ACI World’s globally recognized Airport Service Quality (ASQ) program provides ACI member airports with tools and expertise to measure and improve passenger satisfaction, business performance, and airport service quality.

We equip airports with a unique suite of customer experience solutions, including comprehensive customer and employee surveys, benchmarking tools, and advisory services to promote airport excellence worldwide.

ACI Customer Experience Value Proposition
Expertise in airport customer experience intelligence through passengers and employee surveys as well as benchmarking.
Robust and distinctive data collection methodology that attests to the quality of our solutions and the credibility of our services.
Best practices and customer experience tools such as passenger segmentation (personas) and journey mapping.
Advisory services to airport management in the development of strategies and practices to enhance the customer experience.
First and only customer experience accreditation in airport industry.
Shot by Marek Metslaid

Why Focus on Customer Experience?

Customer experience is vital to successful airport operations. A robust customer experience plan enhances passenger satisfaction, increases revenue, and ensures airports are equipped to meet evolving customer needs and expectations.

Voice of the Customer

ASQ Departures, Arrivals, and Commercial Surveys provide airports worldwide with unique insight into customer experience.

Rome, Italy - june 3, 2020: First passengers after Covid 19 pandemic lockdown in Rome Fiumicino Airport. Line of people waiting for boarding in airport keeping one meter social distance.
Image

Voice of the Employee

Employee Survey for Customer Experience helps airports understand and measure employee motivations, engagement, and commitment.

Advisory Services

ACI's customer experience team offers a suite of advisory services, including customized market research, onsite assessments, and strategic planning.

Hong Kong - December 2, 2016 : Departure lounge at Hong Kong International Airport (Hong Kong)
Panoramic view of Athens International Airport - Eleftherios Venizelos and air Traffic Control Tower (TWR) in Spata. Attica - Greece

Accreditation

The Airport Customer Experience Accreditation program builds airports' long-term capacity to enhance customer experience management.

4 Types of Awards and Recognition

ASQ
Awards

The annual ASQ Awards recognize airport excellence in customer experience worldwide.

The Voice of the
Customer Recognition

The Voice of the Customer Recognition is awarded to airports that have demonstrated significant efforts in gathering passenger feedback.

ACI Director General’s
Roll of Excellence

The Roll of Excellence recognizes airports that have consistently delivered excellence in customer service over five years.

Airport Customer
Experience Accreditation

The Accreditation recognizes airports dedication to improving customer experience.

Airport Customer Experience Training

ACI World offers various courses and programs to enhance customer experience at your airport.

Customer Experience Programs

Airport Customer Experience Designations

The Airport Customer Experience Professional Designations (ACED) are an integral part to develop staff involved in the ASQ Airport Customer Experience Accreditation program, and to ensure they are proficient and qualified to lead the implementation of a customer experience strategy.

Customer Experience Courses

Customer Experience Webinars

Webinars
ASQ 2022 Global Traveller Survey: Business Strategies to Address New Customer Expectations: Airport Opportunities from Sustainability Approaches to Technology (Part 2)

Nov 24, 2022

Watch Now

Webinars
ASQ 2022 Global Traveller Survey: Customer Experience in a Post-Pandemic World (Part 1)

Nov 9, 2022

Watch Now

Webinars
CEOs perspective on the ASQ 2021 Global Traveller Survey

Mar 23, 2022

Watch Now

ACI Insights

by Arison Rajasingam
May 01, 2018
ACI’s Airport Service Quality (ASQ) programme is now in its 12th year. As airport membership... Read more
by Joanna Kufedjian
Feb 01, 2018
Customer experience has become a catch-phrase over the last few years, in every industry from... Read more
by Valérie St-James
Jul 01, 2017
For airports to get the most out of their investments to improve the passenger experience,... Read more