Airport Service Quality Roll of Excellence inductees for 2019 revealed

Airports consistently delivering exceptional customer experience recognized

Montreal, 12 June 2019 – Airports Council International (ACI) World has today revealed this year’s inductees into its elite Director General’s Roll of Excellence.

This year’s inductees are:

  • Changchun Longjia International Airport (Changchun, China), and
  • Hohhot Baita International Airport (Hohhot, China).

ACI’s Airport Service Quality (ASQ) programme is the only worldwide service quality measurement and benchmarking service that captures passengers’ impressions and opinions while still at the airport and the Director General’s Roll of Excellence recognizes consistent high performers.

“In an increasingly competitive industry, airports acutely recognize the importance of delivering exceptional customer experience and have taken pains to learn what matters most to the passengers they serve,” ACI World Director General Angela Gittens said.

“I congratulate Changchun Longjia International Airport and Hohhot Baita International Airport on their outstanding achievement. I hope they will continue to raise the bar for airport service quality excellence and work with ACI to share best practices within the industry.”

ACI announced an evolution of the ASQ Awards programme earlier this year which included a new scoring system, new category definitions of the existing awards, and  new awards. Determining the winning airports is now based on percentages and airports in the top 20th percentile are recognized.

The Director General’s  Roll of Excellence will continue to recognize airports that have consistently delivered excellence in customer service by winning multiple ASQ awards over a five-year period.

The 2019 Director General’s Airport Service Quality Roll of Excellence induction ceremony will take place at the ACI Customer Excellence Global Summit in Bali, Indonesia.

The ACI Airport Service Quality Departures Survey measures passengers’ appraisal of 34 key performance indicators on the day they travel, allowing airports to get an accurate picture of traveller sentiment.

ASQ has been designed for airports of all sizes seeking to measure their passenger service performance and to benchmark it against other similarly sized airports with the overarching objective of offering more effective and efficient ways to serve the flying public.

The ACI Director General’s Roll of Excellence was established in 2011 to provide additional recognition to those airports which have consistently delivered excellent services.

Since 2011, 50 airports have been inducted onto the Roll of Excellence.

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 information about the ASQ programme and the Director General’s Roll of Excellence.

Media contacts

Bojana Jeremic
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