Airports Council International (ACI) World has announced the winners of this year’s Airport Service Quality (ASQ) Awards.
Organised in partnership with travel technology company Amadeus, the ASQ Awards recognise the world’s best airports for customer experience, as selected by passengers. The ASQ programme is based on live research via surveys gathered at the airport—direct from the traveller—rating their satisfaction on the day of travel.
The surveys cover over 30 performance indicators across key elements of the passenger’s airport experience, such as ease of finding your way, check-in and shopping and dining offering. From over 465,000 surveys collected in 2022, 144 awards have been won by 75 airports around the world. The awards categories include the perennial Best Airports by Size (passengers per year) and Region, as well as new categories introduced this year to reflect the evolution of passenger needs. These included: Airport with the Most Dedicated Staff; Easiest Airport Journey; Most Enjoyable Airport; and Cleanest Airport.
Luis Felipe de Oliveira, director general of ACI World, said: “The passenger is the centre of everything, and this is reflected in every aspect of the Airport Service Quality (ASQ) programme. Travellers have spoken and recognised the successful efforts of these airport communities in providing outstanding customer experience. Congratulations to the best airports for customer experience worldwide.
“The ASQ programme not only measures and benchmarks, but also provides airports of all sizes with an opportunity for continual learning and improvement to reach new heights in customer experience excellence. The new categories not only reflect the growth of the program but also the evolution of passenger needs. It is a non-negotiable—airports must listen closely to the voice of customers so we can continue to serve people and communities in a sustainable and resilient way. This is the way forward,” he concluded.
Click here for the full list of winning airports.
ACI World has also revealed the latest inductees into its director general’s Roll of Excellence. This honour is conferred to five airports that have won multiple awards over a five-year period in the last 10 years as part of the ASQ programme. They are I Gusti Ngurah Rai Airport (Bali, Indonesia); Helsinki Airport (Helsinki, Finland); Guanacaste Airport (Liberia, Costa Rica); Tallinn Airport (Tallinn, Estonia); and Quito International Airport (Quito, Ecuador).