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ACI World director general, Angela Gittens, reflects on the growth, development and enhancement of the Airport Service Quality (ASQ) customer satisfaction programme.

This edition of Airport World is organised around the theme of customer service, and it couldn’t come at a better time given the latest developments with ACI’s Airport Service Quality (ASQ) programme. 

In April, the world’s top-performing airports in customer service as judged by over 550,000 travellers last year, met in Gold Coast, Australia, for the 2015 ASQ Awards Ceremony, which took place during the ACI Asia-Pacific Regional Assembly, Conference and Exhibition. 

ASQ has undergone a number of enhancements in the last year, including the 2015 return of ASQ Forums (the first 2016 forum was held in Brisbane in April), expanded awards categories and new analytic tools for airports to better understand their results and those of other airports.

In this highly dynamic industry of ours, ASQ allows participants to see what works for airports like themselves and helps them to develop a roadmap to better their customer service initiatives. 

And as we know from our conversations, the forums and awards ceremonies give airports the opportunity to share best practices with one another. 

We know that high quality customer service brings competitive advantages and community support, but we now can document that quality customer service also results in quality non-aeronautical revenue. 

ACI has performed an analysis, produced in a White Paper, which tells us a concentration on customer service can potentially deliver an even greater return on investment than can be achieved through traffic increases or expansion of commercial space!

The White Paper provides crucial guidance to airports on the most effective path toward raising non-aeronautical revenue, with the key learning from the paper being that satisfied passengers spend more. It will be released in late May and you can learn more about it in this issue of Airport World. 

And just as ASQ helps airports enhance their customer service initiatives, our PassengersPlus website (http://www.aci.aero/Paxplus) acts as a showcase of the best that the world’s airports have to offer their passengers.

Organised according to categories that include entertainment and recreation, community and social service, tourism and culture, convenience through technology and many more, the website is an excellent way of demonstrating the airport sector’s commitment to the passenger experience. 

It is easy for airports to submit their initiatives by visiting the website or by emailing .

Watch this space as there is more to come this year on customer service from ACI, including more research to help you make informed decisions on investing in customer service improvements and two more ASQ Forums, one in Guayaquil, Ecuador, and another in Naples, Italy. 

I hope you enjoy this issue of Airport World and that it inspires you to continue your pursuit of excellence in serving your passengers.

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Mark Draper

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