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World’s best airports for customer experience revealed

Airport Service Quality awards based on the views of customers in 2020. Revamped awards recognize how airports have responded to COVID-19 concerns


Airports Council International (ACI) World has revealed this year’s Airport Service Quality awards which highlight the world’s best airports as judged by their customers.

The COVID-19 pandemic had a dramatic impact on global passenger traffic in 2020 as well as changing customer perceptions and expectations of the airport experience. Despite the challenges posed by the pandemic, airports managed to collect ASQ surveys from their customers throughout the year and 108 awards have been won by 89 individual airports around the world.

Based on new hygiene related questions added to the survey questionnaire, ACI has introduced a new award – ‘Best Hygiene Measures by Region’ – of which there are 33 inaugural winners.

This award provided airports with a reliable method of gauging customer response to new health measures and recognizes airports’ success in responding to the intense focus on hygiene. The new category also complements ACI’s Airport Health Accreditation programme, launched last year, which has resulted in more than 275 airports being accredited already.

“ACI’s Airport Service Quality awards represent the highest possible accolade for airport operators around the world,” ACI World Director General Luis Felipe de Oliveira said. “This year more than any other, the awards recognize those airports that have listened to their customers and adapted the services and experiences they offer to meet changing needs and expectations under very trying circumstances.

“I am proud of the achievements of all ASQ award winners which shows their focus on delivering excellence in customer experience and setting an example of excellence for their peers. As we come together as an industry to meet the challenges of the COVID-19 pandemic, the focus on customers that the ASQ programme provides will help guide the way.”

This year, ACI World entered into a long-term partnership with global travel technology company Amadeus to deliver the ASQ Awards.

“We at Amadeus congratulate all the ASQ award winners for their ongoing commitment to delivering an exceptional customer experience in the face of adversity caused by COVID-19. Amadeus shares this commitment, which is why we’ve been investing for many years to bring a single, integrated platform for all aspects of passenger services to the industry, incorporating applications, hardware and services.” Amadeus EVP Airport IT Bruno Spada said.

“With a modular cloud platform, airports can better connect to airlines to bring new passenger service innovations like biometrics or contactless to market. They can base operations on a consistent flow of data throughout the entire airport journey, which is the key to delivering a truly smooth experience for passengers. And they can do all this with minimal effort or delay because we’ve taken care of the complexity in the cloud.”

BEST HYGIENE MEASURES BY REGION

Award Category Airport Name City and Country
Best hygiene measures by region
AFRICA
Sir Seewoosagur Ramgoolam International Airport Port Louis, Mauritius
ASIA PACIFIC
Beijing Daxing International Airport Beijing, China
Chandigarh Airport Chandigarh, India
Depati Amir Airport Pangkal Pinang, Indonesia
Husein Sastranegara Airport Bandung, Indonesia
Netaji Subhash Chandra Bose International Airport Kolkata, India
Pune Airport Pune, India
Soekarno-Hatta International Airport Jakarta, Indonesia
EUROPE
Aeropuerto de Alicante-Elche Alicante, Spain
Aeropuerto de Federico García Lorca Granada-Jaén Granada, Spain
Aeropuerto de Menorca Menorca, Spain
Aeropuerto de Pamplona Pamplona, Spain
Aeropuerto Internacional Región de Murcia Murcia, Spain
Aeropuerto Seve Ballesteros-Santander Santander, Spain
Belgrade Nikola Tesla Airport Belgrade, Republic of Serbia
Faro Airport Faro, Portugal
Helsinki-Vantaa Airport Helsinki, Finland
Joao Paulo II Airport Ponta Delgada, Portugal
Keflavik International Airport Keflavik, Iceland
Madeira Airport Madeira, Portugal
Porto Airport Porto, Portugal
Skopje International Airport Skopje, North Macedonia
Tallinn Airport Tallinn, Estonia
LATIN AMERICA-CARIBBEAN
Daniel Oduber Quirós International Airport Liberia, Costa Rica
Punta Cana International Airport Punta Cana, Dominican Republic
MIDDLE EAST
King Khalid International Airport Riyadh, Saudi Arabia
Salalah Airport Salalah, Oman
NORTH AMERICA
Hartsfield-Jackson Atlanta International Airport Atlanta, United States of America
Louis Armstrong New Orleans International Airport New Orleans, United States of America
San Antonio International Airport San Antonio, United States of America
Tampa International Airport Tampa, United States of America
Toronto Pearson International Airport Toronto, Canada
Victoria International Airport Victoria, Canada

BEST AIRPORT BY SIZE & REGION

Award Category Airport Name City and Country
Best Airport by Size and Region
AFRICA
Under 2 million passengers Moi International Airport Mombasa, Kenya
2 – 5 million passengers Kotoka International Airport Accra, Ghana
5 – 15 million passengers Jomo Kenyatta International Airport Nairobi, Kenya
Nnamdi Azikiwe International Airport Abuja, Nigeria
ASIA-PACIFIC
Under 2 million passengers Depati Amir Airport Pangkal Pinang, Indonesia
Silangit Airport Tapanuli, Indonesia
Sultan Thaha Airport Kota Jambi, Indonesia
2 – 5 million passengers Chandigarh Airport Chandigarh, India
Husein Sastranegara Airport Bandung, Indonesia
Jenderal Ahmad Yani International Airport Semarang, Indonesia
Lal Bahadur Shastri International Airport Varanasi, India
Sri Guru Ram Das Jee International Airport Amritsar, India
Sultan Mahmud Badaruddin II International Airport Palembang, Indonesia
Supadio Airport Pontianak, Indonesia
5 – 15 million passengers Changchun Longjia International Airport Changchun, China
Cochin International Airport Cochin, India
Shijiazhuang Zhengding International Airport Shijiazhuang, China
Sultan Aji Muhammad Sulaiman Sepinggan International Airport Kalimantan, Indonesia
Sultan Hasanuddin Makassar International Airport Ujung, Indonesia
Xi’ning Caojiapu Airport Qinghai, China
15 – 25 million passengers Haikou Meilan International Airport Haikou, China
Rajiv Gandhi International Airport Hyderabad, India
Shenyang Taoxian International Airport Shenyang, China
25 – 40 million passengers Beijing Daxing International Airport Beijing, China
Kempegowda International Airport Bangalore, India
Over 40 million passengers Beijing Capital International Airport Beijing, China
Chhatrapati Shivaji Maharaj International Airport Mumbai, India
Guangzhou Baiyun International Airport Guangzhou, China
Indira Gandhi International Airport Delhi, India
Shanghai Pudong International Airport Shanghai, China
Shenzhen Bao’an International Airport Shenzhen, China
Singapore Changi Airport Singapore, Singapore
EUROPE
Under 2 million passengers Aeropuerto de Federico García Lorca Granada-Jaén Granada, Spain
Aeropuerto de San Sebastián San Sebastián, Spain
Inverness Airport Inverness, United Kingdom
Joao Paulo II Airport Ponta Delgada, Portugal
2 – 5 million passengers Krasnoyarsk International Airport Krasnoyarsk, Russian Federation
Skopje International Airport Skopje, North Macedonia
Tallinn Airport Tallinn, Estonia
Zagreb Airport Zagreb, Croatia
5 – 15 million passengers Belgrade Nikola Tesla Airport Belgrade, Republic of Serbia
Faro Airport Faro, Portugal
John Paul II International Airport Krakow – Balice Kraków, Poland
Keflavik International Airport Keflavik, Iceland
London City Airport London, United Kingdom
Malta International Airport Malta, Malta
Porto Airport Porto, Portugal
Sochi International Airport Sochi, Russian Federation
15 – 25 million passengers Helsinki-Vantaa Airport Helsinki, Finland
Prague Airport Prague, Czech Republic
Pulkovo Airport St Petersburg, Russian Federation
25 – 40 million passengers Lisbon Airport Lisbon, Portugal
Moscow Domodedovo Airport Moscow, Russian Federation
Zurich Airport Zurich, Switzerland
Over 40 million passengers Aeroporto di Roma-Fiumicino Rome, Italy
Sheremetyevo International Airport Moscow, Russian Federation
LATIN AMERICA-CARIBBEAN
Under 2 million passengers Curaçao International Airport Curaçao, Netherlands Antilles
Daniel Oduber Quirós International Airport Liberia, Costa Rica
2 – 5 million passengers Aeropuerto Internacional José Joaquin de Olmedo Guayaquil, Ecuador
5 – 15 million passengers Punta Cana International Airport Punta Cana, Dominican Republic
Quito International Airport Quito, Ecuador
MIDDLE EAST
5 – 15 million passengers Queen Alia International Airport Amman, Jordan
15 – 25 million passengers Abu Dhabi International Airport Abu Dhabi, United Arab Emirates
NORTH AMERICA
Under 2 million passengers Victoria International Airport Victoria, Canada
2 – 5 million passengers Greenville-Spartanburg International Airport Greer, United States of America
Portland International Jetport Portland, United States of America
5 – 15 million passengers Indianapolis International Airport Indianapolis, United States of America
John Glenn Columbus International Airport Columbus, United States of America
San Antonio International Airport San Antonio, United States of America
15 – 25 million passengers Austin-Bergstrom International Airport Austin, United States of America
Dallas Love Field Airport Dallas, United States of America
25 – 40 million passengers Baltimore/Washington International Thurgood Marshall Airport Baltimore, United States of America
Detroit Metropolitan Wayne County Airport Detroit, United States of America
Over 40 million passengers Hartsfield-Jackson Atlanta International Airport Atlanta, United States of America
Toronto Pearson International Airport Toronto, Canada

 

The Airport Service Quality programme is the world’s leading airport customer experience measurement and benchmarking programme. The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. More than half of the world’s travellers pass through an ASQ airport.

ACI adapted the rigorous quality control process for the ASQ awards programme to ensure the benchmarking and findings from the ASQ surveys remained of the highest quality during the COVID-19 pandemic.

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