INTERNATIONAL. Airports Council International (ACI) World, in partnership with travel technology company Amadeus, today announced the winners of the latest Airport Service Quality (ASQ) Awards. These recognise the best airports for customer experience worldwide, as selected by passengers.
The ASQ programme is the world’s leading airport customer experience measurement and benchmarking programme. It is based on live research via surveys gathered at the airport—direct from the traveller—rating their satisfaction on the day of travel.
The surveys cover over 30 performance indicators across key elements of the passenger’s airport experience such as ease of wayfinding, check-in and shopping and dining offering. Last year, more than half of the world’s travellers passed through an ASQ airport.
From over 465,000 surveys collected in 2022, 144 awards have been won by 75 airports around the world. The awards categories include Best Airports by Size (passengers per year) and Region, as well as new categories introduced this year to reflect the evolution of passenger needs:
- Airport with the Most Dedicated Staff
- Easiest Airport Journey
- Most Enjoyable Airport
- Cleanest Airport
Director General’s Roll of Excellence
ACI World also revealed the latest inductees into its Director General’s Roll of Excellence. This honour is conferred to five airports that have won multiple awards over a five-year period in the last ten years as part of the ASQ programme. The inductees are:
- I Gusti Ngurah Rai Airport (Bali, Indonesia)
- Helsinki Airport (Helsinki, Finland)
- Guanacaste Airport (Liberia, Costa Rica)
- Tallinn Airport (Tallinn, Estonia)
- Quito International Airport (Quito, Ecuador)
The ACI World Director General’s Roll of Excellence was established in 2011 and 69 airports have been inducted since then.
ACI World Director General Luis Felipe de Oliveira said: “The passenger is the centre of everything, and this is reflected in every aspect of the Airport Service Quality (ASQ) programme. Travellers have spoken and recognised the successful efforts of these airport communities in providing outstanding customer experience. Congratulations to the best airports for customer experience worldwide.
“The ASQ programme not only measures and benchmarks, but also provides airports of all sizes with an opportunity for continual learning and improvement to reach new heights in customer experience excellence. The new categories not only reflect the growth of the programme but also the evolution of passenger needs. It is a non-negotiable—airports must listen closely to the voice of customers so we can continue to serve people and communities in a sustainable and resilient way. This is the way forward.”
Amadeus EVP Airport IT & Airline Operations Elena Avila said: “Passengers are the backbone of travel, and that’s exactly why we are thrilled to once again support ACI’s ASQ programme. The awards rightly celebrate airports striving to make positive changes in the face of challenges impacting our industry. Underpinned by closer collaboration between all stakeholders, we recognise modern technologies such as data analytics, biometrics, and the cloud are key to transforming the passenger experience. We at Amadeus look forward to supporting our airport customers to continue pushing passenger experience boundaries.”
The awards will be made during a ceremony at the Customer Experience Global Summit, the global ACI event dedicated to airport experience. The event will take place from 4 to 7 September in Incheon, Republic of Korea, hosted by Incheon Airport. 
Full list of winners by region & category (click to enlarge tables)
Africa
Asia Pacific
Europe
Latin America-Caribbean
Middle East
North America
Best Airport at Arrivals
Airport with the Most Dedicated Staff
Easiest Airport Journey
Most Enjoyable Airport
Cleanest Airport
