INTERNATIONAL. Airports Council International (ACI) World today revealed the recipients of its latest Airport Service Quality (ASQ) Awards. These recognise the world’s best airports as voiced by travellers.
From data collected in 2021 from over 370,000 surveys, 110 awards were won by 87 airports around the world. The award categories include Best Airports by Size and Region, as well as Best Hygiene Measures by Region, of which there are 46 winners.
Airport customer experience measurement and benchmarking programme ASQ gauges passenger satisfaction across 34 performance indicators. The new health and hygiene-related questions added to the survey questionnaire in 2020 allow airports to better understand the customer response to new health measures related to COVID-19, said ACI.
The new hygiene category also complements ACI’s Airport Health Accreditation programme, which helps airports align their health measures with global standards and currently includes more than 300 airports.
“After a second year of the pandemic, ACI said that this year’s Airport Service Quality (ASQ) Award winners are especially reflective of customer experience leadership during the most challenging time in our sector’s history,” ACI World Director General Luis Felipe de Oliveira said. “We are exceedingly proud of their stellar leadership in delivering the very best customer experience.
“The basis of the ASQ surveys and the entire suite of solutions is continual learning and improvement to reach sustainable customer experience excellence. As the industry recovers, continuing to listen and adapt to travellers will be absolutely crucial to strengthening airports’ competitive advantage, non-aeronautical revenue, and ensuring the sustained recovery of the entire aviation ecosystem.”
For the second year, travel technology company Amadeus has supported ACI World to deliver the ASQ Awards. ACI and Amadeus will be celebrating the 2021 ASQ winners at an awards ceremony at the ASQ Forum & ACI Customer Experience Global Summit in September.
Amadeus EVP Airport IT & Airline Operations Elena Avila said: “There has never been a more important time for our industry to place the needs of passengers at the heart of everything we do. The ASQ Awards recognise airports that continue to make this crucial commitment despite the challenges our industry faces. We at Amadeus believe the passenger experience can be further transformed in the coming years through even closer airline and airport collaboration, underpinned by modern technologies like data analytics, common cloud infrastructure and biometrics.”
Best Airports by Size & Region
Africa
Under 2 million passengers per year
Moi International Airport – Mombasa, Kenya
2 to 5 million passengers per year
Kotoka International Airport – Accra, Ghana
Sir Seewoosagur Ramgoolam International Airport – Mauritius, Mauritius
5 to 15 million passengers per year
Jomo Kenyatta International Airport – Nairobi, Kenya
Asia Pacific
Under 2 million passengers per year
Pattimura International Airport – Ambon, Indonesia
Sultan Thaha Airport – Kota Jambi, Indonesia
2 to 5 million passengers per year
Chandigarh Airport – Chandigarh, India
Jenderal Ahmad Yani International Airport – Semarang, Indonesia
Langkawi International Airport – Langkawi, Malaysia
Surakarta Airport Adi Soemarmo – Surakarta, Indonesia
5 to 15 million passengers per year
Cochin International Airport – Cochin, India
Sardar Vallabhbhai Patel International Airport – Ahmedabad, India
Sultan Aji Muhammad Sulaiman Sepinggan International Airport – Kalimantan, Indonesia
Sultan Hasanuddin Makassar International Airport – Ujung Pandang, Indonesia
Yogyakarta International Airport – Yogyakarta, Indonesia
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
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
Hongqiao International Airport – Shanghai, China
Indira Gandhi International Airport – Delhi, India
Kuala Lumpur International Airport – Kuala Lumpur, Malaysia
Shanghai Pudong International Airport – Shanghai, China
Shenzhen Bao’an International Airport – Shenzhen, China
Singapore Changi Airport – Singapore
Europe
Under 2 million passengers per year
Aeropuerto Internacional Región de Murcia – Murcia, Spain
El Hierro Airport – Valverde, Spain
Inverness Airport – Inverness, United Kingdom
João Paulo II Airport – Ponta Delgada, Portugal
Valladolid Airport – Valladolid, Spain
2 to 5 million passengers per year
Krasnoyarsk International Airport – Krasnoyarsk, Russian Federation
Skopje International Airport – Skopje, North Macedonia
Tallinn Airport – Tallinn, Estonia
5 to 15 million passengers per year
Adnan Menderes Airport – Izmir, Turkey
Keflavik International Airport – Keflavik, Iceland
Malta International Airport – Luqa, Malta
Milan Bergamo Airport – Milan, Italy
Porto Airport – Porto, Portugal
Sochi International Airport – Sochi, Russian Federation
15 to 25 million passengers per year
Prague Airport – Prague, Czech Republic
Pulkovo Airport – St Petersburg, Russian Federation
25 to 40 million passengers per year
Moscow Domodedovo Airport – Moscow, Russian Federation
Vienna Airport – Vienna, Austria
Zürich Airport – Zürich, Switzerland
Over 40 million passengers per year
Aeroporto di Roma-Fiumicino – Rome, Italy
Latin America-Caribbean
Under 2 million passengers per year
Bermuda L.F. Wade International Airport – Bermuda, Bermuda
Daniel Oduber Quirós International Airport – Liberia, Costa Rica
2 to 5 million passengers per year
Aeropuerto Internacional José Joaquin de Olmedo – Guayaquil, Ecuador
5 to 15 million passengers per year
Juan Santamaria International Airport – San Jose, Costa Rica
Punta Cana International Airport – Punta Cana, Dominican Republic
Middle East
Under 2 million passengers per year
Salalah Airport – Salalah, Oman
5 to 15 million passengers per year
Sharjah International Airport – Sharjah, United Arab Emirates
North America
2 to 5 million passengers per year
Portland International Jetport – Portland, United States of America
5 to 15 million passengers per year
General Mitchell International Airport – Milwaukee, United States of America
Indianapolis International Airport – Indianapolis, United States of America
Louis Armstrong New Orleans International Airport – New Orleans, United States of America
15 to 25 million passengers per year
Tampa International Airport – Tampa, United States of America
25 to 40 million passengers per year
Minneapolis/St Paul International Airport – Minneapolis, United States of America
Salt Lake City International Airport – Salt Lake City, 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
Best Hygiene Measures by Region
Africa
Aéroport de la Réunion Roland Garros – Sainte-Marie, Réunion
Sir Seewoosagur Ramgoolam International Airport – Mauritius, Mauritius
Asia-Pacific
Beijing Capital International Airport – Beijing, China
Beijing Daxing International Airport – Beijing, China
Chandigarh Airport – Chandigarh, India
Depati Amir Airport – Pangkal Pinang, Indonesia
Haikou Meilan International Airport – Haikou, China
Kualanamu International Airport – Medan, Indonesia
Soekarno-Hatta International Airport – Jakarta, Indonesia
Sultan Syarif Kasim I Airport – Pekanbaru, Indonesia
Sultan Thaha Airport – Kota Jambi, Indonesia
Supadio Airport – Pontianak, Indonesia
Europe
Adnan Menderes Airport – Izmir, Turkey
Aéroport de Perpignan-Rivesaltes – Perpignan, France
Aéroport Tarbes-Lourdes Pyrénées – Juillan, France
Aeropuerto de Pamplona – Pamplona, Spain
Aeropuerto de Reus – Reus, Spain
Aeropuerto Internacional Región de Murcia – Murcia, Spain
Aeropuerto Seve Ballesteros-Santander – Santander, Spain
Ankara Esenboga Airport – Ankara, Turkey
Belgrade Nikola Tesla Airport – Belgrade, Republic Of Serbia
El Hierro Airport – Valverde, Spain
Josep Tarradellas Barcelona – El Prat Airport – Barcelona, Spain
Keflavik International Airport – Keflavik, Iceland
Milan Bergamo Airport – Milan, Italy
Porto Airport – Porto, Portugal
Pulkovo Airport – St Petersburg, Russian Federation
Skopje International Airport – Skopje, North Macedonia
Tallinn Airport – Tallinn, Estonia
Tbilisi International Airport – Tbilisi, Georgia
Vienna Airport – Vienna, Austria
Zagreb Airport – Zagreb, Croatia
Latin America-Caribbean
Bermuda L.F. Wade International Airport – Bermuda, Bermuda
Daniel Oduber Quirós International Airport – Liberia, Costa Rica
Gustavo Diaz Ordaz International Airport – Puerto Vallarta, Mexico
Punta Cana International Airport – Punta Cana, Dominican Republic
Middle East
Prince Mohammed Bin Abdulaziz International Airport – Medina, Saudi Arabia
Salalah Airport – Salalah, Oman
North America
Corpus Christi International Airport – Corpus Christi, United States Of America
Gerald R. Ford International Airport – Grand Rapids, United States Of America
Greenville-Spartanburg International Airport – Greer, 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
