Personally chosen by passengers: the best airports for customer experience

The airport awarded best customer experience has been proudly announced

The Airports Council International (ACI) World and travel technology company Amadeus has excitedly announced this year’s winners of Airport Service Quality (ASQ) Awards. The award recognises the best airport for customer experience worldwide, as selected by passengers.

The ASQ program is the world’s leading airport customer experience measurement and benchmarking program. Compared to other programs in the aviation industry, it 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. This gives the most complete picture of the passenger experience journey at each airport and provides global benchmarks for the industry. Last year, more than half of the world’s travellers passed through an ASQ airport.

New awards categories

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:

• Airport with the Most Dedicated Staff
• Easiest Airport Journey
• Most Enjoyable Airport
• Cleanest Airport

Five airports awarded with the ACI World Director General’s Roll of Excellence

ACI World has also revealed today 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 program:

• I Gusti Ngurah Rai Airport (Bali, Indonesia)
• Helsinki Airport (Helsinki, Finland)
• Guanacaste Airport (Liberia, Costa Rica)
• Tallinn Airport (Tallinn, Estonia)
• Quito International Airport (Quito, Ecuador)

The ACI World Director General’s Roll of Excellence was established in 2011 and 69 airports have been inducted since then.

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) program. 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 program 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.”

Elena Avila, EVP Airport IT & Airline Operations at Amadeus, further agreed saying that: “Passengers are the backbone of travel, and that’s exactly why we are thrilled to once again support ACI’s ASQ program. The awards rightly celebrate airports striving to make positive changes in the face of challenges impacting our industry. Underpinned by closer collaboration between all stakeholders, we recognise modern technologies such as data analytics, biometrics, and the cloud are key to transforming the passenger experience. We at Amadeus look forward to supporting our airport customers to continue pushing passenger experience boundaries.”

ACI World continues its longstanding partnership with global travel technology company Amadeus to deliver the ASQ Awards. Both organisations will be handing the 2022 ASQ Awards and the ACI World Director General’s Roll of Excellence to airports during a ceremony at the Customer Experience Global Summit, the premier global event dedicated to airport experience. The event will take place from 4 to 7 September in Incheon, Republic of Korea and is hosted by Incheon Airport.