Asia-Pacific and Middle East Airports Shine in Global Recognition for Exceptional Passenger Experience

Monday, March 11, 2024

The ASQ Programme, in collaboration with the top-tier travel tech firm Amadeus, is globally renowned for its unparalleled airport customer experience assessment and comparison framework. It is notable for its steadfast dedication to a thorough and scientific approach. Setting it apart from other aviation industry initiatives, the ASQ Programme relies on real-time research via surveys filled out by passengers at the airport, thus providing immediate insight into their satisfaction.

Among the acknowledged 11 Indonesian airports, both Sultan Hasanuddin International Airport and Yogyakarta International Airport have clinched awards in five of the six categories. In the Middle East, Oman’s Salalah Airport leads with five awards. Both China and India have had six airports each recognized in this programme.

Mr. Stefano Baronci, Director General, ACI Asia-Pacific & Middle East, said: “From the East to the West, airports in Indonesia, Malaysia, Singapore, Republic of Korea, China, India, Oman, UAE and Jordan have excelled to provide a best-in-class service to their customers. Although the Asia-Pacific region has been the hardest hit by the pandemic, airports in the region have invested significantly in technology, human resources, and infrastructure to ensure that passengers continue to have a memorable and seamless experience.” 

Furthermore, five airports from the Asia-Pacific and Middle East have earned the ACI World Director General’s Roll of Excellence recognition, awarded to airports that have consistently won multiple awards over five years within the past decade under the ASQ programme.

The ACI ASQ programme stands as the foremost global benchmark for measuring and comparing airport customer experiences. It evaluates over 30 performance indicators across essential aspects of the passenger experience, including navigation ease, check-in processes, and the availability of shopping and dining options, offering a comprehensive view of the passenger journey at each airport and setting international standards for the industry.

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