INTERNATIONAL. Airports Council International (ACI) World has recognised the 140 winners in this year’s Airports Service Quality (ASQ) awards, naming 84 individual airports that represent the world’s best for customer experience.
ACI’s ASQ awards – which are staged in partnership with Amadeus – use customer opinion to decide the winning airports. The ASQ programme applies a three-level quality funnel process combining remote and on-site auditing to review more than 150 unique check points. This, noted ACI, ensures ASQ data collection requirements are achieved by all participating airports.
ACI said that as airports around the world continue to navigate the COVID-19 pandemic and plan for a sustained recovery, meeting the changing needs of customers and reassuring them that the customer experience has been tailored to their expectations will be crucial.
Bangalore Kempegowda International Airport in India defended the ASQ Arrivals Award, which was introduced last year and is based on a survey of arriving passengers.
ACI World Director General Luis Felipe de Oliveira said: “As the aviation industry continues its recovery from the COVID-19 pandemic, it is important that we celebrate those airports that best listen to passengers and tailor customer experience to meet their needs.
“The ASQ awards reflect the commitment of airports to improve the passenger experience and represent the highest possible customer experience accolade for airport operators around the world.
“In delivering this year’s awards, we are grateful to our partner Amadeus for their support in helping to celebrate airports that are prioritising the travel experience for passengers at a time when the voice of the passenger has never been more important.
“We also continue the evolution of the ASQ awards themselves with health and hygiene questions added to the next round of awards to be announced next year.”
The full ASQ roll of honour appears below…
