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NEWS Last modified on March 6, 2019

ACI reveals the world's best airports for customer experience

Delhi-Indira Gandhi, Indianapolis, Moscow Sheremetyevo, Mumbai-Chhatrapati Shivaji, Singapore Changi and Seoul–Gimpo were today named as some of the best airports in the world in ACI's annual Airport Service Quality (ASQ) customer experience awards.

Perennial winners Beijing Capital, Toronto Pearson, Roma-Fiumicino and Shanghai Pudong also triumphed in the awards, which recognise the airports around the world that deliver the best customer experience in the opinion of their own passengers.

Bengaluru's Kempegowda International Airport won the first ever ASQ Arrivals Award, based on the new Arrivals Survey, becoming the first airport in the world to win both a Departures and an Arrivals award.

This year, a number of airports have won their first ASQ Award, including Ramón Villeda Morales in Honduras, as well as Dublin, Oslo, Helsinki, Southampton, Bristol, and London City.
Toronto terminal
Five Spanish airports were also first time winners (Almería, Girona, Melilla, Zaragoza, and Alicante-Elche) and others following suit in the revamped awards, with more awards up for grabs than ever before, included  Fort McMurray (Canada), Muscat (Oman), while several top-performing previous winners have again featured prominently.

In the new 'Best Infrastructure and Facilitation' category, no fewer than seven Indonesian and eight Chinese airports are recognised in their size category.

“The Airport Service Quality Awards celebrate the achievements of airports in delivering the best customer experience and they represent the highest possible accolade for airport operators around the world,” enthuses ACI World director general, Angela Gittens.

“In both the traditional and new categories, these airports have responded to the evolving needs of passengers to deliver higher levels of service and an award-winning performance.

“Airports have recognised that delivering a better customer experience is an important business tool in an increasingly competitive industry. ACI’s ASQ is the only globally-established programme that provides objective measurement and benchmarking for airports to help drive their performance.”
garden copy
The winning airports will come together at the ASQ Awards Ceremony which will be held during the second ACI Customer Experience Global Summit, taking place in Bali, Indonesia in September.

The ASQ) programme is the world’s leading airport passenger service and benchmarking programme.

The ASQ Departures programme measures passengers’ satisfaction across 34 key performance indicators. Three quarters of the world’s 100 busiest airports are part of the ASQ programme which means that, in 2018, more than half of the world's 8.3 billion travellers passed through an ASQ airport.

A range of new award categories, recognising excellence in segments of the customer experience announced earlier this year, have produced a diverse group of winners, illustrating the commitment to the customer experience of airports around the world.

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