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.
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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

List of airports accredited in Customer Experience Accreditation.

ASQ Participating Airports

  • Agadir-Al Massira Airport (AGA)

  • Blaise Diagne International Airport (DKR)

  • Bloemfontein Airport (BFN)

  • Brazzaville Airport (BZV)

  • Cape Town International Airport (CPT)

  • East London Airport (ELS)

  • Entebbe/Kampala Airport (EBB)

  • Felix Houphouet-Boigny Airport (ABJ)

  • Fès–Saïs Airport (FEZ)

  • George Airport (GRJ)

  • Harare International Airport (HRE)

  • Kenneth Kaunda International Airport (LUN)

  • Kimberley Airport (KIM)

  • King Shaka International Airport (DUR)

  • Kotoka International Airport (ACC)

  • Marrakesh Menara Airport (RAK)

  • Mauritius Airport (MRU)

  • Mohammed V International Airport (CMN)

  • Mombasa Moi Intl Airport (MBA)

  • Murtala Mohammed International Airport (LOS)

  • Nairobi Jomo Kenyatta International Airport (NBO)

  • Nnamdi Azikiwe International Airport (ABV)

  • Oliver Reginald Tambo International (JNB)

  • Oujda Angads Airport (OUD)

  • Pointe Noire Airport (PNR)

  • Port Elizabeth Airport (PLZ)

  • Rabat–Salé Airport (RBA)

  • Tangier Ibn Battouta Airport (TNG)

  • Tunis–Carthage International Airport (TUN)

  • Upington Airport (UTN)

  • Victoria Falls Airport (VFA)

  • Achmad Yani International Airport (SRG)

  • Adelaide Airport (ADL)

  • Adisumarmo International Airport (SOC)

  • Ahmedabad Airport (AMD)

  • Auckland International Airport (AKL)

  • Bagdogra Airport (IXB)

  • Balikpapan Airport (BPN)

  • Bangalore International Airport (BLR)

  • Bangkok Suvarnabhumi Airport (BKK)

  • Beijing Capital Intl Airport (PEK)

  • Beijing Daxing International Airport (PKX)

  • Biju Patnaik International Airport (BBI)

  • Blimbingsari Airport (BWX)

  • Cairns International Airport (CNS)

  • Chandigarh International Airport (IXC)

  • Changchun Airport (CGQ)

  • Chengdu Airport (CTU)

  • Chennai International Airport (MAA)

  • Chiang Mai Airport (CNX)

  • Chongqing Jiangbei Intl Airport (CKG)

  • Christchurch International Airport (CHC)

  • Cochin Intl Airport (COK)

  • Coimbatore International Airport (CJB)

  • Darwin Airport (DRW)

  • Delhi Indira Gandhi Intl Airport (DEL)

  • Denpasar Bali Airport (DPS)

  • Depati Amir Airport (PGK)

  • Devi Ahilya Bai Holkar Airport (IDR)

  • Don Mueang International Airport (DMK)

  • Frans Kaisiepo International Airport (BIK)

  • Fuzhou International Airport (FOC)

  • Goa Airport (GOI)

  • Gold Coast Airport (OOL)

  • Guangzhou Baiyun Intl Airport (CAN)

  • Guwahati Airport (GAU)

  • Haikou Airport (HAK)

  • Halim Perdanakusuma International Airport (HLP)

  • Hangzhou Airport (HGH)

  • Harbin Airport (HRB)

  • Hat Yai International Airport (HDY)

  • Hawke’s Bay Airport (NPE)

  • Hobart International Airport (HBA)

  • Hohhot Airport (HET)

  • Hong Kong International Airport (HKG)

  • Husein Sastranegara International Airport (BDO)

  • Hyderabad Rajiv Gandhi Int Airport (HYD)

  • Jacksons Airport (POM)

  • Jaipur Airport (JAI)

  • Jakarta Soekarno-Hatta Airport (CGK)

  • Kobe Airport (UKB)

  • Kolkata Netaji Subhash Chandra Airport (CCU)

  • Kozhikode Airport (CCJ)

  • Kuala Lumpur International Airport (KUL)

  • Kuala Namu Airport (KNO)

  • Kunming Changshui International Airport (KMG)

  • Kupang Airport El Tari (KOE)

  • Lal Bahadur Shastri International Airport (VNS)

  • Langkawi International Airport (LGK)

  • Lok Nayak Jay Prakash Airport (PAT)

  • Lombok Airport Praya (LOP)

  • Lucknow Airport (LKO)

  • Macau Airport (MFM)

  • Mae Fah Luang Chiang Rai International Airport (CEI)

  • Male Airport (MLE)

  • Mangaluru International Airport (IXE)

  • Melbourne Airport (MEL)

  • Minangkabau Airport (PDG)

  • Mumbai Chatrapati Shivaji Intl Airport (BOM)

  • Nanchang Airport (KHN)

  • Nanjing Airport (NKG)

  • Narita International Airport (NRT)

  • Noumea La Tontouta Airport (NOU)

  • Osaka Itami Airport (ITM)

  • Osaka Kansai International Airport (KIX)

  • Palembang Airport (PLM)

  • Papeete Airport (PPT)

  • Pattimura International Airport (AMQ)

  • Pekanbaru Airport (PKU)

  • Perth Airport (PER)

  • Phnom Penh Airport (PNH)

  • Phuket International Airport (HKT)

  • Pune Airport (PNQ)

  • Qingdao International Airport (TAO)

  • Raja Haji Fisabilillah International Airport (TNJ)

  • Sam Ratulangi International Airport (MDC)

  • Sanxia Airport (YIH)

  • Sanya Airport (SYX)

  • Seoul Gimpo International Airport (GMP)

  • Seoul Incheon International Airport (ICN)

  • Shanghai Hongqiao Airport (SHA)

  • Shanghai Pu Dong Airport (PVG)

  • Shenyang Airport (SHE)

  • Shenzhen Airport (SZX)

  • Shijiazhuang Zhengding International Airport (SJW)

  • Siem Reap Airport (REP)

  • Silangit International Airport (DTB)

  • Singapore Changi Airport (SIN)

  • Sri Guru Ram Dass Jee Airport (Amritsar) (ATQ)

  • Srinagar Airport (SXR)

  • Sultan Iskandar Muda International Airport (BTJ)

  • Sultan Thaha Airport (DJB)

  • Supadio International Airport (PNK)

  • Surabaya Airport (SUB)

  • Swami Vivekananda Airport (RPR)

  • Syamsudin Noor International Airport (BDJ)

  • Sydney Kingsford Smith Airport (SYD)

  • Taiwan Taoyuan Int Airport (TPE)

  • Thiruvananthapuram Airport (TRV)

  • Tianjin Airport (TSN)

  • Tiruchirappalli International Airport (TRZ)

  • Townsville Airport (TSV)

  • Ujung Pandang Airport (UPG)

  • Visakhapatnam Airport (VTZ)

  • Wellington Airport (WLG)

  • Wuhan Airport (WUH)

  • Xi’an Xianyang Intl Airport (XIY)

  • Xining Caojiapu Airport (XNN)

  • Yangon International Airport (RGN)

  • Yinchuan Hedong International Airport (INC)

  • Yogyakarta International Airport (YIA)

  • Aberdeen Airport (ABZ)

  • Adnan Menderes Airport (ADB)

  • Aeroporto Da Madeira (FNC)

  • Alesund Airport (AES)

  • Alicante Airport (ALC)

  • Almeria Airport (LEI)

  • Amsterdam Schiphol Airport (AMS)

  • Asturias Airport (OVD)

  • Athens Eleftherios Venizelos Intl. Airport (ATH)

  • Barcelona Airport (BCN)

  • Belgrade Nikola Tesla Airport (BEG)

  • Bergen Airport (BGO)

  • Berlin Schoenefeld Airport (SXF)

  • Berlin Tegel Airport (TXL)

  • Bilbao Airport (BIO)

  • Birmingham Airport (BHX)

  • Bodo Airport (BOO)

  • Bologna Airport (BLQ)

  • Bristol Airport (BRS)

  • Brussels National Airport (BRU)

  • Bucharest Otopeni Airport (OTP)

  • Budapest Ferenc Liszt Intl Airport (BUD)

  • Chania International Airport (CHQ)

  • Copenhagen Airport (CPH)

  • Cork Airport (ORK)

  • Doncaster Sheffield Airport (DSA)

  • Dublin International Airport (DUB)

  • Dusseldorf International Airport (DUS)

  • Edinburgh Airport (EDI)

  • EuroAirport Basel Mulhouse Freiburg (BSL)

  • Faro Airport (FAO)

  • Federico García Lorca Granada – Jaén Airport (GRX)

  • Fuerteventura Airport (FUE)

  • Geneva International Airport (GVA)

  • Girona Airport (GRO)

  • Glasgow International Airport (GLA)

  • Gran Canaria Airport (LPA)

  • Hamburg Fuhlsbuettel Airport (HAM)

  • Helsinki Vantaa Airport (HEL)

  • Ibiza Airport (IBZ)

  • Inverness Airport (INV)

  • Jerez De La Frontera Airport (XRY)

  • Krakow John Paul II Intl Airport (KRK)

  • Krasnoyarsk International Airport (KJA)

  • Kristiansand Airport (KRS)

  • La Coruna Airport (LCG)

  • La Palma Airport (SPC)

  • Lanzarote Airport (ACE)

  • Larnaka International Airport (LCA)

  • Leeds Bradford Airport (LBA)

  • Lisbon Portela Airport (LIS)

  • London City Airport (LCY)

  • London Gatwick Airport (LGW)

  • London Heathrow Airport (LHR)

  • London Luton Airport (LTN)

  • Lyon Saint Exupery Airport (LYS)

  • Madrid Barajas Airport (MAD)

  • Málaga Airport (AGP)

  • Malta International Airport (MLA)

  • Marseille Provence Airport (MRS)

  • Melilla Airport (MLN)

  • Menorca Airport (MAH)

  • Milan Bergamo Airport (BGY)

  • Milan Linate Airport (LIN)

  • Milan Malpensa Airport (MXP)

  • Moscow Domodedovo Airport (DME)

  • Moscow Sheremetyevo Airport (SVO)

  • Munich International Airport (MUC)

  • Naples Capodichino Airport (NAP)

  • Newcastle Airport (NTL)

  • Nice Airport (NCE)

  • Ohrid Airport (OHD)

  • Oslo Airport (OSL)

  • Palma Mallorca Son Sant Joan Airport (PMI)

  • Pamplona Airport (PNA)

  • Paphos International Airport (PFO)

  • Paris Charles de Gaulle Airport (CDG)

  • Paris Orly Airport (ORY)

  • Ponta Delgada Nordela Airport (PDL)

  • Porto Francisco Sá Carneiro Airport (OPO)

  • Prague Airport (PRG)

  • Pristina Airport (PRN)

  • Región de Murcia International Airport (RMU)

  • Reus Airport (REU)

  • Reykjavik Keflavik International Airport (KEF)

  • Riga Intl Airport (RIX)

  • Rome Ciampino Airport (CIA)

  • Rome Fiumicino Airport (FCO)

  • San Sebastian Airport (EAS)

  • Sandefjord Airport (TRF)

  • Santander Airport (SDR)

  • Santiago De Compostela Airport (SCQ)

  • Seville Airport (SVQ)

  • Skopje International Airport (SKP)

  • Sochi International Airport (AER)

  • Southampton Airport (SOU)

  • St Petersburg Pulkovo Airport (LED)

  • Stavanger Airport (SVG)

  • Stockholm Arlanda Airport (ARN)

  • Tallinn Airport (TLL)

  • Tbilisi International Airport (TBS)

  • Tenerife Norte Airport (TFN)

  • Tenerife Sur Airport (TFS)

  • Toulouse–Blagnac Airport (TLS)

  • Tromso Airport (TOS)

  • Trondheim Airport (TRD)

  • Turin Airport (TRN)

  • Valencia Airport (VLC)

  • Valladolid Airport (VLL)

  • Valverde Airport (VDE)

  • Venezia Airport (VCE)

  • Vienna International Airport (VIE)

  • Vigo Airport (VGO)

  • Vilnius Airport (VNO)

  • Vnukovo International Airport (VKO)

  • Warsaw Chopin Airport (WAW)

  • Zagreb International Airport (ZAG)

  • Zaragoza Airport (ZAZ)

  • Zurich Airport (ZRH)

  • Arturo Merino Benítez International Airport (SCL)

  • Aruba Airport (AUA)

  • Astor Piazzolla International Airport (MDQ)

  • Bahia Blanca Airport (BHI)

  • Bahias de Huatulco In Airport (HUX)

  • Barbados Bridgetown Airport (BGI)

  • Cancun International Airport (CUN)

  • Carrasco International Airport (MVD)

  • Carriel Sur International Airport (CCP)

  • Cataratas del Iguazu International Airport (IGR)

  • Cozumel International Airport (CZM)

  • Curacao Hato International Airport (CUR)

  • Diego Aracena International Airport (IQQ)

  • Domingo Faustino Sermiento Airport (UAQ)

  • El Dorado International Airport (BOG)

  • El Palomar Airport (EPA)

  • El Tepual International Airport (PMC)

  • Florianópolis International Airport (FLN)

  • General Enrique Mosconi International Airport (CRD)

  • Gobernador Horacio Guzman International Airport (JUJ)

  • Governor Francisco Gabrielli International Airport (MDZ)

  • Gregorio Luperon Intl Airport (POP)

  • Guadalajara International Airport (GDL)

  • Guayaquil Airport (GYE)

  • Ingeniero Aeronáutico Ambrosio L.V. Taravella International Airport (COR)

  • Islas Malvinas International Airport (ROS)

  • Jorge Newbery Airport (AEP)

  • Juan Manuel Galvez International Airport (RTB)

  • Kingston Norman Manley Intl Airport (KIN)

  • L.F. Wade International Airport (BDA)

  • Liberia International Airport (LIR)

  • Libertador General José de San Martin Airport (PSS)

  • Licenciado Gustavo Díaz Ordaz International Airport (PVR)

  • Los Cabos International Airport (SJD)

  • Martín Miguel de Güemes International Airport (SLA)

  • Maurice Bishop International Airport (GND)

  • Ministro Pistarini Airport (EZE)

  • Nassau International Airport (NAS)

  • Port Of Spain Piarco Intl Airport (POS)

  • Presidente Peron International Airport (NQN)

  • Punta Cana Airport (PUJ)

  • Quito Airport (UIO)

  • Resistencia International Airport (RES)

  • Rio de Janeiro–Galeão International Airport (GIG)

  • San Carlos de Bariloche Airport (BRC)

  • San Jose Juan Santamaria Airport (SJO)

  • San Pedro Sula Airport (SAP)

  • Seymour Airport (GPS)

  • Tancredo Neves-Confins (CNF)

  • Tijuana International Airport (TIJ)

  • Tocumen International Airport (PTY)

  • Tucuman Benjamin Matienzo Airport (TUC)

  • Veracruz International Airport (VER)

  • Asheville Regional Airport (AVL)

  • Atlanta Hartsfield-Jackson Intl Airport (ATL)

  • Austin-Bergstrom International Airport (AUS)

  • Baltimore–Washington International Airport (BWI)

  • Billy Bishop Toronto City Airport (YTZ)

  • Boston Logan International Airport (BOS)

  • Calgary International Airport (YYC)

  • Cincinnati Northern Kentucky Intl Airport (CVG)

  • Cleveland Hopkins International Airport (CLE)

  • Columbus Intl Airport (CMH)

  • Dallas Love Field Airport (DAL)

  • Dallas/Fort Worth International Airport (DFW)

  • Detroit Metro Wayne County Airport (DTW)

  • Edmonton International Airport (YEG)

  • El Paso Airport (ELP)

  • Fort Lauderdale / Hollywood Intl Airport (FLL)

  • Fort McMurray Airport (YMM)

  • General Mitchell International Airport (MKE)

  • Gerald R. Ford International Airport (GRR)

  • Greater Moncton Roméo LeBlanc International Airport (YQM)

  • Greenville-Spartanburg International Airprot (GSP)

  • Halifax Stanfield International Airport (YHZ)

  • Hollywood Burbank Airport (BUR)

  • Indianapolis Airport (IND)

  • Jacksonville International Airport (JAX)

  • John F. Kennedy International Airport (JFK)

  • Kelowna Airport (YLW)

  • LaGuardia Airport (LGA)

  • Los Angeles International Airport (LAX)

  • Louis Armstrong New Orleans International Airport (MSY)

  • Minneapolis International Airport (MSP)

  • Montreal Pierre Elliott Trudeau Int Airport (YUL)

  • Newark Liberty International Airport (EWR)

  • Norman Y. Mineta San Jose International Airport (SJC)

  • Ontario International Airport (ONT)

  • Ottawa Mcdonald Cartier Intl Airport (YOW)

  • Philadelphia International Airport (PHL)

  • Pittsburgh International Airport (PIT)

  • Portland International Jetport (PWM)

  • Prince George Airport (YXS)

  • Quebec International Airport (YQB)

  • Regina Airport (YQR)

  • Saint John Airport (YSJ)

  • Salt Lake City Intl Airport (SLC)

  • San Antonio International Airport (SAT)

  • San Francisco International Airport (SFO)

  • Saskatoon Airport (YXE)

  • Seattle/Tacoma International Airport (SEA)

  • St Louis Lambert Intl Airport (STL)

  • St. John’s International Airport (YYT)

  • Tampa International Airport (TPA)

  • Toronto Lester B Pearson Intl Airport (YYZ)

  • Victoria International Airport (YYJ)

  • Abu Dhabi International Airport (AUH)

  • Amman Queen Alia International Airport (AMM)

  • Bahrain Airport (BAH)

  • Ben Gurion Airport (TLV)

  • Dubai International Airport (DXB)

  • King Fahd International Airport (DMM)

  • King Khalid Riyadh Airport (RUH)

  • Muscat Seeb International Airport (MCT)

  • Prince Mohammad bin Abdulaziz Intl Airport (MED)

  • Salalah Airport (SLL)

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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 2020 Global Traveller Survey COVID-19: Understanding Future Behaviours for a Successful Recovery

Nov 10, 2020

Watch Now

Webinars
New realities of customer experience: The impact of COVID-19

May 14, 2020

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
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Feb 01, 2018
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by Valérie St-James
Jul 01, 2017
For airports to get the most out of their investments to improve the passenger experience,... Read more