‘The Voice of the Customer’: ACI recognises airports for consumer engagement during pandemic : Moodie Davitt Report

**Luis Felipe de Oliveira: “As our industry works towards recovery, airports that listen to – and prioritise the needs and expectations of – customers will be better placed to respond”**

INTERNATIONAL. Airports Council International (ACI) World today recognised and saluted 140 airports that it said have “prioritised listening and engaging with customers” during the COVID-19 pandemic.

‘The Voice of the Customer’ recognition is for airports which demonstrated significant efforts in gathering passenger feedback through the Airport Service Quality (ASQ) programme to help them better understand their customers during the pandemic.

To qualify, an airport member must have collected three or more quarters of data. It is separate from the ACI ASQ awards. Delivery of ‘The Voice of the Customer’ recognition is sponsored by ACI partner Amadeus.

“The Voice of the Customer recognition celebrates the commitment of airports that continued listening to passengers and adapting processes and procedures to meet changing expectations of customer experience in response to COVID-19,” said ACI World Director General Luis Felipe de Oliveira.

“As our industry works towards recovery, airports that listen to – and prioritise the needs and expectations of – customers will be better placed to respond. ACI’s ASQ programme gives airports the tools, objective measurement and benchmarking, for airports to gather information on the needs and expectations of customers and help drive their performance in response.”

Amadeus Executive Vice President Airport IT Bruno Spada said: “We are proud to support this important recognition of airports that relentlessly sought to gather passenger feedback during the pandemic. During that period, we have worked in partnership with airports to help them rapidly scale passenger handling capacity up or down, to serve passengers in new parts of the airport or ‘off-airport’ and to make their experience contactless. Despite the operational difficulties faced by all airports, we believe those that place the passenger at the centre of everything they do are well positioned to build safer and more satisfying, smoother experiences for travellers.”

The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. More than half of the world’s travellers pass through an ASQ airport.

‘The Voice of the Customer’ airports by region

Africa

Dakar Blaise Diagne International Airport (Diass, Senegal)
Jomo Kenyatta International Airport (Nairobi, Kenya)
Kotoka International Airport (Accra, Ghana)
Moi International Airport (Mombasa, Kenya)
SSR International Airport (Mauritius, Mauritius)
Tunis Carthage Airport (Tunis, Tunisia)

Asia Pacific

Achmad Yani International Airport (Semerang, Indonesia)
Adi Soemarmo International Airport (Adi, Indonesia)
Bali Airport I Gusti Ngurah Rai (Bali, Indonesia)
Banyuwangi International Airport (Banyuwangi, Indonesia)
Beijing Capital International Airport (Beijing, China)
Beijing Daxing International Airport (Beijing, China)
Changchun Longjia International Airport (Changchun, China)
Changsha Huanghua International Airport (Changsha, China)
Chengdu Shuangliu International Airport (Chengdu, China)
Chhatrapati Shivaji Maharaj International Airport (Mumbai, India)
Chiang Mai International Airport (Chiang Mai, Thailand)
Chongqing Jiangbei International Airport (Chongqing, China)
Cochin International Airport (Cochin, India)
Depati Amir Airport (Pangkal Pinang, Indonesia)
Don Mueang International Airport (Don Mueang, Thailand)
El Tari Kupang International Airport (Kupang, Indonesia)
Frans Kaisiepo Airport (Papua, Indonesia)
Fuzhou Changle International Airport (Fuzhou, China)
Gimpo International Airport (Seoul Gimpo, Republic of Korea)
Guangzhou Baiyun International Airport (Guangzhou, China)
Haikou Meilan International Airport (Haikou, China)
Halim Perdanakusuma Airport (East Jakarta, Indonesia)
Hangzhou International Airport (Hangzhou, China)
Hat Yai International Airport (Hat Yai, Thailand)
Hohhot Baita International Airport (Hohhot, China)
Hong Kong International Airport (Hong Kong, Hong Kong (Sar) China)
Hongqiao International Airport (Shanghai Hongqiao, China)
Husein Sastranegara Airport (Bandung, Indonesia)
Incheon International Airport (Seoul, Republic of Korea)
Indira Gandhi International Airport (Delhi, India)
Juanda Surabaya International Airport (Surabaya, Indonesia)
Kempegowda International Airport (Bangalore, India)
Kuala Lumpur International Airport (Kuala Lumpur, Malaysia)
Kualanamu International Airport (Medan, Indonesia)
Kunming Changshui International Airport (Kunming, China)
Langkawi International Airport (Langkawi, Malaysia)
Lombok Praya International Airport (Lombok, Indonesia)
Mae Fah Luang – Chiang Rai International Airport (Chiang Rai, Thailand)
Minangkabau Airport (Minangkabau, Indonesia)
Nanchang Changbei International Airport (Nanchang, China)
Nanjing Lukou International Airport (Nanjing, China)
Pattimura International Airport (Ambon, Indonesia)
Phuket International Airport (Phuket, Thailand)
Pudong International Airport (Shanghai, China)
Raja Haji Fisabilillah International Airport (Tanjung Pinang, Indonesia)
Rajiv Gandhi International Airport (Hyderabad, India)
Sam Ratulangi Manado International Airport (Manado, Indonesia)
Sanya Phoenix International Airport (Sanya, China)
Shenyang Taoxian International Airport (Shenyang, China)
Shenzhen Bao’an International Airport (Shenzhen, China)
Shijiazhuang Zhengding International Airport (Shijiazhuang, China)
Silangit Airport (North Sumatra, Indonesia)
Singapore Changi Airport (Singapore, Singapore)
Soekarno-Hatta International Airport (Jakarta, Indonesia)
Sultan Aji Muhammad Sulaiman Sepinggan International Airport (Kalimantan, Indonesia)
Sultan Hasanuddin Makassar International Airport (Ujung, Indonesia)
Sultan Iskandar Muda International Airport (Banda Aceh, Indonesia)
Sultan Mahmud Badaruddin II International Airport (Palembang, Indonesia)
Sultan Syarif Kasim II Airport (Pekanbaru, Indonesia)
Sultan Thaha Airport (Kota Jambi, Indonesia)
Supadio Airport (Pontianak, Indonesia)
Suvarnabhumi International Airport (Bangkok, Thailand)
Syamsudin Noor International Airport (Kalimantan Selatan, Indonesia)
Tahiti-Faa’a International Airport (Papeete, Tahiti)
Taoyuan International Airport Corporation (Taipei, Chinese Taipei)
Tianjin Binhai International Airport (Tianjin, China)
Velana International Airport (Male, Maldives)
Xining Caojiapu Airport (Qinghai, China)
Yinchuan Hedong International Airport (Yinchuan, China)
Yogyakarta International Airport (Java, Indonesia)