ACI World unveils ASQ customer experience champions

ACI World today revealed the best airports on the planet for customer experience chosen by passengers in its Airport Service Quality (ASQ) programme.

The ASQ award winners include Casablanca and Marrakech in Africa; Incheon International Airport, Singapore Changi and Shenzhen Bao’an in Asia-Pacific; Rome Fiumicino and Barcelona in Europe; Quito and Los Cabos in Latin America; Muscat and Amman in the Middle East; and Toronto Pearson, Hartsfield-Jackson Atlanta and Dallas/Fort Worth in North America.

The ASQ programme, conducted in partnership with travel technology company Amadeus, is considered the most accurate and reliable customer experience measurement and benchmarking programme globally as it is anchored in live research conducted through surveys at the airport on the day of travel.

Indeed, the ASQ Surveys cover over 30 performance indicators across key elements of the passenger’s airport experience, giving the most complete picture of the passenger experience journey.

This distinctive methodology is renowned for its robustness, enabling meaningful statistical inference and providing unparalleled insights into the passenger experience.

ACI World director general, Luis Felipe de Oliveira, said: “We are delighted that in 2023 the ASQ programme surpassed 400 participating airports in a historical record—reflecting our members’ commitment to placing the passenger first. Likewise, we thank the guests that dedicated their precious time by providing feedback in close to 600,000 surveys.

“The global growth of the programme underscores the trust placed in its scientific and live approach, making ASQ the go-to standard for airport customer experience assessment in the aviation industry.

“The future success of airports hinges on the unwavering commitment to delivering a stellar customer experience at every touchpoint. In an era where passenger expectations are evolving rapidly, excellence in customer service isn’t just a goal; it’s the key to ensuring airports remain not just gateways, but memorable destinations in themselves.”

Amadeus’ EVP for airport and airline operations, Rudy Daniello, noted: “It’s encouraging to  see continued commitment to customer experience at airports across the world demonstrated again by the ASQ Awards.

“Over the past few years many airports have applied technologies like self-service and biometrics to improve the experience for passengers across key airport touchpoints. What we’re seeing now is a desire to move to the next level by working more collaboratively with airlines and other partners to better manage the impact of disruption.

“The management of disruptions is a defining issue for passengers, so we look forward to working closely with the industry as it develops new approaches that deliver improved outcomes for passengers.”

ASQ Awards highlights

• In 2023, over half of the world’s travellers passed through an ASQ airport, underscoring the program’s credibility and influence in shaping the standards for exceptional airport services.
• From 595,000 surveys collected in 2023, 170 ASQ Awards have been won by 90 airports around the world.
• Categories for departures include Best Airports by Size and Region, as well as Most Dedicated Staff, Easiest Airport Journey, Most Enjoyable Airport, and Cleanest Airport. For arrivals, the category is Top Airports Globally.
• Nine airports across all regions have won ASQ Awards in all 5 departure categories, maximising a pleasant experience at every stage of the airport journey:

– Africa: Casablanca Mohammed V International Airport
– Asia-Pacific: Sultan Hasanuddin International Airport; Yogyakarta International Airport
– Europe: Izmir Adnan Menderes Airport; Aeroporto di Roma-Fiumicino
– Latin America: Guayaquil International Airport
– Middle East: Salalah Airport
– North America: Greenville-Spartanburg International Airport; Gerald R. Ford International Airport

• Eight airports are inducted into the ACI World Director General’s Roll of Excellence —a recognition given to airports that have won multiple ASQ awards over a five-year period in the last 10 years. The inductees are:

– Shenzen Bao’an International Airport
– Chandigarh Airport
– Casablanca Mohammed V International Airport
– Muscat International Airport
– Cincinnati/Northern Kentucky International Airport
– Sultan Mahmud Badaruddin II Airport
– Sultan Hasanuddin International Airport
– Zagreb International Airport

View full list of winning airports

 ACI World and Amadeus will celebrate the 2023 ASQ Awards winners and  the ACI World Director General’s Roll of Excellence inductees at the prestigious ASQ Awards Gala Dinner during the 2024 ACI World Customer Experience Summit and Exhibition, from 23 to 26 September in Atlanta, USA.