Monday, March 11, 2024
Today, Airports Council International (ACI) World, in collaboration with the leading travel technology firm Amadeus, proudly announced the winners of the prestigious Airport Service Quality (ASQ) Awards, recognizing the world’s top airports for customer experience as voted by passengers.
The ASQ program is globally acclaimed as the foremost benchmarking tool for airport customer experience, noted for its dedication to a thorough and methodically sound approach. What sets the ASQ program apart from other aviation industry benchmarks is its reliance on real-time feedback, with surveys administered directly to passengers at the airport on the day of their travel. This ensures the capture of genuine satisfaction levels across over 30 key performance indicators that span the entirety of the airport experience, from arrival to departure. The ASQ Surveys offer the most comprehensive assessment of the passenger journey, hailed for their accuracy and the depth of insight they provide into understanding passenger satisfaction. This unique, science-based methodology ensures the reliability of its findings, offering deep and actionable insights into improving the passenger experience.
ACI World Director General Luis Felipe de Oliveira said, “We are delighted that in 2023 the ASQ program 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 program 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 Airport & Airline Operations Rudy Daniello said, “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.”
2023 ASQ Awards Highlights:
In 2023, airports part of the ASQ program served more than half of the global travelers, highlighting the program’s significant role in setting the bar for outstanding airport services.
Out of 595,000 surveys gathered in 2023, 170 ASQ Awards were distributed among 90 airports worldwide.
The awards for departures were divided into categories like Best Airports by Size and Region, Most Dedicated Staff, Easiest Airport Journey, Most Enjoyable Airport, and Cleanest Airport. Additionally, there was a category for arrivals named Top Airports Globally.
Nine airports across various regions achieved ASQ Awards in all five departure categories, ensuring travelers a consistently pleasant experience from start to finish:
Eight airports were honored with inclusion in the ACI World Director General’s Roll of Excellence for securing multiple ASQ awards over five years within the past decade, including:
The 2023 ASQ Awards recipients and the ACI World Director General’s Roll of Excellence inductees will be celebrated at the ASQ Awards Gala Dinner, part of the 2024 ACI World Customer Experience Summit and Exhibition, taking place from September 23 to 26 in Atlanta, USA.
Saturday, April 27, 2024
Saturday, April 27, 2024
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Friday, April 26, 2024
