INTERNATIONAL. Airports Council International (ACI) World, in partnership with travel technology company Amadeus, has revealed the winners of the Airport Service Quality (ASQ) awards.
From 595,000 traveller surveys collected at airports in 2023, 170 ASQ Awards have been won by 90 airports around the world. Categories for Departures include Best Airports by Size and Region, as well as Most Dedicated Staff, Easiest Airport Journey, Most Enjoyable Airport, and Cleanest Airport. For Arrivals, the category is Top Airports Globally.
Nine airports across all regions have won ASQ Awards in all five departure categories:
- Africa: Casablanca Mohammed V International Airport
- Asia Pacific: Sultan Hasanuddin International Airport; Yogyakarta International Airport
- Europe: Izmir Adnan Menderes Airport; Aeroporto di Roma-Fiumicino
- Latin America: Guayaquil International Airport
- Middle East: Salalah Airport
- North America: Greenville-Spartanburg International Airport; Gerald R. Ford International Airport.
Eight airports have been inducted into the ACI World Director General’s Roll of Excellence, a recognition given to airports that have won multiple ASQ awards over a five-year period in the last ten years. The inductees are:
- Shenzhen Bao’an International Airport
- Chandigarh Airport
- Casablanca Mohammed V International Airport
- Muscat International Airport
- Cincinnati/Northern Kentucky International Airport
- Sultan Mahmud Badaruddin II Airport
- Sultan Hasanuddin International Airport
- Zagreb International Airport.
Click here to view the full list of award winners.
The ASQ programme is regarded as a preeminent airport customer experience measurement and benchmark. Unlike other programmes in the aviation industry, ASQ’s approach is anchored to research conducted through ‘live’ surveys of travellers at airports. The surveys cover 30 indicators across key elements of a passenger’s airport experience.
ACI World Director General Luis Felipe de Oliveira said: “We are delighted that in 2023 the ASQ programme surpassed 400 participating airports in a historical record, reflecting our members’ commitment to placing the passenger first.
“Likewise, we thank the guests that dedicated their precious time by providing feedback in close to 600,000 surveys.”
De Oliveira noted the global growth of the programme underscored the trust placed in its live approach. “The future success of airports hinges on the unwavering commitment to delivering a stellar customer experience at every touchpoint. In an era where passenger expectations are evolving rapidly, excellence in customer service isn’t just a goal; it’s the key to ensuring airports remain not just gateways, but memorable destinations in themselves,” he added.
Amadeus EVP Airport & Airline Operations Rudy Daniello commented: “It’s encouraging to see continued commitment to customer experience at airports across the world demonstrated again by the ASQ Awards.
“Over the past few years many airports have applied technologies like self-service and biometrics to improve the experience for passengers across key airport touchpoints. What we’re seeing now is a desire to move to the next level by working more collaboratively with airlines and other partners to better manage the impact of disruption.
“The management of disruptions is a defining issue for passengers, so we look forward to working closely with the industry as it develops new approaches that deliver improved outcomes for passengers.”
According to ACI, in 2023 over half of the world’s travellers passed through an ASQ airport, “underscoring the programme’s credibility and influence in shaping the standards for exceptional airport services”.
ACI World and Amadeus will celebrate the 2023 ASQ Awards winners and the ACI World Director General’s Roll of Excellence inductees at the ASQ Awards Gala Dinner during the 2024 ACI World Customer Experience Summit and Exhibition, 23-26 September, in Atlanta, US. ✈
