Airports Council International (ACI) World has today announced the 2021 inductees into the ACI Director General’s Roll of Excellence.

The Roll of Excellence recognises airports that have consistently delivered exceptional customer experience in the opinion of travellers, ACI said. The honour is conferred on airports that have won multiple awards over a five-year period in the last decade as part of the Airport Service Quality (ASQ) airport customer experience measurement and benchmarking programme.

The latest airports to be inducted into the ACI Director General’s Roll of Excellence are: Sardar Vallabhbhai Patel International Airport (Ahmedabad, India); Sultan Aji Muhammad Sulaiman Sepinggan Balikpapan Airport (Kalimantan, Indonesia); Fiumicino Airport (Rome, Italy); and Shanghai Hongqiao International Airport (Shanghai Hongqiao, China).

ACI World director general Luis Felipe de Oliveira said: “We are exceptionally proud of these role models for the global airport industry. They have consistently demonstrated that the customer is at the centre of everything they do. This is made even more impressive as we recover from the most challenging time in our sector’s history.

“As aviation rebuilds and seeks to win travellers back, airports must actively listen to their customers and embrace a forward-looking approach to their evolving needs and expectations—and the ASQ programme provides a unique suite of tools to help airports achieve this.

“While the pandemic has accelerated digitalisation and the implementation of touchless processes within airports, it has also highlighted the importance of the human-to-human experience within the airport community.”