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

ASQ awards and accreditation represent the highest customer experience accolade

Bali, 4 September 2019 – Airports Council International (ACI) World today celebrated the commitment of airports to customer experience excellence at its annual Airport Service Quality (ASQ) Awards ceremony and gala.

The awards ceremony was held during the Gala dinner of the second annual ACI Customer Experience Global Summit, this year taking place in Bali, Indonesia and hosted by PT Angkasa Pura I (Persero).

“The ASQ Awards represent the highest possible customer experience accolade for airport operators around the world,” said ACI World Director General Angela Gittens. “In an increasingly competitive environment, these airports have recognized that delivering stellar customer experience is an important business tool.

“Tonight, amongst global peers, we celebrate the commitment of airports worldwide to meeting and exceeding the evolving needs of customers under one airport community.”

ACI’s The Airport Service Quality (ASQ) customer experience group provides airports with a 360-degree view of customer experience management with a unique suite of solutions. ACI helps close to 400 airports worldwide to manage and deliver the best experience for their customers, based on a proven expertise in airport operations, marketing research and customer experience management and delivery.

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

The Gala dinner also featured the inaugural ACI Airport Customer Experience Accreditation ceremony which recognized the first class of airports accredited in the recently launched ACI Airport Customer Experience Accreditation programme. The programme is the first and only customer experience accreditation in the aviation industry and provides member airports with a complete view of airport customer experience management. This multilevel certification guides airports to excellence in customer experience management.

“The key to providing and maintaining airport customer experience excellence is continual learning and improvement,” said Angela Gittens. “The goal of Airport Customer Experience Accreditation programme is not to simply complete each level, it is to evolve, excel and learn throughout the journey.”

As of July 2019, the accredited airports are:

  • Chhatrapati Shivaji Maharaj International Airport (Mumbai, India)
  • Incheon International Airport (Incheon, South Korea)
  • Pattimura Airport (Maluku, Indonesia)
  • Sultan Aji Muhammad Sulaiman International Airport (Balikpapan, Indonesia)
  • I Gusti Ngurah Rai Airport (Denpasar, Indonesia)
  • El Tari Airport (Kupang, Indonesia)
  • Lombok International Airport (Lombok, Indonesia)
  • Sam Ratulangi Airport (Manado, Indonesia)
  • Adi Soemarmo Airport (Surakarta, Indonesia)
  • Ahmad Yani Airport (Semarang, Indonesia)
  • Juanda Airport (Surabaya, Indonesia)
  • Sultan Hasanuddin Airport (Makassar, Indonesia)
  • Kraków Airport (Krakow, Poland)
  • Venice Marco Polo Airport (Venice, Italy)
  • Vienna Airport (Vienna, Austria)
  • Halifax Stanfield International Airport (Halifax, Canada)
  • John F. Kennedy International Airport (New York, United States)
  • Newark Liberty International Airport (Newark, United States)
  • LaGuardia Airport (New York, United States)
  • San Francisco International Airport (San Francisco, United States).

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. More information on the second annual ACI Customer Experience Global Summit.
  3. More information on the ACI’s Airport Service Quality programme.
  4. More information on ACI’s Airport Customer Experience Accreditation programme.

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