ACI World’s annual ASQ Awards recognize airport excellence in customer experience worldwide based on data from ASQ’s renowned Departures and Arrivals Surveys. 

Launched in 2006, ASQ is the world’s leading airport passenger satisfaction program with close to 400 participating airports in 95 countries.

ACI World delivers the ASQ Awards in partnership with Amadeus, one of the world's top ten travel technology companies.

GREY_amadeus-sponsored-by-logo

ASQ Awards: 2020 Winners

Under 2 million passengers per year

Moi International Airport - Mombasa, Kenya

2 to 5 million passengers per year

Kotoka International Airport - Accra, Ghana

5 to 15 million passengers per year

Jomo Kenyatta International Airport - Nairobi, Kenya

Nnamdi Azikiwe International Airport - Abuja, Nigeria

Under 2 million passengers per year

Depati Amir Airport - Pangkal Pinang City, Indonesia

Silangit Airport - Tapanuli, Indonesia

Sultan Thaha Airport - Kota Jambi, Indonesia

2 to 5 million passengers per year

Chandigarh Airport - Chandigarh, India

Husein Sastranegara Airport - Bandung, Indonesia

Jenderal Ahmad Yani International Airport – Semarang, Indonesia

Lal Bahadur Shastri International Airport - Varanasi, India

Sri Guru Ram Das Jee International Airport - Amritsar, India

Sultan Mahmud Badaruddin II International Airport - Palembang, Indonesia

Supadio Airport - Pontianak, Indonesia

5 to 15 million passengers per year

Changchun Longjia International Airport - Changchun, China

Cochin International Airport - Cochin, India

Shijiazhuang Zhengding International Airport - Shijiazhuang, China

Sultan Aji Muhammad Sulaiman Sepinggan International Airport - Balikpapan, Indonesia

Sultan Hasanuddin Makassar International Airport - Ujung Pandang, Indonesia

Xi'ning Caojiapu Airport - Qinghai, China

15 to 25 million passengers per year

Haikou Meilan International Airport - Haikou, China

Rajiv Gandhi International Airport - Hyderabad, India

Shenyang Taoxian International Airport - Shenyang, China

25 to 40 million passengers per year

Beijing Daxing International Airport - Beijing, China

Kempegowda International Airport - Bangalore, India

Over 40 million passengers per year

Beijing Capital International Airport - Beijing, China

Chhatrapati Shivaji Maharaj International Airport - Mumbai, India

Guangzhou Baiyun International Airport- Guangzhou, China

Indira Gandhi International Airport - Delhi, India

Shanghai Pudong International Airport - Shanghai, China

Shenzhen Bao'an International Airport - Shenzhen, China

Singapore Changi Airport - Singapore, Singapore

Under 2 million passengers per year

Aeropuerto de Federico García Lorca Granada-Jaén - Granada, Spain

Aeropuerto de San Sebastián - San Sebastián, Spain

Inverness Airport - Inverness, United Kingdom

João Paulo II Airport - Ponta Delgada, Portugal

2 to 5 million passengers per year

Krasnoyarsk International Airport - Krasnoyarsk, Russian Federation

Skopje International Airport - Skopje, North Macedonia

Tallinn Airport - Tallinn, Estonia

Zagreb Airport - Zagreb, Croatia

5 to 15 million passengers per year

Belgrade Nikola Tesla Airport - Belgrade, Republic of Serbia

Faro Airport - Faro, Portugal

John Paul II International Airport Krakow - Balice - Kraków, Poland

Keflavik International Airport - Keflavik, Iceland

London City Airport - London, United Kingdom

Malta International Airport - Malta, Malta

Porto Francisco Sá Carneiro Airport - Porto, Portugal

Sochi International Airport - Sochi, Russian Federation

15 to 25 million passengers per year

Helsinki-Vantaa Airport - Helsinki, Finland

Prague Airport - Prague, Czech Republic

Pulkovo Airport - St. Petersburg, Russian Federation

25 to 40 million passengers per year

Lisbon Airport - Lisbon, Portugal

Moscow Domodedovo Airport - Moscow, Russian Federation

Zurich Airport - Zurich, Switzerland

Over 40 million passengers per year

Aeroporto di Roma-Fiumicino - Rome, Italy

Sheremetyevo International Airport - Moscow, Russian Federation

Under 2 million passengers per year

Curaçao International Airport - Curaçao, Netherlands Antilles

Daniel Oduber Quirós International Airport - Liberia, Costa Rica

2 to 5 million passengers per year

Aeropuerto Internacional Jose Joaquín Olmedo - Guayaquil, Ecuador

5 to 15 million passengers per year

Punta Cana International Airport - Punta Cana, Dominican Republic

Quito International Airport - Quito, Ecuador

5 to 15 million passengers per year

Queen Alia International Airport - Amman, Jordan

15 to 25 million passengers per year

Abu Dhabi International Airport - Abu Dhabi, United Arab Emirates

Under 2 million passengers per year

Victoria International Airport - Victoria, Canada

2 to 5 million passengers per year

Greenville-Spartanburg International Airport - Greer, United States of America

Portland International Jetport - Portland, United States

5 to 15 million passengers per year

Indianapolis International Airport - Indianapolis, United States of America

John Glenn Columbus International Airport - Columbus, United States of America

San Antonio International Airport - San Antonio, United States of America

15 to 25 million passengers per year

Austin-Bergstrom International Airport - Austin, United States of America

Dallas Love Field Airport - Dallas, United States of America

25 to 40 million passengers per year

Baltimore/Washington International Thurgood Marshall Airport  - Baltimore, United States of America

Detroit Metropolitan Wayne County Airport - Detroit, United States of America

Over 40 million passengers per year

Hartsfield-Jackson Atlanta International Airport - Atlanta, United States of America

Toronto Pearson International Airport - Toronto, Canada

Africa

Sir Seewoosagur Ramgoolam International Airport - Port Louis, Mauritius

Asia-Pacific

Beijing Daxing International Airport - Beijing, China

Chandigarh Airport - Chandigarh, India

Depati Amir Airport - Pangkal Pinang, Indonesia

Husein Sastranegara Airport - Bandung, Indonesia

Netaji Subhash Chandra Bose International Airport - Kolkata, India

Pune Airport - Pune, India

Soekarno-Hatta International Airport - Jakarta, Indonesia

Europe

Aeropuerto de Alicante-Elche - Alicante, Spain

Aeropuerto de Federico García Lorca Granada-Jaén - Granada, Spain

Aeropuerto de Menorca - Menorca, Spain

Aeropuerto de Pamplona - Pamplona, Spain

Aeropuerto Internacional Región de Murcia - Murcia, Spain

Aeropuerto Seve Ballesteros-Santander - Santander, Spain

Belgrade Nikola Tesla Airport - Belgrade, Republic of Serbia

Faro Airport - Faro, Portugal

Helsinki-Vantaa Airport - Helsinki, Finland

João Paulo II Airport - Ponta Delgada, Portugal

Keflavik International Airport - Keflavik, Iceland

Madeira Airport - Madeira, Portugal

Porto Airport - Porto, Portugal

Skopje International Airport - Skopje, North Macedonia

Tallinn Airport - Tallinn, Estonia

Latin America-Caribbean

Daniel Oduber Quirós International Airport - Liberia, Costa Rica

Punta Cana International Airport - Punta Cana, Dominican Republic

Middle East

King Khalid International Airport - Riyadh, Saudi Arabia

Salalah Airport - Salalah, Oman

North America

Hartsfield-Jackson Atlanta International Airport - Atlanta, United States of America

Louis Armstrong New Orleans International Airport - New Orleans, United States of America

San Antonio International Airport - San Antonio, United States of America

Tampa International Airport - Tampa, United States of America

Toronto Pearson International Airport - Toronto, Canada

Victoria International Airport - Victoria, Canada

The winners of the ASQ Awards 2020 were determined on the basis of eligibility criteria and a scoring system.

ASQ Awards 2021

As the world and airports begin to restart operations, understanding the changing needs and expectations of passengers is still crucial in reassuring them that their health and safety remain the top priority.

In response to the effects of the pandemic, ACI has adapted its global ASQ program for the collection and measurement of data this year, which informs the awards to be awarded for 2021.

The award and recognition categories remain the same as 2020.

The award for Best Airports by Size and Region will remain.

The top 20% of airports under each size and region category will be recognized.

The minimum number of participants in each size and region has also been reduced to three (3). Before 2020, only categories with at least five (5) airports from each size and region were awarded.

ACI wants to ensure airports are not penalized for not having enough participants in their size/region categories due to COVID-19. Equally important, we want to ensure all participating airports can be recognized for their efforts.

For an airport in a size/region category that does not meet the minimum 3 airports requirement, ACI will compare the airport’s overall satisfaction score to the scores of all participants in that airport’s region. If the airport has the highest score in their region, airport will be awarded under their respective size/region category. Note, the airport needs to achieve the ASQ Award eligibility criteria for this consideration.

The following categories will be not be awarded for 2021:

  • Most Improved
  • Best Airport Customer Service
  • Best Airport Environment and Ambiance
  • Best Airport Infrastructure and Facilitation
  • ASQ Arrivals Award

Best Hygiene Measures by Region will remain.

As a result of the COVID-19 pandemic, travellers are demanding new services and procedures based on their specific needs, requirements, and concerns. Airports are also seeking to adapt their infrastructure, adopt new technology, and streamline their processes to best match what customers want.

The Best Hygiene Measures Award recognizes those airports that best listen to their customers and respond in a way that meets their changing expectations to provide a hygienic and safe airport environment.

This award is based on the score of three safety and hygiene questions which were added to the tablet version of the ASQ Departure Survey. Therefore, this award is available to tablet users only.

The top 25% in each region will be recognized.

Voice of the Customer Recognition

This recognition is separate to the Awards and will recognize airports which demonstrate significant efforts in gathering passenger feedback to better understand their customers during the pandemic.

ASQ Awards 2021 – Context

As the world continues to recover from the COVID-19 pandemic, ACI has revised ASQ awards eligibility criteria to align with the criteria in 2020, while still considering the objectives below.

  • Not to penalize airports due to COVID-19
  • To consider the ongoing impact of COVID-19
  • To adapt to the current situation while maintaining a certain level of representation

ASQ eligibility criteria – Overview

As airports continue to be impacted by COVID-19 at different times of the year, eligibility criteria will not be evaluated quarterly as it was in the past. Eligibility criteria will consist of requirements to achieve within the calendar year.

  • For an airport member to be eligible, the airport member agrees to fully comply with the minimum criteria stated in the following sections.
    • As always, ASQ questionnaires need to be self-completed. For airports using paper ASQ questionnaires, blank/void questionnaires need to be kept for at least one year. In addition, the eligibility criteria listed below will be evaluated in 2021.
    • Required number of quarters and
    • Months needs to be met
    • Required total number of questionnaires collected needs to be met
  • Only airports subscribing and participating in the Departures Main Program are considered for ASQ awards.
  • ACI reserves the right to make the final selection and announcement of the ASQ award winners.

ASQ Best Airport by size and region - Eligibility criteria

2021 performance score

  • The performance is based on the overall satisfaction score only.
  • Many airports collected data in all quarters of 2021 so far, including months where COVID-19 cases peaked in their country or region. Some airports started collecting once COVID-19 cases significantly decreased. To ensure fairness when comparing airports, the award ranking will be based on the airports’ two highest scoring quarters meeting the eligibility criteria.
  • ACI will determine the two highest scoring quarters for each airport. In the example below, Q2 and Q4 are the highest scoring and the airport achieved eligibility criteria. This methodology is solely for award ranking. Note: The ranking in the annual reports will consider all quarters of participation.

ASQ Hygiene Award - Eligibility criteria

  • Participation in one quarter with at least 100 questionnaires collected in the quarter.
  • Available to airports with tablet data collection only.

2021 performance score

  • The performance is based on three hygiene questions.
  • The award ranking will be based on the airports’ highest scoring quarter meeting the eligibility criteria.
  • ACI will determine the highest scoring quarter for each airport. In the example below, Q2 is the highest scoring quarter and meets eligibility criteria.

ASQ Voice of the Customer Recognition - Eligibility criteria

  • Participation in 3 quarters. No minimum questionnaires requirement as recognition is solely based on participation and not based on scores.

Connect with ACI World for more information on the ASQ Awards

The Voice of the Customer Recognition

This new recognition is a complement to the ASQ Awards and recognizes airports that have demonstrated significant efforts to gather passenger feedback during the pandemic.

Dakar Blaise Diagne International Airport (Diass, Senegal)

Jomo Kenyatta International Airport (Nairobi, Kenya)

Kotoka International Airport (Accra, Ghana)

Moi International Airport (Mombasa, Kenya)

SSR International Airport (Mauritius, Mauritius)

Tunis Carthage Airport (Tunis, Tunisia)

Achmad Yani International Airport (Semerang, Indonesia)

Adi Soemarmo International Airport (Adi, Indonesia)

Bali Airport I Gusti Ngurah Rai (Bali, Indonesia)

Banyuwangi International Airport (Banyuwangi, Indonesia)

Beijing Capital International Airport (Beijing, China)

Beijing Daxing International Airport (Beijing, China)

Changchun Longjia International Airport (Changchun, China)

Changsha Huanghua International Airport (Changsha, China)

Chengdu Shuangliu International Airport (Chengdu, China)

Chhatrapati Shivaji Maharaj International Airport (Mumbai, India)

Chiang Mai International Airport (Chiang Mai, Thailand)

Chongqing Jiangbei International Airport (Chongqing, China)

Cochin International Airport (Cochin, India)

Depati Amir Airport (Pangkal Pinang, Indonesia)

Don Mueang International Airport (Don Mueang, Thailand)

El Tari Kupang International Airport (Kupang, Indonesia)

Frans Kaisiepo Airport (Papua, Indonesia)

Fuzhou Changle International Airport (Fuzhou, China)

Gimpo International Airport (Seoul Gimpo, Republic of Korea)

Guangzhou Baiyun International Airport (Guangzhou, China)

Haikou Meilan International Airport (Haikou, China)

Halim Perdanakusuma Airport (East Jakarta, Indonesia)

Hangzhou International Airport (Hangzhou, China)

Hat Yai International Airport (Hat Yai, Thailand)

Hohhot Baita International Airport (Hohhot, China)

Hong Kong International Airport (Hong Kong, Hong Kong (Sar) China)

Hongqiao International Airport (Shanghai Hongqiao, China)

Husein Sastranegara Airport (Bandung, Indonesia)

Incheon International Airport (Seoul, Republic of Korea)

Indira Gandhi International Airport (Delhi, India)

Juanda Surabaya International Airport (Surabaya, Indonesia)

Kempegowda International Airport (Bangalore, India)

Kuala Lumpur International Airport (Kuala Lumpur, Malaysia)

Kualanamu International Airport (Medan, Indonesia)

Kunming Changshui International Airport (Kunming, China)

Langkawi International Airport (Langkawi, Malaysia)

Lombok Praya International Airport (Lombok, Indonesia)

Mae Fah Luang – Chiang Rai International Airport (Chiang Rai, Thailand)

Minangkabau Airport (Minangkabau, Indonesia)

Nanchang Changbei International Airport (Nanchang, China)

Nanjing Lukou International Airport (Nanjing, China)

Pattimura International Airport (Ambon, Indonesia)

Phuket International Airport (Phuket, Thailand)

Pudong International Airport (Shanghai, China)

Raja Haji Fisabilillah International Airport (Tanjung Pinang, Indonesia)

Rajiv Gandhi International Airport (Hyderabad, India)

Sam Ratulangi Manado International Airport (Manado, Indonesia)

Sanya Phoenix International Airport (Sanya, China)

Shenyang Taoxian International Airport (Shenyang, China)

Shenzhen Bao'an International Airport (Shenzhen, China)

Shijiazhuang Zhengding International Airport (Shijiazhuang, China)

Silangit Airport (North Sumatra, Indonesia)

Singapore Changi Airport (Singapore, Singapore)

Soekarno-Hatta International Airport (Jakarta, Indonesia)

Sultan Aji Muhammad Sulaiman Sepinggan International Airport (Kalimantan, Indonesia)

Sultan Hasanuddin Makassar International Airport (Ujung, Indonesia)

Sultan Iskandar Muda International Airport (Banda Aceh, Indonesia)

Sultan Mahmud Badaruddin II International Airport (Palembang, Indonesia)

Sultan Syarif Kasim II Airport (Pekanbaru, Indonesia)

Sultan Thaha Airport (Kota Jambi, Indonesia)

Supadio Airport (Pontianak, Indonesia)

Suvarnabhumi International Airport (Bangkok, Thailand)

Syamsudin Noor International Airport (Kalimantan Selatan, Indonesia)

Tahiti-Faa'a International Airport (Papeete, Tahiti)

Taoyuan International Airport Corporation (Taipei, Chinese Taipei)

Tianjin Binhai International Airport (Tianjin, China)

Velana International Airport (Male, Maldives)

Xining Caojiapu Airport (Qinghai, China)

Yinchuan Hedong International Airport (Yinchuan, China)

Yogyakarta International Airport (Java, Indonesia)

Aeroporto di Roma-Fiumicino (Rome, Italy)

Aeroporto Guglielmo Marconi di Bologna S.p.A. (Bologna, Italy)

Amsterdam Airport Schiphol (Amsterdam, Netherlands)

Budapest Airport (Budapest, Hungary)

Domodedovo Moscow Airport (Moscow, Russian Federation)

EuroAirport Basel Mulhouse Freiburg (Basel, Switzerland)

Faro Airport (Faro, Portugal)

Genève Aéroport (Geneva, Switzerland)

Heathrow Airport (London, United Kingdom)

Helsinki-Vantaa Airport (Helsinki, Finland)

Inverness Airport (Inverness, United Kingdom)

Joao Paulo II Airport (Ponta, Portugal)

Keflavik International Airport (Keflavik, Iceland)

Kraków John Paul II International Airport (Kraków, Poland)

Krasnoyarsk International Airport (Krasnoyarsk, Russian Federation)

Lisbon Airport (Lisbon, Portugal)

Madeira Airport (Madeira, Portugal)

Malta International Airport (Luqa, Malta)

Milan Bergamo Airport (Bergamo, Italy)

Milano Malpensa Airport (Milan, Italy)

Paris Charles de Gaulle Airport (Paris, France)

Paris Orly Airport (Orly, France)

Porto Airport (Porto, Portugal)

Prague Airport (Prague, Czech Republic)

Pulkovo Airport (St Petersburg, Russian Federation)

Sheremetyevo International Airport (Moscow, Russian Federation)

Skopje International Airport (Skopje, Macedonia)

Sochi International Airport (Sochi, Russian Federation)

Tallinn Airport (Tallinn, Estonia)

Torino Airport (Turin, Italy)

Vilnius International Airport (Vilnius, Lithuania)

Vnukovo International Airport (Vnukovo, Russian Federation)

Zagreb Airport (Zagreb, Croatia)

Arturo Merino Benitez Airport (Santiago, Chile)

Curaçao International Airport (Curaçao, Netherlands Antilles)

D. Oduber Quiros International Airport (Liberia, Costa Rica)

José Joaquín de Olmedo International Airport (Guayaquil, Ecuador)

Norman Manley International Airport (Kingston, Jamaica)

Abu Dhabi International Airport (Abu Dhabi, United Arab Emirates)

King Khalid International Airport (Riyadh, Saudi Arabia)

Queen Alia International Airport (Amman, Jordan)

Austin-Bergstrom International Airport (Austin, United States of America)

Baltimore/Washington International Thurgood Marshall Airport (Baltimore, United States of America)

Calgary International Airport (Calgary, Canada)

Cincinnati/Northern Kentucky International Airport (Cincinnati, United States of America)

Dallas Love Field Airport (Dallas, United States of America)

Dallas/Ft Worth International Airport (Dallas/Fort Worth, United States of America)

Detroit Metropolitan Wayne County Airport (Detroit, United States of America)

General Mitchell International Airport (Milwaukee, United States of America)

Greenville-Spartanburg International Airport (Greer, United States of America)

Hartsfield-Jackson Atlanta International Airport (Atlanta, United States of America)

Hollywood Burbank Airport (Burbank, United States of America)

Indianapolis International Airport (Indianapolis, United States of America)

John Glenn Columbus International Airport (Columbus, United States of America)

Los Angeles International Airport (Los Angeles, United States of America)

Mineta  San Jose International Airport (San Jose, United States of America)

Ontario International Airport (Ontario, United States of America)

Philadelphia International Airport (Philadelphia, United States of America)

Portland International Jetport (Portland, United States of America)

San Antonio International Airport (San Antonio, United States of America)

San Francisco International Airport (San Francisco, United States of America)

Tampa International Airport (Tampa, United States of America)

Toronto Pearson International Airport (Toronto, Canada)

Victoria International Airport (Victoria, Canada)

The ACI Director General’s Roll of Excellence

The ACI Director General’s Roll of Excellence recognizes airports that have consistently delivered excellence in customer service by winning multiple ASQ awards over five years.

Kempegowda International Airport

Guangzhou Baiyun International Airport

Cochin International Airport

Portland International Jetport

San Antonio International Airport

Toronto Pearson International Airport

Seoul Incheon Airport

Best Airport Worldwide 5 years in a row

Hong Kong Airport

Best Airport by Size: Over 40 million passengers

Seoul Incheon and Hong Kong deserve special recognition as they have been ranked No. 1 by passengers in their respective category, five years in a row.

Customer Experience Accredited Airports

Blaise Diagne International Airport (Diass, Senegal)

Adi Soemarmo Airport (Surakarta, Indonesia)

Ahmad Yani Airport (Semarang, Indonesia)

Chhatrapati Shivaji Maharaj International Airport (Mumbai, India)

El Tari Airport (Kupang, Indonesia)

Hong Kong International Airport (Hong Kong, China)

I Gusti Ngurah Rai Airport (Bali, Indonesia)

Incheon International Airport (Incheon, South Korea)

Juanda Airport (Suraaya, Indonesia)

Kempegowda International Airport (Bangalore, India)

Lombok International Airport (Lombok, Indonesia)

Macau International Airport (Macau, China)

Pattimura Airport (Maluku, Indonesia)

Sam Ratulangi Airport (Manado, Indonesia)

SAMS Sepinggan Airport (Balikpapan, Indonesia)

Sultan Hasanuddin Airport (Makassar, Indonesia)

Sydney Airport (Sydney, Australia)

Birmingham Airport (Birmingham, United Kingdom)

Krakow Airport (Krakow, Poland)

Larnaka International Airport (Larnaka, Cyprus)

London Luton Airport (London, England)

Malta International Airport (Luqa, Malta)

Milano Malpensa Airport (Milan, Italy)

Pafos International Airport (Paphos, Cyprus)

Torino Airport (Turin, Italy)

Venezia Airport (Venice, Italy)

Vienna Airport  (Vienna, Austria)

Carrasco International Airport (Montevideo, Uruguay)

Juan Santamaria International Airport (San Jose, Costa Rica)

Lynden Pindling International Airport (Nassau, Bahamas)

Quito International Airport (Quito, Ecuador)

Abu Dhabi International Airport (Abu Dhabi, United Arab Emirates)

Bahrain International Airport (Bahrain, Bahrain)

Muscat International Airport (Muscat, Oman)

Queen Alia International Airport (Amman, Jordan)

Salalah Airport  (Salalah, Oman)

Detroit Metropolitan Airport (Detroit, United States)

Halifax Stanfield International Airport (Halifax, Canada)

Hartsfield-Jackson Atlanta International Airport (Atlanta, United States)

John F. Kennedy International Airport (New York, United States)

John Glenn Columbus International Airport (Columbus, United States)

LaGuardia Airport (New York, United States)

Newark Liberty International Airport (New Jersey, United States)

Ontario International Airport (Ontario, United States)

San Antonio International Airport (San Antonio, United States)

San Francisco International Airport (San Francisco, United States)

ASQ Services

Voice of the Customer

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

Voice of the Employee

ASQ’s Employee Survey for Customer Experience provides comprehensive data to help airports understand and measure employee motivations, engagement, and commitment.

Advisory Services

ASQ experts offer 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.