS Kasim II AirportPekanbaru, Indonesia
Yichang Sanxia AirportYichang, China
5 – 15 million passengersAhmedabad International AirportAhmedabad, India
Changchun Longjia International AirportChangchun, China
Hohhot Baita International AirportHohhot, China
Nanchang Changbei International AirportNanchang, China
Sepinggan International AirportBalikpapan, Indonesia
15 – 25 million passengersHaikou Meilan International AirportHaikou, China
Tianjin Binhai International AirportTianjin, China
25 – 40 million passengersChongqing Jiangbei International AirportChongqing, China
Gimpo International AirportGimpo, South Korea
Over 40 million passengersBeijing Capital International AirportBeijing, China
Singapore Changi AirportSingapore, Singapore
Best Customer Service by Size
Under 2 million passengersDepati Amir AirportPangkal Pinang City, Indonesia
Portland International JetportPortland, United States
Silangit AirportSiborong-Borong, Indonesia
Sultan Thaha AirportJambi, Indonesia
2 – 5 million passengersDevi Ahilyabai Holkar AirportIndore, India
SM Badaruddin II AirportPalembang, Indonesia
SS Kasim II AirportPekanbaru, Indonesia
Yichang Sanxia AirportYichang, China
5 – 15 million passengersAhmedabad International AirportAhmedabad, India
Changchun Longjia International AirportChangchun, China
Hohhot Baita International AirportHohhot, China
Nanchang Changbei International AirportNanchang, China
Sepinggan International AirportBalikpapan, Indonesia
15 – 25 million passengersSanya Fenghua International AirportSanya, China
Tianjin Binhai International AirportTianjin, China
25 – 40 million passengersChongqing Jiangbei International AirportChongqing, China
Gimpo International AirportGimpo, South Korea
Over 40 million passengersBeijing Capital International AirportBeijing, China
Singapore Changi AirportSingapore, Singapore
Best Infrastructure and Facilitation by Size
Under 2 million passengersDepati Amir AirportPangkal Pinang City, Indonesia
RH Fisabilillah AirportBintan, Indonesia
Silangit AirportSiborong-Borong, Indonesia
Sultan Thaha AirportJambi, Indonesia
2 – 5 million passengersDevi Ahilyabai Holkar AirportIndore, India
SM Badaruddin II AirportPalembang, Indonesia
SS Kasim II AirportPekanbaru, Indonesia
Yichang Sanxia AirportYichang, China
5 – 15 million passengersAhmedabad International AirportAhmedabad, India
Changchun Longjia International AirportChangchun, China
Hohhot Baita International AirportHohhot, China
Nanchang Changbei International AirportNanchang, China
Sepinggan International AirportBalikpapan, Indonesia
15 – 25 million passengersHaikou Meilan International AirportHaikou, China
Tianjin Binhai International AirportTianjin, China
25 – 40 million passengersChongqing Jiangbei International AirportChongqing, China
Gimpo International AirportGimpo, South Korea
Over 40 million passengersBeijing Capital International AirportBeijing, China
Singapore Changi AirportSingapore, Singapore

ASQ ARRIVALS AWARD

CategoryAirport nameCity and Country
Best Airport Experience in ArrivalsKempegowda International AirportBangalore, India

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 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 2019, ACI serves 646 members, operating 1,960 airports in 176 countries.
  2. Learn more about the ACI ASQ Programme which includes a full suite of customer experience solutions, including the ACI employee survey for customer experience, the ASQ arrival surveys, and the new ASQ Commercial Survey. ASQ delivers 640,000 individual surveys per year in 47 languages across 91 countries.
  3. Read more about the latest changes to the award categories.
  4. See photos from last year’s prestigious  ASQ Awards ceremony held in Halifax, Nova Scotia, Canada.
  5. Download a French version of this release.

Media contacts

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

Sabrina Guerrieri
Manager, Communications
ACI World
Telephone: +1 514 373 1200
Email: mediarelations@aci.aero