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INTERNATIONAL. Airports Council International (ACI) has named the winners of the 2014 Airport Service Quality (ASQ) Awards, with Incheon International capturing the top prize in the largest category, for airports handling over 40 million passengers. Other big winners were Delhi Indira Gandhi International (25-40 million passengers), Seoul Gimpo (15-25 million), Haikou (5-15 million) and Guayaquil (2-5 million).
The ACI ASQ Survey captures passengers’ immediate appraisal of the airport experience, from check-in through to departure (including their views on retail and food & beverage) at more than 300 airports worldwide.
The awards represent passengers’ opinions on 34 key service indicators and are seen as an objective indicator of the top performing airports with regard to passenger service.
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“Airports are more than simply points of departure and arrival,” said ACI World Director General Angela Gittens. “They are complex businesses in their own right. As such, a focus on serving the passenger has become increasingly important to ensuring success. In the fast-changing landscape of worldwide aviation, ASQ is the key to understanding how to increase passenger satisfaction and improve business performance.
“At the end of the day, good business acumen comes down to a simple equation: better service, improved traffic and a healthier bottom line,” Gittens added.
The ASQ Awards are presented in four categories: Best Airport by Region, Best Airport by Size, Best Small Airport and Best Improvement (see tables).
“I see many airports on the 2014 top performers list that have made the cut year in and year out,” Gittens said. “It’s particularly satisfying to know that the benefits of the ASQ programme are long-term and far-reaching. Likewise, there are a number of new faces, effectively proving that ASQ has something to offer every airport, whether well-versed in passenger satisfaction or just beginning the journey toward customer service excellence.”
The following airports represent the best in class for their respective ASQ categories:
Best Airport by Region
Mauritius (Africa), Incheon (Asia Pacific), Keflavik (Europe), Guayaquil (Latin America-Caribbean), Amman (Middle East), Indianapolis (North America)
Best Airport by Size*
Guayaquil (2-5 million), Haikou (5-15 million), Seoul Gimpo (15-25 million), New Delhi (25-40 million), Incheon (over 40 million)
*Passengers per year
Best Small Airport* by Region
Upington (Africa), Langkawi (Asia Pacific), Murcia (Europe), Culiacan (Latin America-Caribbean), Victoria (North America)
*Fewer than 2 million passengers per year
Best Improvement by Region
Mauritius (Africa), Kolkata (Asia Pacific), St. Petersburg (Europe), Santo Domingo (Latin America-Caribbean), San Antonio (North America).
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The awards ceremony for the 2014 ASQ top performers will take place at the 2015 ACI Asia-Pacific Regional Assembly at the Dead Sea, Jordan.
About ASQ
The ASQ Survey covers 34 key service areas and includes eight major categories such as access, check-in, security, airport facilities, food & beverage, retail and more. All participating airports use the same survey questions, creating an industry standard set of responses that allows participants to track and analyse their performance, as well as benchmark results against airports across the globe. All participating airports can view the ASQ survey results of all other participating airports on a confidential basis.
Benchmarking allows participants to compare their airport’s performance against industry best practices. Through the use of key performance indicators, participants see where their airport under-and over-performs; where improvements are required; and where investment is most likely to deliver the biggest return, according to ACI.
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