ASIA-PACIFIC AIRPORTS LEAD THE WAY IN ACI’S AIRPORT SERVICE QUALITY (ASQ) AWARDS

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. 

Asia-Pacific airports actually triumphed in all the global by size categories and for the first time in quite a few years there were new winners in three of the five groups – Taipei Taoyuan (25-40mppa), Haikou Meilan (15-25mppa) and Hyderabad/Tianjin Binhai (5-15mppa), although in Haikou Meilan’s case it was reclaiming the crown in last won in 2014.

Talking about Hyderabad’s success, CEO of operator GHIAL, SGK Kishore, enthuses: “We are delighted and honoured to be ranked No. 1 Airport in ACI ASQ survey. We are thankful to our passengers to be part of this journey and helping us in reaching this milestone, yet again.”

“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.” 

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. 

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. 

The categories have been designated to recognise 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.