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NEWS Last modified on February 19, 2014

It's official – world's best airports include Incheon, Singapore Changi and Indianapolis

Asia-Pacific gateways have once again shone in ACI’s annual Airport Service Quality (ASQ) customer satisfaction survey, occupying the top spots in all the global by size categories.

Changchun (China), Haikou (China), Seoul Gimpo (South Korea), Seoul Incheon (South Korea) and Singapore Changi (Singapore) respectively topped the 2-5mppa, 5-15mppa, 15-25mppa, 25-40mppa and Over 40mppa categories.

ASQ champion, Incheon, was also named Best Airport in Asia-Pacific – ahead of Singapore Changi, Beijing Capital, Shanghai Pudong and New Delhi – while Abu Dhabi was voted Best Airport in the Middle East (ACI’s Asia-Pacific region incorporates the Gulf airports).

Kolkata (India) and Amman (Jordan) also won awards for being the most improved airports in Asia-Pacific and the Middle East respectively.

Elsewhere in the world, Cape Town (Africa); Moscow Sheremetyevo (Europe); Guayaquil (Latin America & Caribbean); and Indianapolis (North America) were voted the best gateways in their respective regions.

In the special regional awards for airports handling under 2mppa, the winners were Mazatlan (Latin America & Caribbean); Upington (Africa); Langkawi (Asia-Pacific); Skopje (Europe); and Quebec (North America).

Finally, Best Improvement awards by region were also won East London (Africa); Nassau (Latin America & Caribbean); Gothenburg (Europe) and San Antonio (North America).

“As airports face the increasingly competitive and demanding aviation market, it is crucial to keep a focus on meeting and exceeding passenger expectations,” says ACI World’s director general, Angela Gittens.

“Airport managers need factual intelligence to guide their efforts and optimise their investments. The ASQ Survey is a tool that provides data that enables airports to identify what their passengers value most and what the airport community needs to do to achieve excellence in customer service.

“The results, over time, demonstrate that airports are paying close attention to the feedback from their passengers and undertaking corrective action to improve the passenger experience.

“We can see that airport community leaders are continuously reviewing and enhancing their services. Airports work diligently to improve their performance by adopting customer focused strategies.”

Indianapolis Airport Authority was the first to issue a response to today's results, executive director, Robert Duncan, expressing his delight at IND being named Best Airport in North America for the second successive year and third time overall.

“We owe our unprecedented three first-place finishes among North American airports to our dedicated, world-class employees,” enthused Duncan.

“It is their tireless commitment and pride to maintain a safe, clean, courteous, and dependable airport operation that allows IND to consistently elevate the travel experience for our guests.”

ACI Asia-Pacific's regional director, Patti Chau says: “I wish to congratulate all top performing airports for the extraordinary effort made in continuing to improve the quality service experienced by passengers and exceeding passengers’ expectations. 

"The ACI Airport Service Quality Awards has always been a prestigious industry award recognising the excellent customer service level demonstrated at airports worldwide. 

"I wish to compliment all participating airports in making the right decision to utilise ASQ as the tool to provide the significant data about their airports to make sound business decisions.”

As the industry’s most comprehensive customer service benchmarking tool, the ACI ASQ survey reliably captures passengers’ immediate appraisal from check-in through departure at the gate at more than 285 airports.

These awards represent passengers’ views on 34 key service indicators and are an objective and accurate indicator of the top world-wide performing airports.

More news and reaction to the results will be published in the next issue of Airport World.



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