ASQ Awards and Recognition

As the world and airports begin to restart operations, understanding the changing needs and expectations of passengers is still crucial. Just as important is recognizing the efforts of airport staff and all stakeholders who continuously work to meet passenger expectations. How do we accomplish this?

In addition to Best airport by size and region award, ACI has added four New Departures Award categories in 2022. The Arrivals award also returns after having to pause during the pandemic.

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 2022.

Note: The Best Hygiene Award and Voice of Customer Recognition presented the last two years during the pandemic will not be presented in 2022. This year’s awards categories will focus on the current needs and efforts as we transition out of the pandemic.

Departures Awards

Best Airports by Size and Region 

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.

New award categories in 2022

The four new award categories will recognize the top 5% of airports by region.

• Most Dedicated Staff

• Easiest Airport Journey

• Most Enjoyable Airport

• Cleanest Airport

Arrivals Award

The top 20% of airports globally will be recognized in Arrivals Main Program.

ASQ Awards 2022 – Context

As passengers return to airports, ACI has revised ASQ awards eligibility criteria 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 2022.

  • 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 Main Program are considered for ASQ awards.

• ACI reserves the right to make the final selection and announcement of the ASQ award winners.

Eligibility criteria for all awards

Performance score

Best Airports by Size and Region 

The performance is based on the overall satisfaction score only for all questionnaires collected in 2022.

New Award Categories

The performance is based on questions from the ASQ Departures Questionnaire specific to each category below.

• Most Dedicated Staff

• Easiest Airport Journey

• Most Enjoyable Airport

• Cleanest Airport

Arrivals

The performance is based on the arriving passengers’ overall satisfaction score only for all questionnaires collected in 2022.