Hong Kong Steals the Spotlight from Muscat, Becoming the New Benchmark for Airport Customer Experience Across Asia, Europe, and the Middle East – Everything You Need to Know About the New Leader

Published on December 12, 2025

Muscat International Airport in Oman, once the undisputed leader in customer experience, has now lost its top ranking. For three consecutive years, it held the prestigious title of “World’s Leading Airport for Customer Experience” but has recently been overtaken by Hong Kong International Airport at this year’s World Travel Awards. This shift in rankings highlights significant changes in the global aviation landscape, showcasing how major airports around the world are continually evolving to meet rising passenger expectations. The World Travel Awards, widely regarded as the “Oscars of the Travel Industry”, are a benchmark for excellence, with winners determined by public and industry votes. This latest development signifies how much has changed for airports in the race to deliver exceptional customer service.

Muscat International Airport’s Rise and Fall in Customer Experience Rankings

Muscat International Airport, located in Seeb, approximately 32 km from the capital Muscat, has long been renowned for its superior customer experience. The airport, which spans more than 2,000 hectares, served as a crucial hub for both regional and international flights, with connections to Asia, Africa, and Europe. Its architecture, facilities, and passenger services were lauded, and it became a symbol of Oman’s growing prominence in the travel industry. However, despite these impressive credentials, Hong Kong International Airport has outpaced Muscat this year.

Hong Kong International Airport: A New Champion of Customer Service

Hong Kong International Airport (HKIA), spanning 1,900 hectares, has consistently upgraded its infrastructure and passenger services to enhance the customer experience. The airport, operational since 1998, has set new standards for comfort, efficiency, and innovation. Its emphasis on seamless connections, modern amenities, and diverse services has earned it the “World’s Leading Airport for Customer Experience” title. Not only does HKIA serve as a major transit point for travelers between Asia, Europe, and North America, but its commitment to excellence has made it a true contender in the race for global supremacy in aviation service.

Why the Shift in Customer Experience Rankings Matters

The decision by the World Travel Awards to crown Hong Kong International over Muscat is more than just a symbolic gesture—it highlights the ever-changing demands of air travelers. As international air travel continues to grow, particularly in the post-pandemic era, the need for airports to offer exceptional service has never been more crucial. Passengers expect ease of navigation, cleanliness, safety, timely services, and a range of amenities. Airports must continuously innovate to stay competitive, which means investing in technology, improving infrastructure, and ensuring their staff is equipped to handle increasing passenger traffic.

For Muscat International, this ranking loss signals a need to reassess its strategies and perhaps accelerate its own infrastructure projects and service improvements to maintain its position among the world’s top airports. Although the airport continues to perform well in several categories, Hong Kong’s commitment to keeping pace with evolving trends has enabled it to surpass Muscat.

Travel Tips for Airport Experiences: What Passengers Should Know

For travelers flying in and out of Hong Kong International Airport and Muscat International Airport, it’s essential to understand the key elements that make these airports stand out. Here are a few tips to improve your airport experience:

• In Hong Kong, take advantage of the automated check-in kiosks, which can significantly reduce waiting times. The airport also offers excellent shopping and dining options that cater to a wide range of tastes. For smoother transitions between connecting flights, make sure to familiarize yourself with the Airport Express Train that connects the terminal to the city center in just 24 minutes.
• In Muscat, while the airport continues to offer an impressive experience, it’s recommended to arrive early, especially during peak hours, as it’s still working on improving its passenger flow management. Be sure to check the airport’s official website for any new updates on services or operational changes.
• For both airports, always keep an eye on real-time flight status updates and signage to avoid unnecessary confusion. Many travelers miss out on last-minute changes due to delays or gate changes.

Looking Ahead: The Future of Airport Service Excellence

As the global travel market continues to expand, airports like Muscat and Hong Kong are at the forefront of providing unmatched passenger services. The ongoing competition between major airports will spur further innovations in customer experience, pushing the aviation industry to offer better amenities, faster services, and more personalized options. For travelers, this competition benefits them by improving overall service standards across the globe.

With Hong Kong International now leading the charge, it will be interesting to see how other airports—especially those in emerging regions—step up their game to challenge for this coveted title. In the end, passengers are the true winners of this competition, as airports strive to deliver world-class services that make traveling smoother and more enjoyable.

Summary of Key Information:

• Muscat International Airport, previously ranked the best for customer service, lost its top spot in 2025.
• Hong Kong International Airport has taken the lead in the World Travel Awards for Customer Experience.
• Airports like Muscat and Hong Kong are crucial hubs offering services to Asia, Africa, Europe, and beyond.
• Passengers can benefit from better service standards as airports continue to compete for excellence.