Asia-Pacific airports shine in ACI’s ASQ Customer Service Excellence Awards

ACI World, in partnership with travel technology company Amadeus, today announced the winners of this year’s Airport Service Quality (ASQ) Awards, recognising the best airports for customer experience worldwide, as selected by passengers.

A total of 28 Airports from Asia-Pacific and the Middle East were recognised for 2022. Nine Indonesian Airports were recognised for ASQ Awards, with Sultan Hasanuddin International Airport (UPG) winning five of six categories.

I Gusti Ngurah Rai Airport (Bali) in Indonesia is among the five new airports to be inducted into the ACI World Director General’s Roll of Excellence. This honour is conferred on airports that have won multiple Awards over a five-year period in the last 10 years as part of the ASQ programme.

“Congratulations to all the winning airports in Asia-Pacific and Middle East regions for achieving the remarkable results in the ACI ASQ programme,” enthused ACI Asia-Pacific director general, Stefano Baronci.

“This demonstrates airports’ firm commitment to continuously improve the passenger experience. It is extremely encouraging to see airports improving their service standards to meet customers’ evolving needs and expectations.”

China (6) India (5 airports), Malaysia (2) and Oman (2) also performed exceptionally well in the ASQ programme.

The ASQ programme is the world’s leading airport customer experience measurement and benchmarking programme.

Compared to other programmes in the aviation industry, it is based on live research via surveys gathered at the airport – direct from the traveller – rating their satisfaction on the day of travel.

The surveys cover over 30 performance indicators across key elements of the passenger’s airport experience such as ease of finding your way, check-in and shopping and dining offering.

This gives the most complete picture of the passenger experience journey at each airport and provides global benchmarks for the industry. Last year, more than half of the world’s travellers passed through an ASQ airport.

Visit  ASQ Awards and Recognition to view all the award winners.