NEWS Last modified on March 7, 2018

ACI reveals the world's most customer friendly airports

A host of first time winners and new names taking the honours in the coveted categories for passengers handling over 40 million passengers per annum arguably make the 2017 results of ACI’s Airport Service Quality (ASQ) customer satisfaction survey the most exciting and unpredictable in years.

India's Mumbai-Chhatrapati Shivaji and Delhi-Indira Gandhi airports scooped first place for airports in Asia-Pacific serving over 40 million passengers a year. 

This top spot in North America and Europe goes to first time winners Toronto Pearson and Rome Fiumicino respectively.

Other first time winners included Newcastle (Best by Size and Region for Europe in the 2-5mppa category); Athens (Best by Size and Region for Europe in the 15-25mppa category); Indore (Best by Size and Region for Asia-Pacific in the under 2mppa category); Casablanca (Best in Africa over 2mmpa); George (Best by Region under 2mppa for Africa); and Medina (Best Airport by Size and Region for the Middle East in the 5-15mppa category).

The Most Improved Airport by Region category produced four first time winners – Ahmedabad (Asia-Pacific); Belo Horizonte (Latin America-Caribbean); Cleveland (North America); and Zagreb (Europe).

Indeed, this year an unprecedented sixteen airports are first time winners, challenging best-in-class airports in the delivery of top-quality customer service.

According to ACI, this “phenomenon reflects the increasingly competitive airport industry operating environment, where continuous service improvement is a key ingredient in business performance. Airports make the customer experience a high priority.”

“Objective measurement and benchmarking are critical in driving performance in any business especially in such a competitive and dynamic one as an airport,” says ACI World’s director general, Angela Gittens. 

“These winning airports have dedicated themselves to delivering a stellar customer experience. 

“ACI World proudly recognises the accomplishments of all airports in the global ASQ network. I look forward to celebrating with them in September."

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