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NEWS Last modified on June 12, 2019

customer service excellence recognition for Changchun and Hohhot airports

ACI World has announced that China's Changchun Longjia and Hohhot Baita airports are the latest gateways to be inducted into the Director General’s Roll of Excellence for the consistent delivery of exceptional customer service.

ACI’s Airport Service Quality (ASQ) programme is the only worldwide service quality measurement and benchmarking service that captures passengers’ impressions and opinions while still at the airport, and the Director General’s Roll of Excellence recognises consistent high performers.

“In an increasingly competitive industry, airports acutely recognise the importance of delivering exceptional customer experience and have taken pains to learn what matters most to the passengers they serve,” notes ACI World director general, Angela Gittens.

“I congratulate Changchun Longjia International Airport and Hohhot Baita International Airport on their outstanding achievement.

"I hope they will continue to raise the bar for airport service quality excellence and work with ACI to share best practices within the industry.”

ACI announced an evolution of the ASQ Awards programme earlier this year which included a new scoring system, new category definitions of the existing awards, and new awards.
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Determining the winning airports is now based on percentages and airports in the top 20th percentile are recognised.

The Director General’s Roll of Excellence will continue to recognise airports that have consistently delivered excellence in customer service by winning multiple ASQ awards over a five-year period.

The 2019 Director General’s Airport Service Quality Roll of Excellence induction ceremony will take place at the ACI Customer Excellence Global Summit in Bali, Indonesia this September.

The ACI ASQ Departures Survey measures passengers’ appraisal of 34 key performance indicators on the day they travel, allowing airports to get an accurate picture of traveller sentiment.

ASQ has been designed for airports of all sizes seeking to measure their passenger service performance and to benchmark it against other similarly sized airports with the overarching objective of offering more effective and efficient ways to serve the flying public.

Since 2011, 50 airports have been inducted onto the Roll of Excellence.

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