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
Empowering Small and Emerging Airports
As a small or emerging airport, you can enhance your airport experience by enrolling in the renowned Airport Service Quality (ASQ) program.
Benefit from these opportunities:
Airport Customer Experience Accreditation program: Level 1 signup is free for airports with less than 500K passengers per year. For renewals and other levels, discounts are available on annual fees.
ASQ Departure, Arrivals, and Commercial surveys: 25% discount on the next ASQ contract for airports under 1 million passengers per year (based on pre-COVID passenger traffic for 2019).
Airport Experience Summit: 15% discount on registration fee for airports under 1 million passengers per year.
Interested or have questions about this?
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.
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.
Accreditation
The Airport Customer Experience Accreditation program builds airports' long-term capacity to enhance customer experience management.
3 Types of Awards and Recognition
ASQ
Awards
The annual ASQ Awards recognize airport excellence in customer experience worldwide.
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.
Publications
Explore ACI World publications to access expert handbooks, in-depth reports and datasets, as well as comprehensive guidance. Empower your airport with global insights across all areas of the airport business, including economics, sustainability, customer experience, and operations.
News
Stay informed with the latest ACI World media releases and advisory bulletins.
ACI World Insights
Access the latest expert opinions, global tends and data-driven insights on the ACI World Insights blog. Stay informed to make strategic decisions that drive innovation in the airport and wider aviation sector.