Best Airports Around the World Named by ACI World & Amadeus for Top Customer Experience

Tuesday, March 12, 2024

ACI World & Amadeus unveil top airports for customer service in the 2023 ASQ Awards, highlighting global excellence based on traveler feedback.

Today, in a collaborative effort with Amadeus, a leader in travel technology, Airports Council International (ACI) World proudly unveiled the recipients of the distinguished Airport Service Quality (ASQ) Awards. These awards celebrate the apex of customer service at airports globally, as directly voiced by the travelers through this esteemed program.

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.”

Unique in its scope, the ASQ initiative is the gold standard for measuring and comparing airport service quality worldwide, noted for its adherence to a strict, scientifically based methodology. This sets it apart from other aviation industry awards by gathering real-time feedback through surveys from passengers on the day of their travel. These surveys assess over 30 different aspects of the airport experience, offering a comprehensive view of what travelers value most.

Key Takeaways from the ASQ Awards

The influence of the ASQ program is significant, with more than half of the globe’s air passengers in 2023 traveling through airports participating in the ASQ initiative. This underscores the program’s vast impact on elevating service standards across airports worldwide.

From the 595,000 surveys collected in 2023, 90 airports have claimed a total of 170 ASQ Awards.
The awards span several categories for departures, including Best Airports by Size and Region, Most Dedicated Staff, Easiest Airport Journey, Most Enjoyable Airport, and Cleanest Airport. Additionally, there is a global category for arrivals.

Nine airports achieved top honors in all five departure categories, ensuring travelers enjoy an exceptional experience from start to finish:

In Africa, Casablanca Mohammed V International Airport stood out.
In Asia-Pacific, accolades went to Sultan Hasanuddin International Airport and Yogyakarta International Airport.
Europe celebrated wins for Izmir Adnan Menderes Airport and Aeroporto di Roma-Fiumicino.
Latin America recognized Guayaquil International Airport.
The Middle East applauded Salalah Airport.
In North America, Greenville-Spartanburg International Airport and Gerald R. Ford International Airport received awards.

Furthermore, eight airports have earned a spot on the ACI World Director General’s Roll of Excellence, honoring those that have consistently excelled in the ASQ Awards over the last decade, based on their performance in the past five years. The airports are:

Shenzhen 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

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