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NEWS Last modified on March 12, 2013

ACI's Airport Service Quality Awards: The full results

ACI has announced the winners of the ASQ awards for 2012.

Singapore Changi was the best airport (over 40 million passengers), Seoul Incheon (25-40m), Seoul Gimpo (15-25m), Nagoya (5-15m), Hohot (2-5m).

Cape Town (Africa), Seoul Incheon (Asia-Pacific), Moscow Sheremetyevo (Europe), Cancun (Latin-America-Caribbean), Abu Dhabi (Middle East), and Indianapolis (North America), were named best airports for their respective regions.

Best airport by region with fewer than two million passengers per year were Upington (Africa), Skopje (Europe), Victoria (North America).

Most improved airports were Mombasa (Africa), Sanya (Asia-Pacific), Faro (Europe), Santo Domingo (Latin-America-Caribbean), Abu Dhabi (Middle East), Winnipeg (North America).

The best airport worldwide category has been discontinued. At its 2012 World Annual General Assembly in Calgary, Alberta, Canada, ACI announced that it would discontinue this category to focus more attention on categories that facilitate comparison, particularly airport size and region.  




1. Cape Town

2. Durban

3. Cairo

4. Mauritius

5. Johannesburg


2 – 5 million passengers

1. Hohot

2. Guayaquil

3. Ottawa

4. Chiang Mai

5. Winnipeg



1. Seoul Incheon

2. Singapore

3. Beijing

4. New Delhi

5. Hong Kong


5 – 15 million passengers

1. Nagoya

2. Hyderabad

3. Tianjin

4. Wuhan

5. Sanya



1. Moscow Sheremetyevo

2. Malta

3. Edinburgh

4. Keflavik

5. Zurich


15 – 25 million passengers

1. Seoul Gimpo

2. Chongqing

3. Taipei

4. Hangzhou

5. Tampa



1. Cancun

2. Guayaquil

3. Montego Bay

4. San José

5. Barbados   


25 – 40 million passengers

1. Seoul Incheon

2. New Delhi

3. Mumbai

4. Tokyo Narita

5. Shanghai Hongqiao  


Middle East

1. Abu Dhabi

2. Dubai

3. Doha

4. Tel Aviv

5. Bahrain  


Over 40 million passengers

1. Singapore

2. Beijing

3. Hong Kong

4. Shanghai Pudong

5. Guangzhou


North America

1. Indianapolis

2. Ottawa

3. Tampa

4. Sacramento

5. Jacksonville



ACI World director general, Angela Gittens, said: “This an exciting time for airports. As airports and their operators increasingly accept the positive correlation between passenger satisfaction and airport revenues, we see more and more airports striving to meet, and in some cases exceed, the levels of customer service that their passengers expect from their favoured product and service providers.

“Airports that deliver superior customer service stand apart from the competition and superior customer service remains one of the most important differentiators in the increasingly competitive airport industry.

“Highly structured measurement, analytical reporting and open discussion forums are all features that have built the ASQ programme’s reputation as the premier airport customer service benchmarking tool in an era where customer loyalty translates into repeat passengers, healthy traffic and an improved financial bottom line.

“I am delighted to see longstanding favourites take home ASQ awards as it is testament to the growing and accepted wisdom in the airport community that maintaining customer service excellence is central to a winning business strategy.

“I am equally excited to see other airports rank for the very first time this year, which stands to prove that it is never too late to adopt a winning customer service orientation to which the ASQ programme is fundamental.”

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