ACI World’s globally-established Airport Service Quality programme reveals the best airports for customer service world wide, in the opinion of their own passengers, International Airport Review reports.
The Airport Service Quality (ASQ) programme is the world’s leading airport passenger service and benchmarking programme. The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. Three quarters of the world’s 100 busiest airports are part of the ASQ programme which means that, in 2018, more than half of the world’s 8.3 billion travellers passed through an ASQ airport.
A range of new award categories, recognising excellence in segments of the customer experience announced earlier this year, have produced a diverse group of winners, illustrating the commitment to the customer experience of airports around the world.
Kempegowda International Airport, Bangalore, India, has won the first ever ASQ Arrivals Award, based on the new Arrivals Survey – it is the first airport in the world to win both a Departures and an Arrivals award.
Perennial winners from around the world include Sheremetyevo International Airport, Indianapolis International Airport, Beijing Capital International Airport, Singapore Changi Airport, and Toronto Pearson, Aeroporto di Roma-Fiumicino, Mumbai’s Chhatrapati Shivaji International Airport, Delhi’s, Indira Gandhi International Airport and Shanghai Pudong International Airport.
This year, a number of airports have won their first ASQ Award, including Aeropuerto Internacional Ramón Villeda Morales in Honduras, as well as Dublin, Oslo, Helsinki, Southampton, Bristol, and London City airports. Spain’s Aeropuerto de Almería, Aeropuerto de Girona, Aeropuerto de Melilla, Aeropuerto de Zaragoza, and Aeropuerto de Alicante-Elche are also first time winners. Fort McMurray Airport in Canada and Muscat Airport in Oman are also newcomers to the ASQ Awards fraternity, while several top-performing previous winners have again featured prominently.
In the new “Best Infrastructure and Facilitation” category, no fewer than seven Indonesian and eight Chinese airports are recognised in their size category.
ACI World Director General, Angela Gittens, said: “The Airport Service Quality Awards celebrate the achievements of airports in delivering the best customer experience and they represent the highest possible accolade for airport operators around the world. In both the traditional and new categories, these airports have responded to the evolving needs of passengers to deliver higher levels of service and an award-winning performance. Airports have recognised that delivering a better customer experience is an important business tool in an increasingly competitive industry. ACI’s ASQ is the only globally-established programme that provides objective measurement and benchmarking for airports to help drive their performance.”