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NEWS Last modified on March 6, 2017

ACI reveals the world's most customer friendly airports

There is clearly no stopping Asia-Pacific’s airports which once again demonstrated their customer service credentials by winning a host of awards in ACI’s annual Airport Service Quality (ASQ) passenger satisfaction survey.

Bigger and better than ever with more airports participating (318) and more award categories than before, a record-equalling 62 gateways were recognised for their customer service excellence in 2016.

Led, as always, by Incheon International Airport, which once again scooped the coveted prize for the world’s best airport handling over 40 million passengers.

It is the third year on the trot that the Seoul gateway has won the honour, this time finishing ahead of three airports that couldn’t be separated for joint second place – Singapore Changi and India’s Delhi-Indira Gandhi and Mumbai-Chhatrapati Shivaji airports.
Best Airport By Size
“I am delighted that as we celebrate the 10th anniversary of helping airports understand how best to serve their customers with the ASQ Programme, we see our largest group of winners ever,” says ACI World director general, Angela Gittens.

“These airports have dedicated themselves to delivering a stellar customer experience. Promoting a culture of continuous service improvement has become a matter of gaining competitive advantage and optimising non-aeronautical revenue performance.

"ACI proudly recognises these accomplishments and we look forward to seeking more effective, efficient and profitable ways of serving the flying public together.” 
Best Airport By Size And Region
ASQ is the only worldwide programme to survey passengers at the airport on their day of travel. 

Every year, the Programme delivers some 600,000 individual surveys in 41 languages in 84 countries. It measures passengers’ views of 34 key performance indicators, including airport access, check-in, security screening, restrooms, stores and restaurants. 

Each airport uses the exact same survey, creating an industry database that allows airports to compare themselves to other airports around the world. 

Best Airport By Region Over2Mil
The ASQ Programme also has a feature that facilitates sharing of best practices among airport operators. 

 The ASQ Awards are presented to those airports whose customers have rated them the highest over the course of the year. 
Most Improved Airport

Best Airport By Region Under2Mill
The categories have been designated to recognize the achievements of airports of different sizes and in different regions. 

The ASQ Awards Ceremony will be held at the 27th ACI Africa/World Annual General Assembly, Conference & Exhibition in Port Louis, Mauritius, 16–18 October 2017.


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