CUSTOMER SERVICE

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 […]

Dato’ Iskandar Mizal Mahmood, managing director of Malaysia Airports, talks to Joe Bates about his company’s customer service strategy, ASQ successes and recovering from the global pandemic. Anyone who has ever visited Malaysia, particularly those lucky enough to have been on holiday there, will know that they can expect a warm welcome and, more often […]

The Plaza Premium Group has opened its newly refurbished lounge in the Domestic departures area at Hyderabad’s Rajiv Gandhi International Airport. The new and improved facility is spread over an area of 773 square metres, can accommodate over 200 passengers and boasts facilities ranging from work stations, a dining area and private seating zone for […]

Hamad International Airport has become the first gateway in the world to achieve independent verification from BSI (British Standards Institution) for its implementation of ICAO’s COVID-19 Aviation Health Safety Protocols. The verification for Hamad International Airport (HIA) was conducted following its successful audit for compliance of measures outlined by the ICAO Council Aviation Recovery Taskforce […]

New Chitose Airport operator, Hokkaido Airports Co Ltd (HAP) has launched a social media marketing campaign in a bid to re-boot tourism to the Japanese island. Launched in conjunction with the Hokkaido government and the Hokkaido Tourism Organization, its HOKKAIDO LOVE! initiative is designed to encourage tourists to return to Japan’s northern most island, which […]

Get to know ACI Asia-Pacific’s new director general, Stefano Baronci, a little better in this Q&A with APA editor, Joe Bates. HOW DID YOU FIRST GET INTO AVIATION?I think, like many, I first got into aviation when I was kid as I fondly remember the excitement of going to Rome-Fiumicino Airport with my parents to […]

News, views and reviews from ACI’s regional and global World Business Partners. HEINEMANN AUSTRALIA EXTENDS SYDNEY AIRPORT CONCESSION Heinemann Australia has celebrated five years at Sydney Airport by extending its Duty Free concession at the gateway until 2029. The news is a major coup for the company, which has operated a Heinemann Tax & Duty […]

Work will commence on the expansion and renovation of Singapore Changi’s Terminal 2 next month as operator, Changi Airport Group (CAG) strives to make the airport bigger and better to cope with growing demand. The work marks the beginning of a multi-year expansion project which will increase T2’s handling capacity, as well as to replace […]

Myanmar’s Yangon International Airport has turned to technology in a bid to boost its operational efficiency and passenger handling capability. The airport has introduced SITA’s Airport Management solution, which enables the gateweay and its stakeholders, including airlines and ground handlers, to collaborate around the same real-time information and make fully-informed decisions on resources. According to […]

Singapore Changi retained its title as the world’s most sleep friendly gateway in Sleeping in Airports’ annual passenger poll, writes Joe Bates. Airports located in ACI’s Asia-Pacific region have once again dominated Sleeping in Airports’ annual survey for the best gateways to use, and take a nap in, in 2019, with Singapore Changi and Incheon […]

News, views and reviews from ACI’s regional and global World Business Partners. MELBOURNE’S NEW CT SECURITY SCREENING TECHNOLOGY Melbourne (MEL) has become the first major Australian airport to permanently adopt Computed Tomography (CT) X-ray screening technology following the installation of new state-of-the-art Smiths Detection equipment at the security checkpoints in Terminal 4. The technology allows […]

We pay tribute to the 2018 Airport Service Quality (ASQ) customer experience award winners and talk to some of the CEOs of the successful gateways. It’s official, Beijing Capital, Delhi-Indira Gandhi, Mumbai-Chhatrapati Shivaji, Singapore Changi, Shanghai Pudong and Seoul–Gimpo are some of the best airports in the world for the delivery of customer service. All […]

Our picture round-up pays tribute to the Asia-Pacific gateways whose outstanding levels of service led to them winning Airport Service Quality (ASQ) customer satisfaction awards. Asia-Pacific airports once again shone in this year’s ACI’s Airport Service Quality (ASQ) customer satisfaction survey, and many were on hand to pick up their prizes during a glittering awards […]

Improving surface access is a commercial and environmental challenge facing airports across the globe, write ICF’s Angus Reid-Kay and Rob Rushmer. To focus on airlines and the development of an airport’s route network would provide only a partial view of a gateway’s connectivity. This is because surface access matters, and failure to meet demand on […]

Australia’s spectacular Gold Coast was the venue for this year’s Airport Service Quality (ASQ) awards ceremony for the world’s most customer friendly airports. ACI’s Airport Service Quality (ASQ) customer satisfaction benchmarking programme is 10 years old this year and it marked the occasion with a record number of awards. Indeed, it was a case of […]