INTERNATIONAL. Airports Council International (ACI) has named the winners of the 2019 Airport Service Quality (ASQ) Awards.
The awards recognise airports that deliver the best customer experience, and are based on passenger surveys.
Repeat winners included Indianapolis, Beijing Capital, Singapore Changi, Toronto Pearson, Rome Fiumicino, Mumbai Chhatrapati Shivaji, Delhi Indira Gandhi, Shanghai Pudong and Sheremetyevo airports.
There were also plenty of first-time winners, with 140 awards in total won by 84 individual airports.
Bangalore’s Kempegowda International Airport in India defended the ASQ Arrivals Award, which was introduced last year and is based on a survey of arriving passengers.
“The Airport Service Quality Awards represent the highest possible recognition for airport operators around the world and recognise excellence in customer experience,” said ACI World Director General Angela Gittens. “The awards this year have been won by a diverse group of winning airports from around the world which illustrates the industry-wide commitment to delivering exceptional customer experience.
“Delivering a better customer experience is an important business strategy in an increasingly competitive airport industry. ACI’s global ASQ programme is the only one that not only recognises excellence but also provides airports with objective measurement and benchmarking to help drive their performance.
“We are pleased to note that the five winning airports in the category of ‘Best airport by size and region (under two million passenger per year in Europe)’ are all first-time winners of an ASQ award.”
The ASQ Awards Ceremony will take place during the third ACI Customer Excellence Global Summit, to be held in Krakow, Poland in September.
The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. In 2019, more than half of the world’s 8.8 billion travellers passed through an ASQ airport, according to ACI.
The full list of winners is as follows:
ASQ Departures Awards
Best airport by size & region
Africa
Under 2 million passengers
George Airport – George, South Africa
Kimberley Airport – Kimberley, South Africa
Upington International Airport – Upington, South Africa
2 – 5 million passengers
Kotoka International Airport – Accra, Ghana
SSR International Airport – Port Louis, Mauritius
5 – 15 million passengers
King Shaka International Airport – Durban, South Africa
Mohammed V International Airport – Casablanca, Morocco
Asia Pacific
Under 2 million passengers
Depati Amir Airport – Pangkal Pinang City, Indonesia
RH Fisabilillah Airport – Bintan, Indonesia
Silangit Airport – Tapanuli, Indonesia
2 – 5 million passengers
Chandigarh Airport – Chandigarh, India
Husein Sastranegara Airport – Bandung, Indonesia
Mangalore Airport – Mangalore, India
SM Badaruddin II Airport – Palembang, Indonesia
SS Kasim II Airport – Pekanbaru, Indonesia
Supadio Airport – Pontianak, Indonesia
Trivandrum International Airport – Thiruvananthapuram, India
5 – 15 million passengers
Chaudhary Charan Singh Airport – Lucknow, India
Cochin International Airport – Cochin, India
Halim Perdanakusuma Airport – Jakarta, Indonesia
Hohhot Baita International Airport – Hohhot, China
Makassar International Airport – Sultan Hasanuddin – Makassar, Indonesia
Sepinggan International Airport – Balikpapan, Indonesia
15 – 25 million passengers
Bali International Airport – I Gusti Ngurah Rai – Bali, Indonesia
Rajiv Gandhi International Airport – Hyderabad, India
Sanya Fenghua International Airport – Sanya, China
25 – 40 million passengers
Kempegowda International Airport – Bangalore, India
Nanjing Lukou International Airport – Nanjing, China
Over 40 million passengers
Chhatrapati Shivaji International Airport – Mumbai, India
Indira Gandhi International Airport – Delhi, India
Shanghai Pudong International Airport – Shanghai Pu Dong, China
Singapore Changi Airport – Singapore, Singapore
Europe
Under 2 million passengers
Alesund Airport – Alesund, Norway
Aeropuerto de El Hierro – Valverde, Spain
Aeropuerto de Melilla – Melilla, Spain
Aeropuerto de San Sebastián – San Sebastián, Spain
Bodo Airport – Bodo, Norway
2 – 5 million passengers
Aeropuerto de Menorca – Menorca, Spain
Skopje International Airport – Skopje, North Macedonia
Tallinn Airport – Tallinn, Estonia
Zagreb Airport – Zagreb, Croatia
5 – 15 million passengers
Aeropuerto de Alicante-Elche – Alicante, Spain
Bergen Airport – Bergen, Norway
Izmir Adnan Menderes International Airport – İzmir, Turkey
JSK International Airport Sochi – Sochi, Russia
Keflavik International Airport – Keflavik, Iceland
Malta International Airport – Luqa, Malta
Newcastle International Airport Ltd – Newcastle, United Kingdom
Porto Francisco Sá Carneiro Airport – Porto, Portugal
15 – 25 million passengers
Esenboga Airport – Ankara, Turkey
Prague Airport – Prague, Czech Republic
Pulkovo Airport – St. Petersburg, Russia
25 – 40 million passengers
Copenhagen Airport – Copenhagen, Denmark
Flughafen Zurich – Zurich, Switzerland
Oslo Gardermoen Airport – Oslo, Norway
Over 40 million passengers
Aeroporto di Roma Fiumicino – Rome, Italy
Sheremetyevo International Airport – Moscow, Russia
Latin America/Caribbean
Under 2 million passengers
Aeropuertos Ecologicos de Galapagos S.A. Ecogal – Galapagos, Ecuador
Aeropuerto Internacional Gregorio Luperón – Puerto Plata, Dominican Republic
Airport International Daniel Oduber Quirós – Liberia, Costa Rica
2 – 5 million passengers
Aeropuerto Internacional de Carrasco – Montevideo, Uruguay
Aeropuerto Internacional Jose Joaquín Olmedo – Guayaquil, Ecuador
5 – 15 million passengers
Aeropuerto Internacional de los Cabos – Los Cabos, Mexico
Aeropuerto Internacional Punta Cana – Punta Cana, Dominican Republic
North America
Under 2 million passengers
Capital Region International Airport – Lansing, United States
Jean-Lesage International Airport – Quebec, Canada
2 – 5 million passengers
El Paso International Airport – El Paso, United States
Portland International Jetport – Portland, United States
5 – 15 million passengers
Indianapolis International Airport – Indianapolis, United States
Cincinnati/Northern Kentucky International Airport – Cincinnati, United States
Jacksonville International Airport – Jacksonville, United States
15 – 25 million passengers
Dallas Love Field Airport – Dallas, United States
Tampa International Airport – Tampa, United States
25 – 40 million passengers
Minneapolis/St Paul International Airport – Minneapolis, United States
Over 40 million passengers
Dallas/Fort Worth International Airport – Dallas, United States
Toronto Pearson International Airport – Toronto, Canada
Most improved
Africa
Kotoka International Airport – Accra, Ghana
Asia Pacific
Soekarno-Hatta International Airport – Jakarta, Indonesia
Europe
Stockholm-Bromma Airport – Stockholm, Sweden
Latin America/Caribbean
Airport International Daniel Oduber Quirós – Liberia, Costa Rica
Middle East
Muscat International Airport – Muscat, Oman
North America
St. John’s International Airport – St. John’s, Canada
Best environment & ambience
Under 2 million passengers
Depati Amir Airport – Pangkal Pinang City, Indonesia
RH Fisabilillah Airport – Bintan, Indonesia
Salalah Airport – Salalah, Oman
Silangit Airport – Tapanuli, Indonesia
2 – 5 million passengers
Chandigarh Airport – Chandigarh, India
SM Badaruddin II Airport – Palembang, Indonesia
SS Kasim II Airport – Pekanbaru, Indonesia
Supadio Airport – Pontianak, Indonesia
5 – 15 million passengers
Chaudhary Charan Singh Airport – Lucknow, India
Halim Perdanakusuma Airport – Jakarta, Indonesia
Hohhot Baita International Airport – Hohhot, China
Sepinggan International Airport – Balikpapan, Indonesia
Yinchuan Hedong Airport – Yinchuan, China
15 – 25 million passengers
Rajiv Gandhi International Airport – Hyderabad, India
Sanya Fenghua International Airport – Sanya, China
25 – 40 million passengers
Kempegowda International Airport – Bangalore, India
Nanjing Lukou International Airport – Nanjing, China
Over 40 million passengers
Chongqing Jiangbei International Airport – Chongqing, China
Singapore Changi Airport – Singapore, Singapore
Best customer service by size
Under 2 million passengers
Depati Amir Airport – Pangkal Pinang City, Indonesia
RH Fisabilillah Airport – Bintan, Indonesia
Salalah Airport – Salalah, Oman
Silangit Airport – Tapanuli, Indonesia
2 – 5 million passengers
Chandigarh Airport – Chandigarh, India
SM Badaruddin II Airport – Palembang, Indonesia
SS Kasim II Airport – Pekanbaru, Indonesia
Supadio Airport – Pontianak, Indonesia
5 – 15 million passengers
Chaudhary Charan Singh Airport – Lucknow, India
Halim Perdanakusuma Airport – Jakarta, Indonesia
Hohhot Baita International Airport – Hohhot, China
Sepinggan International Airport – Balikpapan, Indonesia
Yinchuan Hedong Airport – Yinchuan, China
15 – 25 million passengers
Bali International Airport – I Gusti Ngurah Rai – Bali, Indonesia
Sanya Fenghua International Airport – Sanya, China
25 – 40 million passengers
Kempegowda International Airport – Bangalore, India
Nanjing Lukou International Airport – Nanjing, China
Over 40 million passengers
Chongqing Jianbei International Airport – Chongqing, China
Singapore Changi Airport – Singapore, Singapore
Best infrastructure and facilitation by size
Under 2 million passengers
Depati Amir Airport – Pangkal Pinang City, Indonesia
RH Fisabilillah Airport – Bintan, Indonesia
Salalah Airport – Salalah, Oman
Silangit Airport – Tapanuli, Indonesia
2 – 5 million passengers
Chandigarh Airport – Chandigarh, India
SM Badaruddin II Airport – Palembang, Indonesia
SS Kasim II Airport – Pekanbaru, Indonesia
Supadio Airport – Pontianak, Indonesia
5 – 15 million passengers
Chaudhary Charan Singh Airport – Lucknow, India
Halim Perdanakusuma Airport – Jakarta, Indonesia
Hohhot Baita International Airport – Hohhot, China
Makassar International Airport – Sultan Hasanuddin – Makassar, Indonesia
Sepinggan International Airport – Balikpapan, Indonesia
15 – 25 million passengers
Bali International Airport – I Gusti Ngurah Rai – Bali, Indonesia
Sanya Fenghua International Airport – Sanya, China
25 – 40 million passengers
Kempegowda International Airport – Bangalore, India
Nanjing Lukou International Airport – Nanjing, China
Over 40 million passengers
Beijing Capital International Airport – Beijing, China
Singapore Changi Airport – Singapore, Singapore
ASQ Arrivals Awards
Best airport experience in arrivals
Kempegowda International Airport – Bangalore, India
